---
title: "Booking cancellation and refunds"
url: "https://help.turneo.com/en/article/booking-cancellation-and-refunds"
language: "en"
last_updated: "2025-02-28T15:16:31.474Z"
---

# Booking cancellation and refunds

This help page outlines the policy for experience cancellation and refunds depending on whether the cancellation is initiated by Turneo, the traveller, organiser or a reseller of the experience.

## **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. 

**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.

Refunds can be initiated in the following ways:

1.  **Automatic Cancellation Email**:
    -   When a booking is canceled (traveller/organizer), an automatic email is sent to notify both the traveller and the organizer. The refund will be processed by Turneo.
2.  **Post-Experience Refund Requests**:
    -   If the experience date has passed, the traveller, organizer, or reseller can contact us via email to request a refund. They must include a detailed explanation of the reason for the refund.

**Approval Criteria:**

-   **Cancellations Outside the Cancellation Window**: Refunds are automatically approved.
-   **Cancellations After the Cancellation Window**: Refunds require written approval from the organizer. For rare exceptions, reseller approval may also be required.

1.  **Standard Approval**:
    -   Refunds within the cancellation window are processed without requiring additional approval.
2.  **Post-Window Approval**:
    -   Refunds require written confirmation from the organizer.
    -   In rare cases, reseller approval may be required.