Sign In

Refund, Cancellation & Returns Policy 

1. General Principle

The Hiker’s Hub acts as a marketplace that facilitates bookings between Guests (Adventurers) and Owners (Providers). Payments are processed through the Platform, which may hold funds temporarily before releasing them to Owners after successful completion of a booking.

2. Cancellation Timeframes (Guests)

Cancellation eligibility is based on how far in advance the cancellation is made:

  2.1 More than 72 hours before the experience

  • Eligible for full refund (minus any payment processing fees where applicable)

  2.2 Between 72 hours and 24 hours before the experience

  • Eligible for a partial refund (up to 50%)
  • Remaining amount may be retained to cover operational and booking costs

  2.3 Less than 24 hours before the experience

  • No refund eligible
  • Booking is considered final due to reserved capacity and operational commitments

  2.4 No-shows

  • No refund will be issued
  • Full booking amount may be retained

3. Cancellations by Owners

If an Owner cancels a booking:

  • Guests are entitled to a full refund, regardless of timing
  • Alternatively, Guests may choose to reschedule (subject to availability)
  • Repeated cancellations by Owners may result in penalties or account review

4. Refund Eligibility Exceptions

Refunds may also be issued outside normal rules if:

  • The Owner fails to deliver the experience as described
  • There is a verified safety-related cancellation initiated by the Owner
  • A technical or system error caused an incorrect booking or double charge

5. Processing of Refunds

  • Approved refunds will be processed to the original payment method
  • Processing time: 5–10 business days (depending on banks/payment providers)
  • The Hiker’s Hub is not responsible for external banking delays

6. Disputes

In the event of a dispute:

  • The Hiker’s Hub will act as a neutral intermediary
  • Both parties may be required to provide evidence
  • Final refund decisions rest with the Platform, subject to applicable law

7. Platform Role

The Hiker’s Hub:

  • Does not provide or operate experiences
  • Does not guarantee outcomes of any activity
  • Acts solely as a booking and payment facilitator between Users

8. Final Authority

The Hiker’s Hub reserves the right to:

  • Override standard refund rules in cases of fraud, abuse, or system error
  • Protect both Guests and Owners where fairness or safety is concerned