Frequently Asked Questions 10
What happens if I have to cancel a tour as a supplier?
Cancellations caused by the supplier, except for force majeure reasons, can result in penalties or ranking demotion due to customer dissatisfaction.
Can I cancel the tour due to bad weather conditions?
Yes, you can cancel the tour in situations that pose a safety risk. The customer will receive a full refund or be offered a date change.
What happens if a customer cancels a tour within the last 24 hours?
The cancellation is processed according to your specified cancellation policy. You can set the earliest booking time and latest cancellation deadlines when entering your tours. For most of our tours (excluding tours requiring operations), we have a full refund policy for cancellations up to 24 hours in advance.
How do I set my cancellation policies?
You can set the earliest booking time and latest cancellation conditions when entering your tours.
What is the process for cancellations due to the customer's health issue/emergency?
If the customer provides an official doctor's report, uninterrupted refund processes can be initiated for customer satisfaction.
What should be done in case of vehicle breakdown or guide illness during the tour?
An alternative vehicle/guide should be arranged immediately. If the tour cannot be completed, a partial or full refund process should be initiated. Force majeure or cancellation may be applied.
What happens if a customer claims the tour was presented inadequately and requests a refund?
Our quality team conducts an impartial assessment by requesting evidence (photos, itinerary) from the supplier and the customer.
Can I charge an additional fee for date change requests?
Depending on your cancellation and change policy, the difference can be requested if the sale price of the tour for a future date is different.
Who issues a refund for a cancelled reservation?
Since the customer's payment was collected through the TravelTourShop platform, the refund is processed by the platform to the customer's card.
How is the cancellation process performed through the supplier panel?
You need to log in to the supplier panel, go to the details of the relevant reservation, and click the "Cancel" button and specify the reason for cancellation.