Refund & Cancellation Policy

Wanderoon (referred to here as “we”, “us” or “our”) is a platform that lets travel organisers sell and run trips. There are two different things a payment can be for, and each has its own rules: money a traveller pays an organiser for a trip, and money you pay Wanderoon (such as AI credits). This page explains both, and works together with our Terms of Service.

Trip bookings — refunds are set by the organiser

When a traveller books a trip, their contract is with the organiser, not with Wanderoon. Each organiser sets their own cancellation and refund policy, including any deposit terms, refund deadlines, and amounts. That policy is shown to the traveller at checkout and applies to the booking.

• To request a trip refund or cancellation, contact the organiser you booked with, or use the self service options in your booking where available. The organiser reviews and decides the refund according to their published policy.
• Deposits and installments. Deposits may be non refundable and payment plans may be subject to the organiser’s deadlines — check the policy shown at checkout.
• How refunds are returned. Approved trip refunds are returned through the original payment method via the payment provider. Processing times depend on the provider and your bank.
• Wanderoon’s role. Wanderoon facilitates the payment and the refund mechanics but does not decide trip refunds and is not the travel provider. If an organiser fails to honour their own policy, that is a matter between you and the organiser, subject to your rights under applicable law and the payment provider’s protections.

Platform fees

Wanderoon charges organisers a usage based platform fee on bookings processed through the Service. Where a traveller is refunded for a booking, the treatment of any associated platform fee follows the terms disclosed to the organiser in the product. Payment provider processing fees, currency conversion charges and chargeback fees are governed by the payment provider.

AI credits

AI credits purchased from Wanderoon are prepaid and are consumed as you use AI powered features. Because they are digital and consumed on use:

• Purchased credits are generally non refundable once purchased, except where required by law or as expressly stated here.
• Unused credit packs. If you believe a charge was made in error, or a purchased pack was entirely unused due to a technical fault on our side, contact us within 14 days and we will review a refund of the unused portion in good faith.
• Free monthly allotments have no cash value and are not refundable.

Your statutory rights

Nothing in this policy limits any non waivable rights you have under the consumer protection or distance selling laws that apply to you. Where such laws give you a stronger right to a refund, those laws prevail.

Contact

For a trip refund, contact the organiser you booked with. For questions about platform fees or AI credits, contact us at [email protected].

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