If a traveler raises a question about your tour
You'll get an alert and email. We help you mediate these scenarios.
We contact both parties separately. Possible outcomes: full refund to traveler, partial refund, or no refund. Always communicated to you.
If a refund is issued, your payout is adjusted accordingly.
What we look for
A specific gap between what your listing promised and what the traveler experienced.
Duration cut short. Language different from listing. Group size much larger than described. Itinerary substantially changed.
"They didn't enjoy it" isn't a dispute. "The listing said 2 hours, entries included, but it ran for 45 minutes and they weren't" is.
Protecting yourself from disputes
Keep your listing tight. If you make a change to a run on the day — route, duration, group size — tell your travelers upfront.
Communication solves most disputes before they start.
Travelers have 24 hours to raise a dispute, but document changes where you can.
Still have questions? We're back within 8 hours — usually less.
Contact support