Experiences Guest Refund Policy


What is JWguest's Guest Refund Policy on experiences?

If you’re you and your guest encounter a travel issue; the Guest Refund Policy prevents you from being able to complete experience on JWguest, and you’re unable to resolve it with your host, and the Experiences Guest Refund Policy will apply.

Any trip or experience can be canceled and fully refunded within 24 hours of purchase.

Eligible situations

Some situations can be eligible for a refund under the policy generally fall into one of three categories:

  1. The host made significant changes to the experience after your booking.
  2. The host fails to carry out the booked experience or arrives more than 30 minutes past the stated start time, causing you to abandon the experience.
  3. The experience is unsafe or contains health risks that would reasonably be expected to affect your participation in the experience.

If JWguest determines that you experienced a travel issue, JWguest will, at its discretion, provide you with a refund. The amount of any refund will depend on the nature of the travel issue encountered.

Claim Submission

To submit a valid claim for your reservation, you are required to:

  1. Contact us through e-mail within 24 hours of the scheduled experience start time to document the issue. Include in your claim photographs a detailed description or other evidence of the issue as part of your claim.
  2. Be not responsible directly or indirectly for the travel issue.
  3. Have used reasonable efforts to remedy the circumstances of the travel issue with the host before making a claim. You should also message your host on the JWguest platform to notify them of the issue.
  4. We can verify this process in your personal JWguest account.
  5. Answer within 24 hours our requests for any additional information.

 

Updated: March 7th, 2024