Cancellation & Refund Policy

At VibeGuide, we want every user who books a travel experience to feel secure throughout the booking process. This Cancellation & Refund Policy explains under which conditions bookings may be cancelled and when a refund right arises.

By making a booking through VibeGuide, you are deemed to have accepted the terms below.

1. General Cancellation Conditions

Unless stated otherwise on the booking page, the following rules apply.

Cancellations made 24 hours or more before the experience starts

• Free cancellation
• Full refund

Cancellations made less than 24 hours before the experience starts

• Generally non-refundable.

No-Show

If the user does not attend the experience without cancelling the booking, the booking is treated as a "no-show" and no refund is issued.

After the experience has started

Except where mandatory under applicable law, no refund is issued for the unused portions of the experience.

2. VibeNow Experiences

VibeNow is a service that matches you with a guide instantly or within a very short time.

For this reason, guides may start heading to the meeting point immediately after accepting the booking request.

Before the guide accepts the request

• A full refund is issued.

After the guide accepts the request

The cancellation right may be restricted depending on the operational status of the booking.

If the guide has set off toward the meeting point

If the guide has accepted the booking and started heading to the meeting point, the booking may become partially or fully non-refundable.

The applicable cancellation conditions are shown to the user during the booking process.

3. VibeSquad Group Experiences

A minimum number of participants may need to be reached for a shared group experience to take place.

Minimum participant count not reached

If the required minimum number of participants is not reached, one of the following options may be offered:

• Full refund
• Alternative date
• Alternative experience

Cancellation by the group host

24 hours or more before the experience starts:

• Full refund to all participants

Less than 24 hours before the experience starts:

• A refund right may not be available.

After group confirmation or the lock-in period

Cancellations made after the group is confirmed or bookings are locked may be restricted to avoid affecting other participants and operations.

4. Cancellations by the Guide or Service Provider

For cancellations made by the guide, service provider, or VibeGuide before the experience starts, one of the following is reasonably offered:

• Full refund
• Alternative guide
• Alternative date
• Equivalent experience

5. Guide No-Show

If the assigned guide does not attend the experience without a valid operational reason, the user is offered one of the following:

• Full refund
• Alternative guide
• Alternative experience

6. Late Arrival and Non-Attendance

Participants are responsible for arriving on time at the specified meeting point.

If you arrive late, the experience duration may be shortened.

No refund is issued for time lost due to late arrival.

If you do not attend the experience without cancelling, the booking is treated as a "no-show" and no refund is issued.

7. Participant Conduct Rules

VibeGuide reserves the right to end a participant's experience or refuse participation without any refund in the following cases:

• Behaviour that endangers safety
• Harassment or disruptive behaviour
• Discrimination
• Illegal activities
• Insults or abuse
• Being under the influence of alcohol or substances to a degree that negatively affects the experience
• Behaviour that disrupts other participants' experience

8. Weather, Safety, and Force Majeure

Experiences may be postponed, modified, or cancelled in the following cases:

• Severe weather conditions
• Natural disasters
• Public safety risks
• Decisions by official authorities
• Transport disruptions
• Extraordinary situations due to health and epidemics
• Other force majeure events

In such cases, VibeGuide may offer one of the following:

• Alternative date
• Alternative experience
• Travel credit
• Full refund

The decision is assessed according to the nature of the event.

9. Third-Party Services and Costs

Museum entries, transport services, accommodation, food and beverage services, heritage-site entries, and other third-party services may be subject to their own providers' cancellation and refund policies.

Where costs for these services have been incurred, VibeGuide is not responsible for the refund decisions of the relevant third-party providers.

10. Fraud Prevention and Payment Disputes

To protect users, guides, and payment systems, VibeGuide may retain the following records:

• Booking records
• Guide attendance records
• Service records
• Location verification records
• Communication records
• Operational records

These records may be used to review the following:

• Payment disputes
• Chargeback cases
• Fraud investigations
• Abuse cases
• Policy violations

11. Refund Process

Approved refunds are sent to the original payment method used at the time of booking.

Most refunds are completed within 5–10 business days.

The time for a refund to appear in your account may vary depending on the following factors:

• Card issuer
• Bank
• Payment institution
• International payment networks

The user may be notified when a refund is initiated.

VibeGuide does not store payment card details. All payment and refund transactions are carried out through licensed payment institutions.

12. How to Cancel a Booking

Bookings can be cancelled through the following methods:

• Via the VibeGuide mobile app
• Via the VibeGuide website
• By contacting support@vibeguideapp.com

The cancellation time is determined by the date and time the request reaches VibeGuide's systems.

13. Legal Notice

Under applicable consumer legislation, the statutory right of withdrawal may not apply to tourism and leisure services to be provided on a specific date or period.

This Cancellation & Refund Policy is provided as part of VibeGuide's customer-satisfaction approach and does not limit users' non-transferable or non-waivable statutory rights arising from applicable law.

14. Contact

Email: support@vibeguideapp.com

Working Hours: Monday – Friday, 09:00 – 18:00 (UTC+3)

Company Name: VİBECORE TURİZM SEYAHAT ACENTASI VE DİJİTAL HİZMETLER TİCARET LİMİTED ŞİRKETİ

Tax Number: 9251328389

Related Documents: Pre-Information Form · Distance Sales Agreement · Terms of Service · Privacy Policy · Data Protection Notice