This policy explains what happens when a traveler or a Guide cancels or changes a booking made on Excursa. It is part of our Terms of use.
Summary
| Situation | What happens |
|---|---|
| You cancel more than 48 hours before the start | Free. If you paid online, you get a full refund. |
| You cancel less than 48 hours before the start | The amount paid online is not refunded, unless the Guide agrees otherwise. |
| You do not come to the tour (no-show) | No refund. |
| The Guide cancels or does not come | Full refund of everything paid online. |
| The tour cannot take place because of weather, closed roads or other safety reasons | The Guide offers another date; if it does not suit you, you get a full refund. |
Paying the Guide on the day of the tour
While online payment is not yet available on the Platform, you pay the Guide on the day of the tour and nothing is charged in advance. You can cancel such a booking free of charge at any time in My bookings. Please cancel as early as possible, and at least 48 hours before the start, so the Guide can offer the time to other travelers. Travelers who repeatedly do not come to confirmed tours may have their account limited.
How to cancel
- Open the booking in My bookings.
- Press “Cancel booking” and confirm.
- You and the Guide get an email. The time of cancellation is the time recorded by the Platform.
The 48-hour period is counted from the start time of the tour in the local time of the tour’s city.
Changing the date or the number of people
Write to the Guide in the booking chat. If the Guide agrees, they move the booking to the new date, and you receive an email with the new date and time. If the price changes because the number of people changes, the Guide will let you know before the tour.
When the Guide changes or cancels a tour
- If the Guide moves your booking to another date and it does not suit you, you can cancel free of charge and get a full refund of any amount paid online.
- A Guide can cancel a confirmed booking only with a reason. If the Guide cancels or does not come, you get a full refund of any amount paid online. Write to us and we will also help you find another tour.
- Guides who cancel confirmed bookings without a good reason may be removed from the Platform.
Refunds
- Refunds are made to the card used for payment, usually within 5–10 business days, depending on your bank.
- Money paid directly to a Guide (for example in cash on the day) is settled between you and the Guide. If you have a problem with such a payment, contact us and we will try to help.
If something went wrong on the tour
If the tour was very different from the description, write to us at hello@excursa.co within 7 days after the tour, with your booking number and a short description of what happened. We will look into it with the Guide and may offer a full or partial refund.
Contact
Questions about cancellations and refunds: hello@excursa.co.