Refund Policy
Every experience on heycupo has a cancellation policy set by the operator. The policy that applies to your booking is shown before you confirm and included in your confirmation email.
Standard policies
Flexible
- Full refund if you cancel at least 2 hours before the experience starts.
- No refund after that unless the operator chooses to make an exception.
Standard
- Full refund if you cancel at least 24 hours before the experience starts.
- No refund after that unless the operator chooses to make an exception.
Strict
- Full refund if you cancel at least 48 hours before the experience starts.
- No refund after that unless the operator chooses to make an exception.
Operator cancellation
If the operator cancels, you receive a full refund of any amount charged through heycupo, regardless of the policy. This includes cancellations for weather, equipment failure, guide illness or operational issues.
The operator may offer a reschedule. You can accept or refuse. If you refuse, the refund still applies.
How refunds are paid
- Online card payment: refunded to the same card or payment method. Timing depends on Stripe and your bank, commonly 5 to 10 business days.
- Partial deposit: the deposit paid online is refunded according to the policy. Any cash balance not yet paid does not need a refund.
- Cash on arrival: no refund is needed because no money was collected through heycupo.
- Card guarantee: cancelling before the cutoff releases the card from no-show exposure. If no no-show fee was charged, no refund is needed.
Failed or expired checkout
If checkout fails, is cancelled or expires before confirmation, the booking is not confirmed and no refund is needed because the card was not successfully charged. If your bank shows a temporary authorization, it should disappear according to your bank's timing.
No-show fees
If you booked with card guarantee and did not arrive or cancel in time, the no-show fee is not refundable just because you later decide not to attend. You agreed to that fee at booking.
If the operator failed to run the experience and you were there on time, that is operator cancellation. Any no-show fee captured in error should be refunded.
How to cancel
Use the cancellation link in your confirmation email. If that does not work, reply to the confirmation email and ask the operator to cancel.
Once a booking is cancelled, it cannot be reopened unless the operator creates or confirms a new booking.
Disputes
Contact the operator first. Their contact details are in your confirmation email. If that does not resolve it, reply to the confirmation email and heycupo will try to help mediate.
For card payments, you may also use your card network's chargeback process. heycupo and the operator may respond with evidence on file.
For the full legal framing, see the Booking Terms. Last updated: version v2, effective 2026-04-27.