Legal
Refund and cancellation policy
Effective date: February 10, 2026. This policy explains how cancellations, refunds, and booking disputes are handled on Get Your TREK Guide.
1. Scope
This policy applies to bookings made through our platform. It should be read together with our Terms of Service.
2. Client cancellation windows
- • More than 14 days before trip start: generally eligible for high refund percentage, less non-refundable processing components.
- • 7 to 14 days before trip start: partial refund may apply based on guide preparation and fixed costs.
- • Less than 7 days before trip start: limited or no refund may apply, except where law requires otherwise.
- • After trip start: refunds are typically unavailable for completed service portions.
3. Guide cancellation
If a guide cancels a confirmed booking, we attempt to help the client find a replacement. If no acceptable replacement is confirmed, paid amounts for unprovided services are typically refundable.
4. No-show and missed start
No-shows by either party may lead to reduced or denied refunds depending on proof of attendance, communication records, and whether service delivery was reasonably possible.
5. Force majeure
Events outside reasonable control (extreme weather, natural disasters, civil disruption, government restrictions, medical emergencies) may require rescheduling, credits, or partial refunds based on costs already incurred.
6. Refund calculation
Refunds are calculated from amounts paid, less non-refundable components such as payment processing costs, service portions already delivered, and applicable platform charges where disclosed at checkout.
7. Disputes and evidence
If there is a dispute, users should submit details promptly through platform support. We may request booking messages, itinerary proof, receipts, photos, and other relevant evidence to decide outcomes fairly.
8. Refund processing time
Once approved, refunds are issued to the original payment method. Banking timelines vary by provider and country, and may take multiple business days to appear.
9. Abuse prevention
Fraudulent claims, abusive chargebacks, false non-delivery claims, and policy manipulation are prohibited and may result in denied refunds, account restrictions, or permanent suspension.
10. Policy changes
We may update this policy periodically. The version in effect at the time of booking generally applies unless mandatory law requires otherwise.
11. Contact
For cancellation or refund support, contact info@getyourtrekguide.com.
Frequently asked questions
Can I cancel a booking and get a refund?
Yes, subject to the cancellation window and booking status. Refund outcomes depend on when cancellation is requested and whether services already started.
What if a guide cancels?
If a guide cancels a confirmed booking and no suitable replacement is accepted, clients are generally eligible for a refund of paid amounts for unprovided services.
How long do refunds take?
Approved refunds are sent back through the original payment method. Processing times depend on payment network and bank timelines.
Are platform fees refundable?
Platform and processing components may be non-refundable in some cases, including late cancellations or completed service portions.