At Chill N' Go, we want you to feel confident booking with us. Here's our transparent cancellation and refund policy so you know exactly what to expect.
Before Guide Match
If no guide has been assigned to your tour yet, you can cancel for a full refund. The refund is processed automatically via Stripe and typically arrives within 5-10 business days.
After Guide Match, Before Tour Starts
Once a guide has been matched but the tour hasn't started yet, a 50% refund is available. Your guide has already begun preparing and traveling to your location.
During the Tour
Once your tour is in progress, no refund is available. If you experience any issues during the tour, please contact us and we'll work to make it right.
Guide No-Show
If your assigned guide fails to arrive, you receive a full refund plus a discount coupon for your next booking. We take reliability seriously.
On-Demand vs. Scheduled Tours
On-Demand Tours
For on-demand tours, there is a 2-minute grace period after booking during which you can cancel for a full refund. After a guide is assigned and on the way, no refund is available. If no guide is found within the search period, you automatically receive a full refund.
Scheduled Tours
For scheduled tours, free cancellation is available up to 24 hours before the tour start time. Within 24 hours of the start time, a 50% refund applies. No refund is available after the tour has started.
How to Cancel
- Go to your booking history page or use the link in your confirmation email.
- Find your active booking and tap the cancel button.
- Your refund (if eligible) will be processed automatically via Stripe.
Questions?
Our team is here to help. Reach out anytime and we'll get back to you as soon as possible.
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