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.

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