Cancellation Policy

Version 1.0 — Effective from 26/04/2026

This Cancellation Policy governs the refund conditions for experiences booked on Stravagando. The policy applicable to each experience is chosen by the Host when creating the listing and is always clearly indicated on the experience page, before the booking is confirmed.

1. Available policies

Stravagando offers Hosts six cancellation policies, from the most flexible to the most strict. Each policy specifies the cancellation window before the experience start and the corresponding refund percentage.

Last Minute

100% refund for cancellations made up to 24 hours before the start.
No refund within the last 24 hours.

Very flexible

100% refund for cancellations made up to 48 hours before the start.
No refund within the last 48 hours.

Flexible

100% refund for cancellations made more than 5 days before the start.
50% refund for cancellations between 3 and 4 days before.
No refund within the last 3 days.

Moderate

100% refund for cancellations made more than 8 days before the start.
50% refund for cancellations between 5 and 7 days before.
No refund within the last 5 days.

Strict

100% refund for cancellations made more than 15 days before the start.
50% refund for cancellations between 8 and 14 days before.
No refund within the last 8 days.

Very strict

100% refund for cancellations made more than 31 days before the start.
50% refund for cancellations between 15 and 30 days before.
No refund within the last 15 days.

2. Refund calculation

The cancellation window is calculated based on the experience start time stated on the booking, expressed in the local time zone of the place where the experience takes place.

The refund percentage applies to the total price paid for the experience, excluding any non-refundable extras explicitly stated at the time of booking (e.g. third-party booking fees, museum or event tickets managed by external providers).

3. Cancellation by the Customer

The Customer may request cancellation directly from the "My bookings" area or by contacting Customer Service via the contact form or the indicated email address.

Refunds, where due, are processed to the same payment instrument used for the purchase within 5–10 business days from the acceptance of the request. Actual credit timing depends on the Customer's banking circuit.

Service fees charged by Stravagando at payment time are not refundable in case of Customer-initiated cancellation, except in the cases under sections 4 and 5.

4. Cancellation by the Host

If the Host cancels (for any reason), the Customer is always entitled to a full 100% refund of the price paid, including Stravagando service fees.

In addition to the refund, Stravagando may offer the Customer, when available:

An alternative date for the same experience with the same Host;
A promotional credit of equal value usable on another Platform experience;
Similar experiences offered by other Hosts in the same area.

Acceptance of any alternative is optional: the Customer may always choose the monetary refund only.

5. Force majeure and extraordinary events

In case of unforeseeable events beyond the parties' control — such as natural disasters, government-declared emergencies, transport blockages, weather conditions that make the experience objectively impossible or unsafe — the Customer is entitled to a full 100% refund, including service fees.

Hosts cancelling for force majeure incur no reputational penalties on the Platform.

Stravagando reserves the case-by-case assessment of force majeure events, including based on official documentation (e.g. weather alerts, municipal orders).

6. Customer no-show

A no-show is the Customer's failure to appear at the agreed time and place without prior cancellation. In case of no-show no refund applies, regardless of the policy associated with the experience.

The Host is required to wait for the Customer for a reasonable margin (typically 15 minutes) before considering the booking forfeited for no-show.

7. Booking modifications

The Customer may request changes to date, time or number of participants by contacting the Host directly via the Platform chat. Acceptance is at the Host's discretion and subject to availability.

Accepted changes do not constitute a cancellation and do not result in charges or refunds, except for any price difference due to the change in number of participants.

8. Vouchers and Gift Cards

Experiences purchased with Vouchers or Gift Cards follow the same cancellation policy associated with the booked experience. In case of cancellation with refund right:

If the booking was paid entirely with voucher, the refunded value is credited back as Platform credit, valid until the original voucher expiry;
If the booking was paid partially with voucher, the cash portion is returned to the payment instrument, while the voucher portion is credited back as credit.

9. How to request a refund

Sign in to your account and go to "My bookings".
Select the booking to cancel and click "Cancel booking".
The system will show the applicable refund percentage based on the experience policy and remaining days.
Confirm the cancellation: you will receive a confirmation email with the refund details.
The refund is processed to the same payment instrument within 5–10 business days.

For force majeure requests or disputes, contact Customer Service: assessment is completed within 5 business days from receipt of supporting documentation.

10. Final provisions

This Cancellation Policy forms an integral part of the General Terms and Conditions of Stravagando. In case of conflict between a clause of the General Terms and this Policy, the latter prevails for the specific subject matter (cancellations and refunds).

Stravagando reserves the right to amend this Policy at any time, notifying registered Users. Changes apply to bookings made after the new version's effective date; bookings already confirmed remain governed by the version in force at the time of confirmation.