The Guaranteed to Move You Promise helps protect guests. Therefore, we may require that you give your guest a refund.
The best way to avoid this type of situation is to be responsive to your guests before, during, and after the tour.
The Guiding Standards are in place to help you ensure all your guests have an enjoyable experience.
The majority of the time, issues that your guest may have are quickly solved when you communicate and work things out together. Make sure to stay in touch with your guest within 24 hours after your tour, before contacting us, if your guest is unhappy. In most cases, small issues are solved instantly.
If a refund is required, you must do so within 72 hours of the cancellation or request.