The Refund Policy
An Adventure is fully refundable if:
Some Adventures require all Participants to have an Adventure IO Account and provide ID before attending. If you or any Participant on your reservation don’t complete this process within 3 days of purchase, the entire reservation will be canceled and fully refunded.
Cancellations Related to Weather
Guides plan for changes in the weather and will try to continue the Adventure as planned, even in bad weather. If severe weather conditions make it unsafe for you and your Guide to continue as scheduled, the Guide may adjust the itinerary. If the Adventure is substantially changed or canceled altogether, you can request a refund using the Resolution Center after the Adventure has ended.
Adventure IO empowers Guides to set and manage their cancelation policies. If a Guide or Participant needs to cancel a reservation, it’s their responsibility to cancel as soon as possible. At times, certain circumstances outside of a Guide or Participant’s control can impact their ability to meet the terms of a reservation.
In rare instances, if Adventure IO determines that a Participant’s reason for cancellation falls within the extenuating circumstances policy, Adventure IO may override the Guide’s cancellation policy (ex: flexible, moderate, strict) and make refund decisions. If Adventure IO determines that a Guide’s reason for cancellation falls within the extenuating circumstances policy, Adventure IO may waive the Guide cancellation penalties outlined in Adventure IO’s Terms of Service and Adventure IO’s Payments Terms of Service.
What might be covered under the extenuating circumstances policy?
Valid circumstances include:
Claims can only be considered after a reservation has been canceled. Once you've informed your Guide or Participant and canceled a reservation, if you feel that your reason for cancelation is covered by the extenuating circumstances policy, contact Adventure IO for consideration. We generally require claims to be submitted no later than 14 days from the original check-in date and we may require valid supporting documentation.