The cancellation conditions are displayed in each activity and the customer sees them when booking. As a rule, cancellations are possible up to 24 hours before the activity. The customer can edit and cancel their booking independently.

If they're already outside the cancellation period or if the activity cannot be cancelled, they can't do this themselves. In these cases, we will always receive a message with a request for a refund with an explanation.

If we receive such a request for a cancellation outside the specified period, i.e. at very short notice or even retrospectively, we will never make a refund without first consulting you.

To avoid fraud, we always ask for your consent to confirm the customer's account. In any case, you will be contacted by us. Even if you've already told the customer to contact us for a refund, we will ask you for confirmation. This is the only way we can be sure that it is not a case of fraud.