Cancellation policy

There is no single Yalator-wide cancellation rule, and we would rather say that than publish one that half the catalogue contradicts. Each experience sets its own terms, because a private transfer, a timed museum ticket and a shared desert safari genuinely differ in what a late cancellation costs the operator.

The terms for what you are booking are shown on the experience page, again at checkout, and again on your confirmation email. Those are the terms that apply to your booking, and they are fixed at the moment you book — a later change to an experience does not change what you agreed to.

Where an experience offers several options, the terms shown on the card are the strictest across them. It is better to be told a stricter rule and find the one you chose is kinder than the reverse.

This is the part that surprises people, so it is worth stating plainly. Cancelling a booking frees the seats. What happens to your money depends on whether we had taken it yet:

• If the amount was still only HELD on your card, cancelling releases the hold. Nothing was taken and nothing needs refunding — the pending amount disappears from your statement.
• If the amount had already been TAKEN, cancelling does not send it back on its own. A refund is a separate step, and we tell you it is happening rather than leaving you to wonder.

You will be told which of the two applies to your booking when you cancel. If you are not sure afterwards, ask us with your reference and we will tell you exactly where the money is.

Use the link in your confirmation email, or cancel here. You need your booking reference and the email address you booked with — knowing the reference alone is not enough, because a confirmation email can be forwarded.

A cancellation request is not the same as a cancellation: it reaches us, and we action it. You will get confirmation when it has been done.

Cancelling is done here on the website rather than in the app, so open this page in a browser if you are reading it on your phone.

You get everything back, in full, whatever the experience’s own terms say and however close to the date it happens. Those terms govern a cancellation by you; they have no bearing on one by us.

Weather, mechanical failure, a departure that does not reach its minimum numbers — all the same answer. Where we can offer you an alternative date or a comparable experience, we will, but you are never obliged to take one instead of your money.

If you do not arrive and have not told us, the booking is treated as used and there is no refund. Operators hold a place, staff and often a vehicle for you, and none of that becomes available again at short notice.

If something has gone wrong on the day — traffic, a delayed flight, an illness — call us rather than writing the booking off. We can often move it, and we can almost never fix it afterwards.

Refunds go back to the card you paid with; we cannot send them anywhere else. Once issued, how quickly it appears is your bank’s decision rather than ours — usually a few working days, occasionally longer.

If it has been more than ten working days since we told you a refund was issued, contact us with your reference and we will chase it.