Cancellation & refund policy.

Your booking contract

Scope, priority and booking-time terms

This policy applies to activity bookings made through Tripnatic. The activity-specific cancellation option, deadline, local timezone, program, inclusions and any clearly disclosed special condition shown before payment form part of the booking and are saved with it.

If an activity-specific term conflicts with this general policy, the more specific booking-time term controls unless applicable law requires a different result. Each activity in a cart is assessed separately. Nothing in this policy limits consumer rights that cannot legally be excluded or waived.

• Deadlines use the activity location's local date and time, not the traveler's device or home timezone.
• A later listing change does not rewrite the policy already recorded on a confirmed booking.
• Tripnatic may correct an obvious display or calculation error, but will not reduce a confirmed statutory right.

Customer cancellation

Cancellation windows and refundable eligibility

The selected activity normally uses one of five standard options: a 24-hour, 48-hour, 72-hour or seven-day cancellation window, or non-refundable after confirmation. The exact option and local cutoff shown at checkout control.

A cancellation received before the stated cutoff is eligible for the refundable booking amount described below. A cancellation received at or after the cutoff, a booking made after the cutoff, or a non-refundable booking is not normally eligible unless the recorded terms or mandatory law provide otherwise.

• The cutoff is measured from the scheduled activity start unless the booking expressly identifies a different cancellation deadline.
• Unused capacity, a change of plans, illness, transport delay, flight disruption or personal circumstances do not automatically override the selected policy.
• Tripnatic may request evidence when a legal, medical, duplicate-payment or exceptional-event remedy is claimed.

Effective cancellation

How to cancel and when it takes effect

Use the cancellation action in My Trips whenever it is available. If it is unavailable, submit a booking-linked support request before the deadline. The system timestamp is used to assess eligibility.

A message to the operator, a social-media message, an unanswered email or simply not attending does not cancel a booking. Cancellation is complete only when My Trips displays the cancelled status or Tripnatic sends a written cancellation confirmation.

• Keep the cancellation confirmation and booking reference.
• Do not submit duplicate cancellation requests or a chargeback while a refund review is open.
• For a multi-booking itinerary, identify every booking that should be cancelled; cancelling one does not cancel the others.

Before departure

Date, program, pickup and traveler changes

A request to change a date, departure, program, pickup point, lead traveler or traveler count is not accepted until the operator confirms it and the booking record updates. The original booking remains valid while a request is pending, and the operator may accept, refuse or propose an alternative based on capacity and operating conditions.

An accepted change may require an additional payment or create an eligible partial refund. Per-booking, private vehicle, vessel, package or minimum-group prices do not necessarily reduce proportionally when a traveler is removed. A reschedule cannot be used to bypass an expired cancellation deadline.

• The revised confirmation states the applicable departure, price, restrictions and cancellation position.
• Personal or controlled-entry tickets may be non-transferable or subject to a supplier name-change cost.
• If the operator cannot accept the requested change, the original booking and its cancellation terms continue to apply.

Attendance responsibility

Late arrival, missed pickup and no-show

A traveler may be recorded as a no-show when they do not attend the confirmed meeting point or pickup location by the required time, cannot be reached using the supplied contact details, leave before the agreed waiting period ends, or fail to follow the written joining instructions. No-shows and missed activities are normally non-refundable.

If the operator is late, remain at a safe confirmed location, check booking messages and contact the operator before leaving. A short operational delay does not itself cancel the booking. Time-stamped messages, pickup records and scan events may be reviewed if attendance is disputed.

Guest obligations

Documents, eligibility, conduct and safety refusal

Travelers must provide accurate ages, names, weights, health or mobility information where requested, and bring every passport, visa, license, permit, consent or original document clearly required by the activity. Tripnatic does not provide immigration, medical or licensing advice.

Participation may be refused or ended without a refund where a traveler fails a disclosed eligibility or document requirement, is intoxicated, behaves abusively, endangers others, ignores safety instructions, damages property or attempts to use a transferred or invalid ticket. Any non-waivable legal right remains unaffected.

Operating decisions

Weather, safety and reasonable itinerary changes

Light rain, clouds, heat or ordinary seasonal conditions do not automatically cancel an activity. The operator and relevant authorities decide whether conditions are safe using the activity, route, marine, road and local information available at the time. A traveler who chooses not to attend while the activity operates is subject to the normal customer-cancellation terms.

For safety or operational reasons, the operator may reasonably change a route, vessel, vehicle, guide, departure time, sequence or stop without a refund when the essential experience is still delivered. A material reduction that changes the essential experience will be assessed for an appropriate reschedule, price adjustment or refund of the affected part.

Supplier responsibility

Operator cancellation and minimum participation

If the operator cancels, cannot confirm a request-to-book, fails to meet a disclosed minimum-participant condition or cannot provide the essential booked service, the customer may accept a suitable replacement or reschedule, or request a refund of the affected eligible booking amount. A replacement is never accepted automatically on the customer's behalf.

