GuideX Cancellation Policy

2. The 48-hour rule

Cancel at least 48 hours before your experience starts and you receive a full refund.

Cancel less than 48 hours before the start time and the amount you paid is not refunded.

The window is measured from the experience start time, not from when you booked. There is no cancellation fee at any point.

3. How to cancel

Cancelling takes a minute, on the website or in the app:

• Open the booking under Bookings and choose to request a cancellation.
• Pick a reason and add any extra details you would like. The details are optional, but they help us review fairly.
• Your host is notified and our team reviews the request. You will hear back once it is resolved.
• If a refund is due, we start it as soon as the cancellation is approved.

4. Refunds

Approved refunds are returned to your original payment method through Paystack, our payment provider. How long the money takes to appear depends on your bank or mobile money provider.

If you did not pay anything for the booking, for example a free or promotional booking, there is nothing to refund. The booking is simply cancelled.

5. If your host cancels

Sometimes a host has to cancel, or an experience cannot run. When that happens you get a full refund, regardless of timing, and we will notify you as soon as we know.

6. No-shows

Not turning up counts as a late cancellation. If you miss your experience without cancelling, the amount paid is not refunded.

7. Exceptions

Things go wrong that nobody plans for: a medical emergency, a cancelled flight. If something outside your control stops you from attending, say so when you request the cancellation. Requests inside the 48-hour window are reviewed case by case, and we can make exceptions at our discretion.

This policy forms part of the GuideX Terms & Conditions. Where the two differ, this policy governs cancellations and refunds.

8. Common questions

Is there a cancellation fee?

No. If you cancel at least 48 hours before the experience starts, your full payment is refunded once the cancellation is confirmed.

How is the 48-hour window measured?

From the experience start time. If your experience starts at 2pm on Saturday, you can cancel up to 2pm on Thursday for a full refund.

How long do refunds take?

Approved refunds go back to your original payment method through Paystack. How quickly the money shows up depends on your bank or mobile money provider. If nothing has arrived after two weeks, contact support and we will chase it.

What happens if the host cancels?

You get a full refund, whatever the timing. The 48-hour rule only applies to cancellations you make yourself.

9. Need a hand?

If you are not sure whether your booking qualifies, or a refund is taking longer than expected, our team can help. Visit Support or review the full Terms & Conditions.