Cancellation and Refund Policy

Before you book

Review the listing's cancellation window, refundability, dates, inclusions, minimum participation, and weather rules. If a listing does not state a cancellation rule, contact TourPlug before paying so the tour guide's terms can be confirmed in writing.

Traveler cancellations and changes

Send a cancellation or change request as soon as possible using the Contact page and include the transaction reference. A request is not accepted until its status is confirmed. Supplier costs, payment-tour guide charges, or clearly disclosed non-refundable amounts may be deducted where permitted by law.

Tour Guide cancellations

If a tour guide cancels and cannot supply a reasonable replacement accepted by the traveler, the traveler is generally entitled to a refund of the amount collected for the undelivered service. TourPlug may first verify the circumstances with both parties.

No-shows, late arrival, and unused services

Missing the agreed meeting time or failing to use a confirmed service may be treated as a no-show and may not be refundable. Contact support immediately if disruption outside your control prevents attendance.

Weather, safety, and force majeure

Outdoor services may be changed, delayed, or cancelled for safety. The tour guide may offer a new date, suitable alternative, credit, or refund according to the listing and applicable law. TourPlug and tour guides will not require an activity to proceed when the responsible operator determines it is unsafe.

Refund timing

Approved refunds are sent through the original payment method where possible. Bank and payment-tour guide processing times vary. A refund is complete when confirmed by the payment provider, not when it is first requested.