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Life happens, and plans change. Understand our cancellation and refund policies to make informed decisions when booking or offering tours on Local Guide.
Last Updated: December 4, 2025
Our cancellation policy is designed to be fair to both travelers and guides. We understand that unexpected situations arise, while also recognizing that guides invest time and effort in preparing for tours.
The timing of your cancellation determines the refund amount. The earlier you cancel, the more flexible the refund policy. Please review the details below carefully before making or accepting bookings.
As a traveler, your refund amount depends on when you cancel relative to the tour start time.
100% Refund
Service fee refunded
Cancel at least 48 hours before the scheduled tour start time for a full refund of the tour price. Service fees will also be refunded.
50% Refund
Service fee non-refundable
Cancellations made between 24-48 hours before the tour will receive a 50% refund of the tour price. Service fees are non-refundable.
No Refund
Service fee non-refundable
Cancellations made less than 24 hours before the tour start time are not eligible for a refund. The full payment is retained by the guide.
As a guide, canceling confirmed bookings should be a last resort. Cancellations negatively impact travelers' plans and your reputation on the platform.
If you cancel a confirmed booking, the traveler receives a 100% refund including all service fees, regardless of timing.
You must notify the traveler immediately through the platform if you need to cancel. Provide a clear explanation for the cancellation.
When possible, offer to reschedule the tour to an alternative date that works for the traveler before canceling outright.
Frequent cancellations negatively impact your profile rating and may result in account penalties or suspension.
Certain situations warrant exceptions to our standard cancellation policy. These circumstances are evaluated on a case-by-case basis.
In case of severe weather conditions (hurricanes, blizzards, floods) that make the tour unsafe or impossible, either party may cancel without penalty. Full refunds are provided, and rescheduling is encouraged.
Tours affected by natural disasters, civil unrest, or government-mandated restrictions can be canceled by either party with full refunds provided to travelers.
If either party experiences a medical emergency, cancellations are permitted with appropriate documentation. Refund amounts are determined on a case-by-case basis.
If technical issues on our platform prevent the tour from proceeding as booked, travelers receive full refunds including service fees.
If you believe your situation qualifies for an exception, contact our support team within 24 hours of the incident with relevant documentation (weather reports, medical certificates, government notices, etc.). We'll review your case and respond within 48 hours.
A "no-show" occurs when either party fails to appear at the agreed meeting point without prior cancellation or communication.
No refund issued
If a traveler fails to show up at the agreed meeting point within 15 minutes of the scheduled start time without prior notice, the booking is considered a no-show and no refund will be issued.
Full refund + compensation
If a guide fails to show up without prior cancellation, the traveler receives a full refund including service fees, plus a credit for a future booking as compensation.
Grace Period: We allow a 15-minute grace period from the scheduled start time. If you're running late, communicate immediately through the platform messaging system.
Immediate Confirmation: You'll receive an email confirmation of your cancellation and refund amount immediately after canceling.
Processing Time: Refunds are processed within 3-5 business days after cancellation approval.
Bank Processing: Depending on your bank or payment method, it may take an additional 5-10 business days for the refund to appear in your account.
Refund Method: Refunds are issued to the original payment method used for the booking.
Before canceling, consider modifying your booking instead. Changes to date, time, or tour details may be possible without incurring cancellation fees.
If you disagree with a cancellation decision or refund amount, you can file a dispute with our support team.
Submit a dispute within 48 hours of the cancellation through your booking page or support@localguide.com
Include all relevant information, screenshots, messages, and documentation to support your case
Our team will review and respond within 5 business days with a fair resolution
Our support team is here to help you understand our cancellation policy and assist with any cancellation-related issues.
Email: cancellations@localguide.com
Support: support@localguide.com
Phone: +1-800-LOCAL-GUIDE
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