Refund Policy

• More than 48 hours before trip start: full refund minus the Stripe payment processing fee (~3%). • 24–48 hours before trip start: 50% refund. • Less than 24 hours before trip start: no refund, unless the guide cancels or a qualifying emergency occurs.

If a guide cancels within 24 hours of the trip start, the traveler receives a full refund including all fees. Guides who cancel repeatedly may have their accounts suspended. Travelers affected by a guide cancellation receive a priority rebooking voucher.

TerraGuide may issue full refunds at our discretion for verified emergencies including: documented medical emergencies, severe weather making travel unsafe, and natural disasters. Contact support within 24 hours of the trip with documentation.

If you believe you are owed a refund not covered above, email support@terraguide.app within 7 days of the trip date with a description of the issue. We aim to resolve all disputes within 5 business days. Our decision is final unless you escalate to your card issuer.

Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank. TerraGuide is not responsible for delays caused by your bank or card issuer.