Cancellation policy

Plans change. Ours accommodates that.

Every tour on Gollo displays its cancellation policy on the booking page before you check out, so you know exactly where you stand before you pay. This page explains what those policies mean and how the refund process works.

Which policy applies to your booking?

Hosts choose one of three policies per tour. You'll see the policy — Flexible, Moderate, or Strict — on the tour page and in your booking confirmation email.

Flexible — Full refund if you cancel at least 24 hours before the tour starts. No refund after that.

Moderate — Full refund if you cancel at least 5 days before the tour starts. No refund after that.

Strict — 50% refund if you cancel at least 7 days before the tour starts. No refund after that.

The cutoff is measured from the tour's start time, not the booking date.

How to cancel

1. Open My bookings from the account menu.
2. Find the booking, tap Cancel booking.
3. Confirm — we'll show you the exact refund amount before you commit.

Only confirmed bookings can be cancelled through the app. If your booking is still pending (host hasn't confirmed yet), reach out through Help & Support and we'll unwind it.

When you'll see your refund

Refunds go back to the original payment method through Stripe. Timing depends on your card issuer and bank:

• Credit/debit cards — typically 5–10 business days to appear on your statement
• Apple Pay / Google Pay — same as the underlying card
• Bank-issued cards — occasionally up to 15 business days

The refund itself is issued the moment you confirm the cancellation. If it hasn't landed after 10 business days, contact support and we'll trace it with Stripe.

If your host cancels

Hosts can cancel any confirmed booking up to the start time. When a host cancels, you receive a full refund automatically — no time-based reduction applies, regardless of the tour's policy tier.

You'll get an email confirming the cancellation + refund, and the booking will show as Cancelled with the refund amount in your account.

Weather, safety, and unforeseen circumstances

If severe weather, illness, natural disaster, or safety concerns make a tour impossible, hosts are expected to cancel and issue a full refund. If a host runs the tour under unsafe conditions or fails to cancel when they should have, contact support — we review these case by case and may issue an out-of-policy refund.

Disputes

If you believe a booking was mishandled — the tour didn't run as described, the host didn't show, meeting-point details were wrong — contact support within 7 days of the tour end date with details and any evidence. Reach us through Help & Support inside the app, or email support@gollo.co directly. We aim to resolve disputes within 3 business days.

For payment disputes (unrecognised charges, fraud), you can also raise a chargeback with your card issuer. Please contact us first — we can usually resolve legitimate issues faster than the chargeback process.

Bookings paid with promo codes or referral credit

If your booking was discounted with a promo code or referral credit, those are automatically reversed when you cancel. The credit becomes usable again on your next booking; the promo goes back into your unused list. Refunds reflect the amount you actually paid, not the pre-discount total.

Questions?

Reach us through Help & Support in the app or by email at support@gollo.co. We reply within 24 hours.

Last updated: 3 August 2026