9. Booking Modifications, Cancellations and Refunds, Resolution Center

            9.1 Guides and Participants are responsible for any modifications to a booking that they make via the Adventure IO Platform or direct Adventure IO customer service to make (“Booking Modifications”), and agree to pay any additional Adventure Fees, Guide Fees or Participant Fees and/or Taxes associated with such Booking Modifications.

            9.2 Participants can cancel a confirmed booking at any time pursuant to the Adventure’s cancellation policy, and Adventure IO will refund the amount of the Total Fees due to the Participant in accordance with such cancellation policy. Unless extenuating circumstances exist in accordance with our extenuating circumstances policy (as defined below), any portion of the Total Fees due to the Guide under the applicable cancellation policy will be remitted to the Guide by Adventure IO pursuant to the Payments Terms.

            9.3 If a Guide cancels a confirmed booking, the Participant will receive a full refund of the Total Fees for such booking within a commercially reasonable time of the cancellation. In some instances, Adventure IO may allow the Participant to apply the refund to a new booking, in which case Adventure IO will credit the amount against the Participant’s subsequent booking at the Participant’s direction. Further, Adventure IO may publish an automated review on the Adventure cancelled by the Guide indicating that a booking was cancelled. In addition, Adventure IO may (i) keep the calendar for the Adventure unavailable or blocked for the dates of the cancelled booking, and/or (ii) impose a cancellation fee, unless the Guide has a valid reason for cancelling the booking pursuant to Adventure IO’s Refund Policy or has legitimate concerns about the Participant’s behavior.

            9.4 For Adventures and other Guide Services, if inclement weather creates an unsafe or uncomfortable scenario for Participants, Guides may modify or cancel an Adventure or Guide Service. If there is a substantial change in the itinerary or the Adventure or Guide Service needs to be cancelled, Adventure IO will work with the Guide and/or Participants to provide Participants an alternative date for the Guide Service, an appropriate refund or a rebooking.

            9.5 In certain circumstances, Adventure IO may decide, in its sole discretion, that it is necessary to cancel a confirmed booking and make appropriate refund and payout decisions. This may be for reasons set forth in Adventure IO's Refund Policy or (i) where Adventure IO believes in good faith, while taking the legitimate interests of both parties into account, this is necessary to avoid significant harm to Adventure IO, other Participants, third parties or property, or (ii) for any of the reasons set out in these Terms.

            9.6 If a Participant suffers a Travel Issue pursuant to the Refund Policy, Adventure IO may determine, in its sole discretion, to refund the Participant part or all of the Total Fees in accordance with the Refund Policy.

            9.7 If, as a Guide, your Participant cancels a confirmed booking or Adventure IO decides that it is necessary to cancel a confirmed booking, and Adventure IO issues a refund to the Participant in accordance with the Refund Policy or other applicable cancellation policy, you agree that in the event you have already been paid, Adventure IO will be entitled to recover the amount of any such refund from you, including by subtracting such refund amount out from any future payouts due to you.

            9.8 Except as otherwise set out in these Terms, Participants may use the Resolution Center to send or request money for refunds, additional Guide Service, Co-Guide Service or Damage Claims related to bookings. You agree to pay all amounts sent through the Resolution Center in connection with your Adventure IO Account, and Adventure IO will handle all such payments.

            9.9 Below is a list of circumstances covered by our extenuating circumstances policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.

            The following circumstances require documentation:

            Death of a Guide, Participant, or their immediate family member. You’ll be asked to provide one of these documents:

                       Death certificate


                       News article naming the deceased

            Serious illness of a Participant, Guide, or any member of the traveling party. You’ll be asked to provide a general statement from a physician confirming that the person can't travel. The statement must be dated after the Adventure was booked.

            Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the Adventure was booked, including the name of the person fulfilling the obligation.

            Airport and road closures that make it impossible to travel to your destination. This includes closures caused by natural disasters like earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or notice of the airport closure and proof that the flight was canceled.

            Updated: 17 Jan 2019 02:33 AM
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