Booking cancellation and refunds

1️⃣ Traveller cancels the booking

Travellers may cancel experiences using the link in their booking confirmation email or send a manual request to customer support. The refund policy depends on the cancellation timing relative to the experience's cutoff period:

• Cancellation before the cutoff time:

  • Full refunds are issued to travellers.

  • Organizers and resellers receive no payment.

  • Automated systems trigger an email with cancellation confirmation to the traveller, organiser and reseller.

• Cancellation after the cutoff time:

  • Travelers are charged the full experience price.

  • Organizers receive standard earnings, and resellers retain commissions.

  • Exceptions may apply for emergencies or special circumstances. In that case, the experience organiser and/or Turneo can work together to find a compromise or waive the fee.

2️⃣ Experience organiser cancels the booking

Organisers can cancel the booking within the Turneo Hub or contact Turneo support to manually cancel the booking.

Refund policy:

• All organizer cancellations trigger full traveler refunds regardless of timing.

• Organizers will not receive any earnings, and resellers will lose the commission.

• Automated systems trigger an email with cancellation confirmation to the traveller, organiser and reseller.

Cancelling an entire availability slot:

When an organizer cancels a full availability slot from the calendar, all bookings on that slot are cancelled and guests are automatically refunded - including cases where the slot is cancelled after the experience has already started. No manual refund action is needed.

Once a slot has been cancelled, it cannot be reopened for sales.

Example scenario: An organizer cancels a hiking tour 24 hours before departure due to severe weather. The traveler receives a full refund, while the organizer and reseller receive no compensation.

3️⃣ Experience organisers reject the booking and propose an alternative

Organizers may reject booking requests or propose alternative arrangements to travellers.

Rejection process:

• Select "Offer Alternatives" in the experience request email.

• Choose "Reject Booking" to decline the booking with no alternatives.

• Automatic emails notify travelers of rejection and confirm they will not be charged.

Alternative Proposals

Organizers may suggest new dates or time for the experience:

• Select "Offer Alternatives" in the experience request email.

• Propose the alternative date or time for the experience.

• Travelers receive automated emails with two options:

  • Acceptance: Books the alternative slot instantly.

  • Rejection: Cancels the request and triggers refunds.

4️⃣ Experience reseller cancels the booking

Resellers can cancel the booking within the Turneo Hub or contact Turneo support to manually cancel the booking.

Refund policy:

• All reseller cancellations trigger full traveler refunds regardless of timing.

• Resellers will lose the comission and organizers will not receive any earnings.

• Automated systems trigger an email with cancellation confirmation to the traveller, organiser and reseller.

Example scenario: Reseller cancellations typically indicate partnership disputes or inventory management issues. Turneo recommends documenting these cases for contractual reviews.

5️⃣ Turneo cancels the booking

Turneo reserves the right to cancel experiences for operational, safety, or compliance reasons.

Cancellations requested via customer support:

• Turneo cancels the booking on behalf of the traveler, organiser or reseller when requested via customer support.

• Applicable policy will be applied depending on the party requesting cancellation, which will follow rules outlined in sections above.

• Automated systems trigger an email with cancellation confirmation to the traveller, organiser and reseller.

Turneo decides to cancel the booking:

• All cancellations by Turneo trigger full traveler refunds regardless of timing.

• The organiser and reseller compensation will be adjusted based on the fault analysis (e.g platform errors vs third-party issues)

6️⃣ Refund process and approvals

This section outlines the procedures for handling refunds, ensuring that all processes are conducted efficiently, transparently, and in compliance with company policies.

Refunds are processed within 7–10 business days and all concerned parties are notified with an automated email.

Recording a refund in the Hub:

Refunds can be initiated in the following ways:

1. Automatic refund (cancellation within refund policy):

When a booking is cancelled by the traveller or organiser, an automatic email is sent to notify all parties and the refund is processed by Turneo. No manual action is needed.

2. Manual refund (cancellation outside of refund policy):

If the booking was cancelled outside of policy, the refund can be manually trigerred.

To record a post-experience refund in the Hub, use the Refund action in the booking drawer. This captures the refund amount and ensures it is reflected correctly in financial reports and partner payout spreadsheets.