At Fernwayer, we strive to provide exceptional experiences for our travelers. We understand that unforeseen circumstances may occasionally compel an experience maker to cancel a booking. This policy outlines the management of such cancellations.

We expect these to occur rarely, if ever. If advance notice is possible, the first step should be to discuss alternative dates or times with the Traveler via Chat to see if adjustments can align with the Traveler's schedule. If a mutually convenient time is found, simply manage the resolution between the two of you to conduct the experience without the need to cancel or re-book. Refer to this article for help on how to chat with the traveler https://intercom.help/fernwayer/en/articles/9248864-how-can-the-experience-maker-communicate-with-the-traveler-from-the-time-of-booking-until-they-meet.

If rescheduling is not feasible, please contact Fernwayer Support immediately, who will then cancel the booked experience, notify, and refund the traveler.

Cancellations due to uncontrollable factors such as severe weather conditions and/or safety concerns (e.g., related to a boat trip) are permissible. In such instances, Stripe’s financial transaction fee will be covered by Fernwayer.

[Note: For mild rainy weather, we expect Experience Makers to continue with the tour and have a contingency plan that provides an equal value experience to the Traveler; for example, replace one activity with another.]

Experience Makers will not face any monetary penalties for the first two cancellations due to personal emergencies within a calendar year (Fernwayer will cover Stripe's financial transaction fee for these first two instances in a calendar year). However, for any subsequent cancellations, the Experience Maker will be responsible for covering Stripe's financial transaction fee plus an additional 15% of the booking amount. Payment must be made within 7 days of the payment request through a payment link provided by Fernwayer.

A "No Show" occurs when the Experience Maker fails to arrive at the pre-agreed meeting place within fifteen (15) minutes of the start time of the experience, unless they pre-align a revised meeting time with the Traveler via Fernwayer Chat. In such cases, the Experience Maker will be responsible for covering Stripe’s financial transaction fee plus an additional 15% of the booking amount. Payment must be made within 7 days through a payment link provided by Fernwayer.

For any of these cases, Fernwayer may reach out to you for documentation or verification to confirm the correct cancellation reason.

Experience Maker-initiated cancellations lead to traveler dissatisfaction and can negatively affect your experience review scores. Repeated cancellations may lead Fernwayer to de-list experiences to preserve the quality of service offered on our platform.

Fernwayer reserves the right to update or modify this cancellation policy at any time. Changes will be communicated via email and our website. The revised policy will apply to all cancellations made after the date of the update.