Tripnatic and the operator are not responsible for separate flights, accommodation, visas, transport, lost earnings or other incidental costs unless applicable law expressly requires compensation. Refund calculations remain subject to the payment-fee rule in this policy except where mandatory law requires the full collected amount to be returned.

Events outside control

Force majeure, closures and public restrictions

Serious events outside reasonable control may prevent, delay or materially change an activity. Examples include severe weather or natural disaster, fire, epidemic, war, terrorism, civil disorder, government or authority action, port, park or border closure, widespread transport interruption, infrastructure failure or industrial action affecting delivery.

Tripnatic and the operator will assess the affected and undelivered portion using official information, the recorded booking terms and applicable law. Available outcomes may include a later departure, a reasonable substitute, credit accepted voluntarily by the customer, or a refund of the eligible undelivered amount. Travelers must follow emergency and authority instructions first.

After the activity

Partial delivery, complaints and unused components

A material failure, missing paid inclusion or incorrect service should be reported through the booking as soon as reasonably possible, preferably while the operator can investigate or correct it. Provide the booking reference, a concise timeline and relevant messages, receipts or photographs where safe and appropriate.

Any remedy is limited to the affected component and considers what was delivered, used or consumed. Subjective dissatisfaction, ordinary queues, minor timing changes, unused included services or a traveler choosing to leave early do not automatically create a refund right. Local fees paid directly to a venue or third party must normally be claimed from that recipient.

• Delivered add-ons, reserved private resources and non-recoverable third-party tickets may be excluded from a refund.
• For packages and multi-day activities, completed days or components remain payable unless law provides otherwise.
• Tripnatic may ask both the customer and operator for evidence before deciding a marketplace remedy.

Value adjustments

Coupons, credits, rewards and promotional value

A cash refund cannot exceed the amount actually paid for the affected booking component. Coupons and promotional discounts have no cash value and are not paid out. Eligible Tripnatic credit or loyalty value may be restored to the account under the rules that applied when it was used, including its original or replacement expiry date.

When a refund covers only part of a discounted booking, the discount is allocated across the applicable items before the refundable amount is calculated. Operator-funded, Tripnatic-funded and agent-funded adjustments may appear separately in the internal ledger.

Refund calculation

Payment-processing fees are not refunded

Payment-processing fees charged to collect the original payment are non-recoverable and are therefore deducted from an approved refund to the extent permitted by applicable law. This is the processor cost attached to the transaction, not an additional cancellation penalty. For a partial refund, the fee is allocated proportionally to the eligible refunded amount.

Before approval, Tripnatic shows the eligible booking amount, the non-refundable payment-processing fee and the net amount to be returned. The exact fee varies by payment method, currency, card origin, conversion and the payment processor's pricing. Tripnatic uses the fee recorded for the original transaction or, when that record is not yet available, a clearly identified processor-fee estimate that is reconciled before submission.

Receiving the money

Refund method, currency and timing

Approved refunds are normally submitted to the original payment method and in the original transaction currency. Tripnatic cannot ordinarily send a card refund to another card, bank account or person. Exchange-rate movements, foreign-transaction charges and fees imposed independently by the customer's bank are not controlled or refunded by Tripnatic.

Tripnatic may take up to 30 working days from refund approval to review, reconcile and submit the refund. After submission, the customer's bank, card issuer or payment provider may require additional time before the credit or reversal appears.

• A working day means Monday to Friday, excluding applicable public and bank holidays.
• The bank may display a refund as a credit, a reversal of the original charge or the removal of a pending amount.
• If a refund fails or is rejected, Tripnatic will request updated instructions only through a secure account or support channel and will never request a full card number.

Payment disputes

Chargebacks, duplicate recovery and investigations

Contact Tripnatic first about an ordinary cancellation or refund disagreement so the booking, operator evidence and payment record can be reviewed. If stolen payment details or fraud are suspected, contact the bank immediately as well as Tripnatic.

A bank dispute may pause an internal refund because the same payment cannot be recovered twice. Tripnatic may provide the bank with relevant booking, acceptance, communication, attendance and refund evidence. Accounts and payouts may be restricted while fraud, misuse, duplicate claims or a chargeback are investigated.

Review and records

Evidence, decisions, corrections and appeals

Tripnatic may use the booking snapshot, checkout acceptance, messages, operator records, pickup and scan events, payment data, authority notices and evidence supplied by the parties. Decisions and staff overrides are recorded in the booking and finance audit trail.

A correction does not delete the original event. If a customer or operator believes a decision is wrong, they should submit one booking-linked support request explaining the disputed fact and requested outcome. Tripnatic may correct the decision when new reliable evidence or mandatory law requires it.

Final provisions

Applicable law, updates and contact

This policy is effective from 1 September 2026 and may be updated for future bookings. The version accepted and stored with a booking continues to govern that booking, subject to any non-waivable rights and the governing-law and dispute provisions in the Tripnatic booking terms.

Use My Trips for cancellations, booking changes and refund tracking. Use the Help Center for practical guidance or open a booking-linked support ticket when a self-service action is unavailable. For an immediate safety emergency, contact local emergency services before reporting the incident to Tripnatic.