Cancellation & Refund Policy

1. Overview

Most Seeo Bookings follow a simple rule:

Standard Cancellation

Cancel at least 24 hours before the scheduled start time to receive a Full Refund.

This is the standard policy for most:

• Experiences;
• Local Companion Bookings;
• Services; and
• one-day Group Tours.

Certain Bookings that require significant advance preparation, customization, dedicated personnel, reservations, or non-recoverable costs may use an Extended or Special Cancellation Policy.

Multi-day Group Tours use a separate staged cancellation schedule because Hosts may incur substantial costs well before departure.

The applicable cancellation terms will always be shown before you complete your Booking.

2. Definitions

For purposes of this Policy:

"Booking" means a confirmed reservation or purchase made through the Seeo Platform.

"Experience" means an activity, workshop, tour, excursion, cultural activity, or other experience offered through Seeo.

"Local Companion" means a Host booked to accompany, assist, guide, or spend time with a Traveler on a private or semi-private basis.

"Group Tour" means a scheduled tour involving multiple Travelers or Participants and may include one-day or multi-day travel arrangements.

"Service" means another travel-related service offered through Seeo, including services such as transportation, photography, interpretation, itinerary planning, or other local services.

"Host" means the independent provider responsible for providing the booked offering.

"Start Time" means the scheduled start date and time shown in your Booking Confirmation.

"Local Time" means the local time at the location where the booked service begins unless Seeo expressly states otherwise.

"Full Refund" generally means a refund of the amount actually paid through Seeo for the affected Booking, including applicable Seeo service fees and taxes collected as part of that Booking, subject to the exceptions described in this Policy.

"No-Show" means a Traveler who fails to attend or cannot participate under the circumstances described in this Policy.

3. Standard Cancellation Policy

Unless another cancellation policy is clearly disclosed before Booking, the following standard policy applies to:

• Experiences;
• Local Companion Bookings;
• Services; and
• one-day Group Tours.

Cancel 24 Hours or More Before Start

You will receive a Full Refund.

Cancel Less Than 24 Hours Before Start

The Booking is generally non-refundable.

No-Show

The Booking is generally non-refundable.

For example:

If your Booking begins at 2:00 PM on September 21, the free cancellation period ends at 2:00 PM on September 20, based on the Local Time of the booked service.

A Booking made less than 24 hours before its Start Time may become non-refundable immediately upon confirmation unless the Listing expressly provides otherwise.

4. Extended and Special Cancellation Policies

Certain Bookings may require a longer cancellation period because the Host must make commitments before the service begins.

An Extended or Special policy may apply where the Booking involves circumstances such as:

• customized preparation;
• multi-day Local Companion arrangements;
• dedicated full-day or multi-day personnel;
• advance itinerary planning;
• reserved transportation;
• venue reservations;
• materials purchased specifically for the Traveler;
• limited-capacity reservations;
• prepaid admission;
• third-party tickets;
• or other significant advance commitments.

Where an Extended policy applies, the most common rule will be:

Cancel 72 Hours or More Before Start

Receive a Full Refund.

Cancel Less Than 72 Hours Before Start

The Booking is generally non-refundable.

Seeo may determine which Listings are eligible to use an Extended or Special cancellation policy.

Hosts may not use a stricter cancellation policy unless Seeo permits it and the applicable terms are clearly disclosed before Booking.

5. Non-Refundable Components and Bookings

Certain portions of a Booking may be non-refundable where the Host must purchase or reserve something that cannot reasonably be recovered.

Examples may include:

• event tickets;
• train or transportation tickets;
• admission tickets;
• personalized products;
• permits;
• reservations;
• prepaid third-party services; or
• other non-recoverable costs.

Where practical, any material non-refundable component should be disclosed before you complete the Booking.

Certain Bookings may be designated entirely Non-Refundable where justified by the nature of the product or service.

A Non-Refundable designation does not allow a Host to retain payment for a service the Host simply fails to provide.

The exceptions described elsewhere in this Policy may still apply.

