What Happens If a Guide Cancels

It's rare, but sometimes a guide has to cancel or doesn't confirm your request. Here's what happens. The full rules are in the Cancellation Policy (Section 2) and the Order Issue Rules.

If your guide cancels a confirmed booking

• You get a full refund of the total price, with no fees, whenever the guide cancels

• Any Tripolo Credit you used is returned in full to your account within 24 hours

• You'll be notified in the app and by email

• You don't need to request the refund

If your card had only been authorised, the hold is cancelled. Otherwise, we refund your original payment method. When the money reaches you depends on your bank.

If your guide doesn't confirm in time

If your guide declines or doesn't respond in time, your request is cancelled automatically. Your card isn't charged, the authorisation is released, and any Tripolo Credit is returned.

If your guide doesn't show up

Contact Tripolo Support right away through the app or at support@tripolo.com. If your guide doesn't appear, or is so late that the day can't go ahead and you leave, you get a full refund.

If your guide is late but the day still goes ahead, you can raise an issue within 48 hours of the end of your service, and we'll decide on any refund or compensation. See Reporting a Problem.

Finding another guide

We'll help you find another guide or a different date. We can't guarantee an equivalent alternative, and we don't cover price differences on a new booking. You can also browse other available guides and book again yourself.

When events stop the trip

If a major event outside anyone's control, such as an official red-level weather warning or a government order, stops the trip, the Guide Service Disruption Policy applies. You can choose a full refund or a free change of date.

Need help?

Contact Tripolo Support through the app or at support@tripolo.com.