Key rule
Submitting an availability request is different from holding a confirmed booking. The options available to you depend on the request status and the terms accepted at confirmation.
Pending requests
A request that has not yet been confirmed may be withdrawn by contacting support with the booking reference. If no amount has been collected, there is no payment to refund.
Confirmed bookings
Once availability, pricing and booking terms have been confirmed, the cancellation conditions included in that confirmation apply. Deadlines are measured using the local time of the scheduled experience.
Changes and rescheduling
Requests to change the date, time, ticket option or guest count depend on availability and may affect the total price. A change is not complete until updated details are confirmed.
Service disruptions
If a confirmed experience cannot proceed, the available resolution may include a new departure, a comparable alternative or a refund of eligible amounts for the affected service. Personal travel delays, late arrival and missed departures are generally not treated as service cancellations.
Ticket Assurance
Ticket Assurance is optional and costs $5.93 per guest when selected (infants are free). Any additional cancellation benefit is subject to the assurance terms shown during checkout, including its stated deadline.
Refund timing
When a refund is approved, processing begins after the review is complete. The time until funds appear can vary by payment method and financial institution. Optional charges are refundable only when the terms attached to them allow it.
How to submit a request
Use Manage Booking or reply to a booking update. Include your booking reference, the traveler name, the scheduled date and time, and whether you are requesting cancellation, a change or another resolution.
How requests are reviewed
Each request is checked against its booking status, timing and confirmed terms. If a request is approved, you will receive an update explaining the next step. If it is not eligible, the response will identify the applicable condition. For further help, visit Support.