6. One-Day Group Tours

One-day Group Tours generally follow the Standard 24-hour Cancellation Policy.

This means:

• cancel at least 24 hours before departure → Full Refund;
• cancel less than 24 hours before departure → generally no refund;
• No-Show → generally no refund.

A one-day Group Tour may use a 72-hour Extended policy where significant advance costs or capacity restrictions justify doing so.

7. Multi-Day Group Tours

Multi-day Group Tours use a different cancellation schedule because Hosts and Suppliers may need to make substantial advance commitments for:

• hotels;
• vehicles;
• transportation;
• guides;
• admission tickets;
• permits;
• meals;
• activities;
• or other travel arrangements.

Unless a different policy is clearly disclosed before Booking, the following standard schedule applies.

30 Days or More Before Departure

100% refund

15–29 Days Before Departure

50% refund

Less Than 15 Days Before Departure

No refund

After Departure or No-Show

No refund

Any material non-refundable components disclosed before Booking may be deducted from an otherwise refundable amount where permitted by applicable law.

For example, if a Tour includes a prepaid non-refundable ticket or permit, that amount may remain non-refundable if clearly disclosed before purchase.

8. Which Cancellation Policy Applies

The cancellation policy displayed during checkout and recorded when your Booking is confirmed governs that Booking.

A Host cannot retroactively replace the cancellation policy for an already confirmed Booking with a less favorable policy.

If a Host later changes the cancellation terms of a Listing, those changes generally apply only to future Bookings.

Seeo may introduce, modify, or discontinue cancellation-policy options for future Bookings.

9. How to Cancel

Traveler cancellations should be submitted through the Seeo Platform or an authorized Seeo support channel.

Where available:

Trips → Select Booking → Cancel Booking

A cancellation becomes effective when it is successfully submitted to Seeo and confirmed through the Platform or by Seeo.

The cancellation deadline is based on when Seeo receives the cancellation request.

Contacting a Host directly does not by itself cancel a Booking unless the cancellation is also recorded through Seeo or Seeo expressly confirms otherwise.

All cancellations should be processed through Seeo so that:

• refund eligibility can be calculated;
• the Booking record can be updated;
• the Host can be notified;
• payment and payout records remain accurate; and
• both parties have a record of the cancellation.

10. Refund Information Before Cancellation

Where technically available, Seeo will display the applicable refund amount before you finalize a cancellation.

The cancellation screen may show:

• amount paid;
• applicable cancellation deadline;
• refundable amount;
• non-refundable amount;
• restored Platform credits; and
• other relevant information.

You should review this information before selecting Confirm Cancellation.

11. No-Shows and Late Arrival

A Traveler may be treated as a No-Show where the Traveler:

• does not attend;
• arrives after the service has departed or can no longer reasonably accommodate them;
• goes to the wrong meeting point despite accurate instructions;
• fails to bring identification or documentation clearly required before Booking;
• fails to satisfy participation requirements clearly disclosed before Booking;
• refuses reasonable safety requirements; or
• cannot participate because of circumstances reasonably within the Traveler's control.

No-Shows are generally not eligible for a refund.

Hosts are not required to delay a service or materially inconvenience other Participants to accommodate a late-arriving Traveler.

Where a Traveler cannot participate because material instructions supplied by the Host or Seeo were inaccurate, different refund rules may apply.

12. Booking Changes and Rescheduling

Travelers may request changes including:

• date;
• time;
• number of Participants;
• selected option;
• pickup or meeting point;
• or other Booking details.

Changes are subject to:

• Host availability;
• capacity;
• applicable price differences;
• cancellation deadlines;
• and other Booking conditions.

A requested change is not effective until confirmed.

During the Free Cancellation Period

Where availability permits, the Host or Seeo may allow the Booking to be rescheduled without a cancellation charge.

Any applicable price difference may still apply.

After the Free Cancellation Period

Once the applicable free cancellation period has expired, the Traveler does not automatically have a right to reschedule.

The Host may approve or decline the request.

