Cancellation & refund policy

Customer Cancellations

We understand plans change. Our refund policy is based on when you cancel after your booking has been confirmed by the seller.

Within 24 hours of confirmation

100%

Full refund to your original payment method

24 – 48 hours after confirmation

75%

Partial refund (subject to review)

48 – 72 hours after confirmation

50%

Partial refund (subject to review)

More than 72 hours after confirmation

0%

Outside refund window (exceptional circumstances may be reviewed)

Seller Cancellations

If a seller cancels your booking for any reason, you will automatically receive a 100% refund.

We hold our sellers accountable to ensure you have a reliable experience. Sellers who cancel frequently may have their accounts reviewed or suspended.

Gifts Shipped by Our Gift Shop

Some gifts are packed and shipped directly by our partner warehouse. Different rules apply to these orders, and they replace the time-based windows above.

  • Before we start preparing your gift, you can cancel from your booking page for a 100% refund. Once your gift is being prepared it can no longer be cancelled online; contact support and we'll do our best.
  • Damaged, defective or missing items:use "Report a problem" on your booking page within 14 days of deliveryand include photos of the item and packaging. We'll send a replacement or refund you.
  • Not delivered:if your gift hasn't arrived by the end of its promised delivery window, report it from your booking page and we'll investigate.
  • We don't accept returns for change of mind on these gifts. Problems must be reported with photos so we can resolve them quickly.
  • No surprise fees at the door:if the recipient was charged import duties or taxes on delivery, submit a claim with a photo of the receipt within 30 days of delivery and we'll reimburse it (up to $150 CAD per order).

How Refunds Work

  1. 1.
    Request cancellation from your booking dashboard
  2. 2.
    Our system automatically calculates your refund based on the timing
  3. 3.
    Refunds are processed to your original payment method
  4. 4.
    Funds typically arrive in 5–10 business days

Disputes

If your experience was not as described, you may open a dispute within 24 hours of the scheduled time. Our team will review all evidence and make a fair decision.

To open a dispute, visit your booking details page and click "Open Dispute."

No-Show Policy

Seller must provide photo evidence of arrival within 24h of scheduled time.

Questions?

If you have questions about our cancellation policy, contact our support team at support@sosurprised.ca