Before payment
A traveler may withdraw an unpaid request. A guide may decline or propose an alternative. If the response or payment hold expires, no confirmed booking is created and the slot is released.
Traveler cancellation
7+ days: 100%; 72h–7 days: 50%; under 72h/no-show: 0%; guide/FandFive cancellation: 100%. Mandatory rights prevail.
Guide or FandFive cancellation
If the confirmed guide or FandFive cancels, the traveler receives a 100% refund or may explicitly accept a reschedule or replacement guide. A guide is never swapped without traveler approval.
Late arrival, reschedule and disruption
Travelers should contact support as soon as possible. Late arrival may shorten the tour without changing the price. A requested reschedule depends on guide availability and is treated as a cancellation if no replacement date is agreed. Severe weather, transport shutdown, safety events, and documented exceptional circumstances receive individual review.
Fees, refunds and disputes
Refunds are returned through the original payment route where possible. Open refund, dispute or safety cases hold guide earnings; the current dispute window is 3 days. Current payout rule: Weekly Tuesday batch after completion plus the 3-day dispute window; open refund, dispute or safety cases remain on hold.