If the Host declines, the original Booking remains in effect.

A request to change or reschedule a Booking does not pause or extend the applicable cancellation deadline.

13. Host Cancellations

Hosts are responsible for fulfilling confirmed Bookings.

If a Host cancels before the booked service begins and cannot provide the confirmed service, the affected Traveler will generally receive a Full Refund, regardless of whether the Booking was subject to:

• the Standard policy;
• an Extended policy;
• a staged Multi-Day Tour policy; or
• a Non-Refundable policy.

Where available, Seeo may also offer:

• rescheduling;
• an alternative Booking; or
• Platform credit.

You are not required to accept an alternative or Platform credit instead of a monetary refund where applicable law or this Policy entitles you to a monetary refund.

To the fullest extent permitted by applicable law, Seeo is not responsible for consequential or independent travel expenses resulting from a Host cancellation, including:

• flights;
• hotels;
• trains;
• transportation;
• visas;
• meals;
• tickets;
• or other travel arrangements not included in the affected Booking.

Host penalties or other consequences relating to Host cancellations are governed separately by Seeo's Host terms and policies.

14. Host-Approved Refund Exceptions

A Host may voluntarily authorize a Full or Partial Refund outside the normal cancellation terms.

Such exceptions should be processed through Seeo.

A private promise from a Host does not modify Seeo's Booking records unless Seeo records or confirms the applicable refund.

A Host-approved exception for one Booking does not create an obligation to grant the same exception for another Booking.

15. Experience or Service Not Provided

A Traveler may be eligible for a Full or Partial Refund where the Host materially fails to provide the booked service.

Examples may include:

• the Host does not appear;
• the Host refuses to provide the confirmed service without valid reason;
• a substantial portion of the booked service is not provided;
• the service is materially different from the Listing;
• promised required equipment or access is unavailable;
• the service is moved to a materially different location without reasonable notice;
• or another substantial Host-related failure prevents the Traveler from receiving what was reasonably booked.

Minor differences, reasonable operational changes, or subjective dissatisfaction do not automatically qualify for a refund.

Where practical, Travelers should give the Host a reasonable opportunity to correct a problem.

Travelers should report material issues to Seeo as soon as reasonably possible.

Seeo may request evidence such as:

• photographs;
• videos;
• messages;
• receipts;
• location information; or
• other relevant documentation.

Seeo may determine whether the circumstances justify:

• no refund;
• Partial Refund;
• Full Refund;
• rescheduling; or
• another reasonable remedy.

16. Safety-Related Cancellations

If a Host determines that a booked service cannot safely or lawfully proceed because of a material safety concern, the Host should cancel or reschedule through Seeo.

Where the Host cancels because the service cannot safely be provided, the Traveler will generally receive a Full Refund unless the Traveler accepts rescheduling.

If a Traveler reasonably believes that a service presents a serious undisclosed safety risk, the Traveler should:

1. avoid placing themselves or others in immediate danger;
2. notify the Host where appropriate;
3. contact Seeo as soon as reasonably possible; and
4. provide relevant information where requested.

Seeo may investigate and determine whether a Full Refund, Partial Refund, or other remedy is appropriate.

Subjective dissatisfaction or discomfort alone does not automatically create refund eligibility where the booked service is being provided substantially as disclosed and no material safety issue exists.

17. Weather

Weather conditions do not automatically create a right to a refund.

If the booked service can safely and reasonably proceed despite ordinary conditions such as:

• rain;
• heat;
• cold;
• cloud cover;
• or wind,

the normal cancellation policy continues to apply.

If the Host determines that weather makes the service unsafe, unlawful, or impossible to provide, the Host may cancel or offer rescheduling.

Where the Host cancels for qualifying weather conditions, the Traveler will generally receive a Full Refund unless the Traveler accepts an alternative date or time.

Seeo is not responsible for weather conditions or for independent travel arrangements affected by weather.

18. Extenuating Circumstances

Serious unexpected events may occasionally prevent a Traveler from attending after the normal cancellation period has expired.

