Kulturely Cancellation and Refund Policy

This policy forms part of every Kulturely booking. “Experience subtotal” means the host-set price before Kulturely’s 10% guest service fee. “Provider cost” means an actual payment-provider transaction cost that is not returned to Kulturely; it is not an added processing or refund fee.

The complete mandatory price and the applicable cancellation terms are shown before payment. No fee is charged merely because a guest uses a particular consumer payment method.

Guest cancellation

A guest may cancel:

• Within 24 hours after confirmation, when the experience is still at least 48 hours away: 100% of the experience subtotal and guest service fee are refundable, less only any actual provider cost that Stripe does not return.
• Seven days or more before the start: 100% of the experience subtotal and guest service fee are refundable, less only any actual non-returned provider cost.
• From 48 hours to less than seven days before the start: 50% of the experience subtotal and 50% of the guest service fee are refundable. Any actual non-returned provider cost is then deducted transparently from the refund.
• Less than 48 hours before the start: no contractual refund, unless Kulturely approves an exception or the guest has a statutory remedy.

Before confirming cancellation, Kulturely shows the subtotal refund, service-fee refund, actual provider-cost deduction and final refund. We do not estimate or retain a provider cost that was actually returned.

For leisure activities supplied on a specific date or during a specific period, the statutory 14-day cooling-off right will not normally apply. The rights above are contractual rights Kulturely provides in addition to any non-excludable statutory remedy.

Host cancellation or host no-show

If a host cancels or does not attend, the guest receives everything paid, including the guest service fee, without a provider-cost deduction. Any non-returned provider cost is debited to the host’s Kulturely balance or future earnings. Kulturely may help the guest find an alternative and may review the host’s ranking, verification or account.

Changes, lateness and no-shows

Guests may request a reschedule, but it is effective only when the host accepts and replacement availability is confirmed. A material host change requires the guest’s agreement; otherwise the guest may cancel for a complete refund.

A guest no-show is not refundable unless the host or Kulturely approves an exception. Listing-specific arrival rules must be reasonable and clearly disclosed. A host must not mark a guest as absent before the stated grace period and must provide evidence if the status is disputed.

Problems with an experience

Report a material problem as soon as reasonably possible and ordinarily within 24 hours after the scheduled end through the booking support flow. Safety, fraud, incapacity and other exceptional cases may be opened later. Kulturely may request messages, photographs or other proportionate evidence and can approve partial or complete refunds. Nothing in the 24-hour self-service window removes statutory rights.

Refund method and timing

Refunds return to the original payment method unless the guest affirmatively chooses Kulturely credit. Bank processing times are outside Kulturely’s direct control. Kulturely records the policy version and calculation used for every cancellation. Chargebacks or duplicate recovery attempts may pause a separate refund while investigated.

Contact [email protected] with the booking reference if you need help.