Cancellation policy

Last updated: 22 August 2026 · Forms part of our terms of use

Plans change. Here's exactly what happens when they do — no small print, no phone tree.

1. The policy is set per listing

Each experience carries its own cancellation window, chosen by the operator. You see it in three places before you ever pay: on the experience page, at checkout, and on your voucher. Most fall into one of these:

• Free cancellation up to 24 hours before — the most common. Cancel before the deadline and you get 100% back.
• Free cancellation up to 48 or 72 hours before — usual for small-group tours, charters and anything where the operator commits resources days ahead.
• Free cancellation any time before the start — offered by some attraction tickets and self-guided experiences.
• Non-refundable — the price is lower because the seat can't be resold. Labelled clearly, and never a surprise at checkout.

The deadline is measured against the experience's local start time, not your time zone.

2. Cancelling within the window

Open your booking page and press Cancel booking. We show you the exact refund before you confirm it. The cancellation is immediate and the operator is notified automatically — there is nobody to call and nothing to negotiate.

3. Cancelling after the window, and no-shows

Once the free-cancellation deadline has passed, the booking is not refundable, and neither are no-shows or late arrivals past the stated cut-off. If something serious happened — hospitalisation, bereavement, a cancelled flight — email support@tourlies.com with your reference. We can't promise a refund, but we will put the case to the operator and tell you what they say.

4. Non-refundable listings

Non-refundable means exactly that: no refund at any point after payment, including for no-shows. These listings are marked before checkout and on your voucher. If you want flexibility, choose a listing with a free-cancellation window instead — the price difference is usually small.

5. If the operator cancels

You get a full refund. Always. No fee, no deduction, no argument — whether the cause is weather, mechanical trouble, an unmet minimum group size, or the operator simply being unable to run the day. The refund is issued automatically as soon as the cancellation is recorded.

Operators will often offer an alternative date or a comparable experience first. Accepting is entirely your choice; declining does not affect your right to a full refund.

The same applies where an event genuinely outside anyone's control stops the experience going ahead — severe weather, natural disaster, strike, government restriction.

6. How refunds are paid

• Refunds go back to the original payment method. We can't redirect them to a different card, an account balance or a voucher.
• Expect the money in 5–10 business days from approval. Most banks are quicker; a few are slower, and that part is out of our hands.
• Refunds are issued in the currency you were charged. If your bank converted the original payment, exchange-rate movement may leave a small difference — that's the bank's conversion, not a deduction by us.
• Any on-site costs you paid the operator directly are settled with them, not through Tourlies.

7. Partial cancellations

Guest counts can't be reduced after payment. To drop a guest, cancel the whole booking within its free-cancellation window and rebook at the smaller size.

8. Chargebacks

Please talk to us before raising a chargeback — we can usually resolve it the same day, and a chargeback freezes the booking while the bank investigates, which slows everything down for everyone.

9. Questions

support@tourlies.com · +1 (888) 555-0199, 24/7. More answers in the help centre.