How can we help you?

For experiences, trips, rental services, and products, cancellation terms can be seen on the individual page, in the Services Included and Info box. Always read the refund and cancellation terms carefully before purchasing.

Below are the terms that apply to all purchases:

• Same-day experiences and rentals: 100% refund for cancellation 10 or more days prior to start date; 50% refund between 9 and 5 days prior; no refund from 4 to 0 days prior
• Multi-day trips: cancellation within 5 days of purchase date; 100% refund for cancellation 35 or more days prior to departure; 50% refund between 34 and 10 days prior to departure; no refund from 9 to 0 days prior to departure
• Products: right of withdrawal can be exercised within 14 days after receipt of order except in the following cases: purchase from the same seller not exceeding €50; customized goods; easily perishable goods; sealed goods.

Go into "My Purchases" and search for the reservation for which you want to request a refund. If the reservation is still refundable (fully or partially) you will find the clickable item Request Refund in the three-dotted menu. If the item is not active, it means you are out of the refund terms and not eligible. Always check the cancellation terms before purchasing, you will find them on the experience or trip page.

Once you request a refund your application will be processed. You will receive an email confirmation and refund on the card you used to pay, within a few business days.

Enter "My Purchases" and search for the purchase for which you want to request withdrawal. Please note that the right of withdrawal is exercisable within 14 days of receipt of the product except in the following cases: purchase from the same seller not exceeding 50€; personalized goods; easily perishable goods; sealed goods.

If the purchase is still refundable you will find the clickable item Request Refund in the three-dotted menu (if the item is not active, it means you are not entitled to a refund). Once you request a refund your application will be processed. You will receive an email confirmation and refund on the card you used to pay, within a few business days.

You can file a complaint directly with the seller using the form accessible from the "My Purchases" page. In the form you will have to explain the reason for the complaint and attach any photos. Once you have heard from the seller, you will arrange for the eventual return of the product with tracking code shipping. Shipping costs for the return remain your responsibility. In the absence of tracking code, you will not be able to prove shipment and may therefore lose your right to any refund. If you need assistance, please contact us.

It normally takes 5 to 10 business days from the date of cancellation of the purchase to the refund. Once the refund has started, you will receive a confirmation email to the address associated with your profile.