Cancellation & Refund Policy

1. Scope and Relationship

This policy applies to bookings made through the Velanuro marketplace. The booking contract for an experience is between you (the Customer) and the Provider; Velanuro facilitates the booking, the payment and, where applicable, the refund process. See our Terms of Service for the full framework.

2. The Policy Shown Before You Book

Every listing displays its cancellation policy before you complete a booking, including on the experience page and in the booking panel. The listing-specific policy displayed to you before booking takes priority for that booking. Where this document and a listing policy differ, the listing policy as disclosed before your booking governs.

3. Cancellation Policy Options

Velanuro currently supports the following listing cancellation policies. These are marketplace configurations set by the Provider — they are not universal mandatory rules; the policy on your specific booking is the one displayed before you booked.

• Flexible — full refund when the booking is cancelled at least 24 hours before the scheduled start time.
• Moderate — full refund when cancelled at least 72 hours before the scheduled start time, and a 50% refund when cancelled at least 24 hours before the start time.
• Strict — 50% refund when cancelled at least 7 days before the scheduled start time.
• No refund — the booking is non-refundable once booked.

Velanuro may support additional or updated policy configurations in the future. Where a listing shows different or additional cancellation terms, those disclosed terms apply to that booking.

4. Customer Cancellations

You can cancel a booking from "My bookings" on the platform, or by contacting support@velanuro.com.

If you cancel within the refundable period of the applicable listing policy, you receive the refundable amount according to that policy.

If you cancel after the refund deadline, the booking may be non-refundable, unless:

• the Provider agrees otherwise;
• applicable law requires otherwise; or
• exceptional circumstances justify a different outcome.

5. Provider Cancellations

If the Provider cancels and cannot provide the booked experience, you will normally receive a 100% refund of the amount you paid for the cancelled booking. Velanuro may also help you find an alternative experience where practical, but replacement availability cannot be guaranteed.

Providers that repeatedly cancel confirmed bookings may be warned, deprioritised, temporarily suspended or removed from Velanuro, depending on the circumstances.

6. Weather and Operating Conditions

For weather-dependent activities, the listing is marked as such and may show the Provider's weather policy.

If the Provider determines that the experience cannot safely operate because of weather or other operating conditions, you will normally be offered either:

1. rescheduling, where available; or
2. a full refund for the cancelled experience.

The Provider, as the operator of the activity, normally determines whether operating conditions are safe. Deciding independently not to attend because you dislike the weather does not automatically qualify as a weather cancellation if the Provider is still safely operating the experience.

7. No-Shows and Late Arrivals

If you fail to arrive at the required meeting point by the specified time and the Provider cannot reasonably accommodate you, the booking may be treated as a no-show. No-shows are normally non-refundable.

Providers should make reasonable efforts to accommodate late Customers where practical, but are not required to delay group departures or materially disrupt an experience because a Customer is late. A late arrival resulting in a missed experience may be treated as a no-show.

8. Partial Refunds

Partial refunds may be offered where appropriate, including situations where:

• part of an experience could not be delivered;
• the Customer and the Provider agree on a partial refund;
• Velanuro determines a partial refund is appropriate when facilitating a dispute; or
• applicable law requires it.

A partial refund is not promised in every complaint situation.

9. How Refunds Are Processed

Approved refunds are returned through the original payment method wherever technically possible.

Velanuro and its payment processing partners normally initiate an approved refund promptly, but we cannot promise a fixed number of days for the money to arrive. Actual arrival time depends on banks, card networks and the payment providers involved in the transaction.

10. Marketplace Fees and Processing Costs on Refunds

Where you receive a full refund for a cancelled booking, Velanuro's marketplace commission attributable to that booking is normally also reversed and not retained. However, third-party payment processing costs that are not returned to us by the payment processor may be non-refundable where this is legally permitted and appropriately disclosed.

For partial refunds, marketplace fees may be recalculated based on the final retained booking value.

11. Chargebacks and Payment Disputes

Velanuro and its payment partners may investigate chargebacks, payment disputes, suspected fraud and unauthorised payments. Customers and Providers may be asked to provide reasonable supporting information for such investigations.

Card networks and payment processors make the final decision on chargebacks; Velanuro does not have final authority over those decisions. Submitting dishonest chargebacks or disputes may result in account restrictions.

12. Questions and Requests

You can cancel and manage bookings in "My bookings". For cancellation and refund questions, contact support@velanuro.com or use our contact page.

See also our Terms of Service and Privacy Policy.