In limited circumstances, Seeo may, at its discretion and subject to applicable law, grant an exception to the applicable cancellation policy.

Potential qualifying circumstances may include:

• serious illness or hospitalization;
• death of the Traveler, an immediate travel companion, or close family member;
• serious accident;
• sudden government travel restrictions;
• significant disruption to essential transportation;
• or another extraordinary event Seeo determines warrants review.

Seeo may require reasonable supporting documentation.

Possible documentation may include:

• medical records or confirmation;
• official cancellation notices;
• government notices;
• transportation cancellation records;
• or other relevant evidence.

A qualifying event does not automatically guarantee a refund.

Seeo may consider:

• the nature and severity of the event;
• timing;
• available evidence;
• whether the event was foreseeable;
• whether alternatives were reasonably available;
• the Host's incurred costs;
• and applicable law.

Ordinary changes of plans generally do not qualify.

Examples that generally do not qualify by themselves include:

• forgetting the Booking;
• oversleeping;
• ordinary traffic;
• changing your mind;
• scheduling conflicts;
• failure to obtain required travel documents;
• ordinary weather;
• or arriving at the wrong location despite accurate instructions.

19. Major Disruptions and Force Majeure

Major events outside the reasonable control of Travelers, Hosts, or Seeo may materially affect a Booking.

Examples may include:

• natural disasters;
• earthquakes;
• typhoons;
• major floods;
• major wildfires;
• war;
• terrorism;
• civil unrest;
• government restrictions;
• widespread transportation shutdowns;
• public-health emergencies;
• mandatory evacuations;
• closure of a required destination or venue;
• or other comparable events.

If such an event makes the booked service illegal, impossible, or materially unsafe to provide, Seeo may:

• cancel the Booking;
• provide a Full Refund;
• offer rescheduling;
• offer an alternative Booking; or
• take another reasonable measure.

A disruption occurring somewhere in the broader destination does not necessarily create an automatic right to a Full Refund if the booked service remains reasonably accessible, lawful, and safe.

Seeo may consider relevant circumstances when determining whether this Section applies.

20. Partial Performance

If a booked service has already begun or has been partially provided, a Full Refund may not be appropriate.

Seeo may determine a Partial Refund based on factors including:

• the portion affected;
• the significance of the issue;
• services already provided;
• costs already reasonably incurred;
• whether the Host attempted to correct the problem;
• and applicable law.

Seeo is not required to refund unaffected or already properly provided portions except where required by applicable law.

21. Customized or Advance-Preparation Services

Certain Local Companion Bookings, Experiences, or Services may require substantial work before the scheduled Start Time.

Examples may include:

• personalized itinerary design;
• specialized research;
• translation work;
• route planning;
• advance reservation services;
• customized preparation;
• or materials prepared specifically for a Traveler.

Where clearly disclosed before Booking, amounts attributable to customized work that has already been performed or non-recoverable costs already incurred may become non-refundable.

Any such conditions must be reasonably disclosed before purchase.

Hosts may not retroactively impose new non-refundable preparation fees after a Booking has been confirmed.

22. Traveler Conduct and Denied Participation

A Traveler may be denied participation or removed where reasonably necessary because the Traveler:

• presents a material safety risk;
• is significantly intoxicated or impaired;
• engages in threatening, abusive, discriminatory, or unlawful conduct;
• refuses reasonable safety instructions;
• materially disrupts the service;
• damages property; or
• fails to satisfy participation requirements clearly disclosed before Booking.

In such circumstances, the Booking may be treated as a No-Show or completed Booking and may not be refundable.

This Section does not apply where participation is denied based on undisclosed, unlawful, or discriminatory requirements.

23. Refund Method

Unless otherwise permitted or required, monetary refunds will generally be issued to the original payment method.

Seeo may offer Platform credit where appropriate.

Where you are legally entitled to a monetary refund, Seeo will not require you to accept Platform credit where applicable law prohibits doing so.

