Supplier cancellation policies
These are the exact policies a supplier can attach to an experience. The one that applies to you is always displayed on the listing and on your booking.
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How refunds work on Tripoora
There is no single Tripoora-wide refund rule. Each experience carries a cancellation policy chosen by its supplier from the standard policies below, and that policy is shown on the listing, in the checkout summary and on your booking confirmation.
The policy in force when you pay is captured on your booking. A supplier changing its policy later never affects a booking you have already made.
Cancelling inside the policy window
If you cancel before the deadline, the cancellation is processed automatically — no support ticket, no waiting for supplier approval. The refund percentage from the policy is applied to the total you paid and returned to your original payment method, and you receive an email confirmation with the amount.
Refund deadlines are calculated against the experience start time in the venue's local time zone. Bank posting times vary: card refunds usually appear within 5 to 10 working days.
Cancelling outside the window, or final-sale bookings
Once the deadline has passed — and for experiences sold as final sale — the booking is non-refundable under the supplier's terms. You can still send a cancellation request with a reason from your account: a Tripoora agent reviews every request and can approve an exception, for example for documented illness, bereavement or a travel disruption outside your control. Exceptions are discretionary and are recorded in the cancellation audit trail.
If the supplier cancels
- You receive a 100% refund of everything you paid, regardless of the product's cancellation policy.
- You may instead choose to move to another available date or time slot at no extra cost.
- Where an experience is cancelled for weather, safety or minimum numbers, we notify you on the contact channel you verified at checkout as soon as the supplier reports it.
- Tripoora is not responsible for your related travel costs, such as flights or hotels. Travel insurance is recommended.
Partial refunds, amendments and no-shows
- Reducing participant numbers before the deadline refunds the removed participants at the policy percentage; the remaining booking stays valid.
- Date or time changes are treated as an amendment where the supplier allows it, and otherwise as a cancellation followed by a new booking.
- No-shows, late arrivals beyond the supplier's stated tolerance and unused tickets are not refundable.
- Add-ons and extras follow the cancellation policy of the parent booking unless the listing says otherwise.
For suppliers
Suppliers select a cancellation policy per product during the product wizard, and it is enforced by Tripoora automatically at the moment a traveller cancels. Supplier-initiated cancellations of confirmed bookings always refund the traveller in full and are subject to the cancellation fee set out in the supplier agreement, deducted at settlement. Every cancellation, fee deduction, refund type and payment-provider status is recorded in the supplier cancellation and refund audit log.
Your statutory rights
Under EU consumer law, the 14-day right of withdrawal generally does not apply to leisure services supplied on a specific date or within a specific period, which covers most tickets, tours and activities. Your rights in cases of non-performance, misdescription or supplier cancellation are unaffected by this policy.
Questions about a specific refund? Reply on the message thread of your booking, or write to support@tripoora.com with your booking reference.
