When a Traveler cancels within the free-cancellation period
If a Traveler cancels within the free-cancellation period (see How Cancellations Work on Fernwayer for the definition):
They receive a full refund
You receive no payout for the cancelled booking
Your Booking Calendar is updated to make the slot available again
You'll be notified by email and in the Notification Center. No action is required from you.
When a Traveler cancels outside the free-cancellation period
If a Traveler cancels after the free-cancellation period has closed:
They pay in full — no refund
You receive your full payout
Your Booking Calendar is updated to make the slot available again, though depending on your booking cutoff and how close to the day it is, it may not rebook
When a Traveler wants to reschedule
Reschedules aren't self-serve. If a Traveler asks to move their booking to a different date, message Fernwayer Support. We can reschedule from the back-end within 48 hours of the original booking, or in the case of a weather or safety issue.
Outside that window, the Traveler needs to cancel their existing booking (per the cancellation policy above) and book a new date.
When a Traveler wants to reduce their party size
If a Traveler wants to drop one or more people from a booking that's already been made, message Fernwayer Support. The cancellation policy applies to the guests being removed based on when the change is happening — full refund within the free-cancellation period, no refund outside it.
When a Traveler doesn't show on the day
A Traveler no-show occurs when they fail to arrive at the meeting point within:
15 minutes of the start time for shared Experiences
30 minutes of the start time for private Experiences
... and haven't communicated with you — through Fernwayer Chat or an agreed phone number — about a delay or a change in plans.
For a Traveler no-show:
The full booking price is non-refundable
You receive your full payout
You are not expected to wait longer than the timeframes above
Before you leave, follow the guidance in When Something Changes on the Day — try to reach the Traveler through Chat, phone, and WhatsApp; then message Fernwayer Support.
Adding participants to a booking
If a Traveler wants to add more people to an existing booking, see How Do I Add Additional Participants to an Existing Booking?