Refund processing may involve independent:

• payment processors;
• banks;
• card networks;
• digital wallets; or
• financial institutions.

Seeo may initiate a refund after eligibility is confirmed, but the time required for the funds to appear may depend on third-party processing.

To the fullest extent permitted by applicable law, Seeo is not responsible for delays caused solely by independent financial institutions after Seeo has properly initiated the refund.

24. Service Fees and Taxes

Where this Policy provides a Full Refund, the refund will generally include the amount actually paid through Seeo for the affected Booking, including applicable Seeo service fees and taxes collected as part of that Booking.

Where only a Partial Refund applies, applicable fees and taxes may be adjusted based on:

• the refundable portion;
• applicable tax rules;
• payment-provider requirements;
• and the circumstances of the refund.

Separately purchased third-party products may remain subject to their own refund terms.

25. Promotional Credits and Coupons

If a Booking was paid in whole or in part using:

• Seeo credits;
• promotional credits;
• coupons;
• gift value;
• referral credits;
• or similar non-cash value,

the applicable portion of a refund may be restored in the same form rather than paid in cash.

Restored promotional value may remain subject to its original:

• expiration date;
• eligibility restrictions;
• transfer restrictions;
• and promotion terms.

Seeo does not pay cash for promotional value unless required by applicable law.

26. Currency Conversion

If a Booking involves currency conversion, the amount ultimately appearing in your account after a refund may differ from the original amount because of:

• exchange-rate changes;
• card-network conversion;
• payment-provider conversion;
• or financial institution fees.

Seeo does not control currency conversion independently performed by your:

• bank;
• card issuer;
• wallet;
• or other financial institution.

27. Chargebacks and Payment Disputes

If you believe you are entitled to a refund, we encourage you to contact Seeo before initiating a chargeback so that we can investigate the issue.

Nothing in this Policy limits rights available under applicable payment or consumer-protection laws.

If a chargeback is initiated while Seeo is already processing or investigating the same refund, Seeo may pause or adjust the refund process where reasonably necessary to prevent duplicate reimbursement.

28. Fraud and Abuse

Seeo may investigate, delay, deny, or reverse a refund request where reasonably necessary because of suspected:

• fraud;
• fabricated evidence;
• duplicate refund requests;
• false claims;
• chargeback abuse;
• account abuse;
• payment fraud;
• or other misuse.

Seeo may request additional information or verification.

Nothing in this Section permits Seeo to withhold a refund required by applicable law.

29. Refunds Are Limited to the Seeo Booking

Unless applicable law expressly requires otherwise, a refund under this Policy is limited to amounts associated with the affected Seeo Booking.

Seeo does not reimburse independent travel expenses or consequential losses, including:

• airfare;
• accommodation;
• trains;
• taxis;
• rental vehicles;
• visas;
• meals;
• lost wages;
• missed events;
• loss of enjoyment;
• or other costs outside the affected Booking.

The limitations contained in the Seeo Terms of Service also apply.

30. Mandatory Consumer Rights

Nothing in this Policy excludes, limits, or waives consumer rights that cannot legally be excluded, limited, or waived.

If applicable mandatory law provides greater refund or cancellation rights than this Policy, mandatory law controls to the extent of the conflict.

31. Changes to This Policy

Seeo may update this Cancellation & Refund Policy from time to time.

Updates may reflect:

• changes to cancellation options;
• new product categories;
• Platform changes;
• operational requirements;
• changes in law;
• or marketplace policies.

Changes generally apply to future Bookings.

The cancellation policy recorded when a Booking is confirmed will ordinarily continue to govern that Booking unless:

• a valid Booking Modification is agreed;
• an exception under this Policy applies; or
• applicable law requires otherwise.

The current version will display its Last Updated date.

32. Contact Us

For assistance with cancellations, changes, or refunds:

Seeo Support support@seeotravel.com

Where available, manage your Booking through:

Trips → Select Booking

For safety concerns, use the applicable Seeo Trust & Safety support channel.

For immediate threats to life or physical safety, contact local emergency services first.