Cancellation and Refunds Policy

1. Overview

1.1 About This Policy

This Cancellation and Refunds Policy ("Policy") explains how cancellations and refunds are handled for bookings made through the Kipgo platform. This Policy is incorporated into and forms part of our Terms and Conditions.

By making a booking on Kipgo, you agree to the cancellation terms outlined in this Policy. We encourage you to read this Policy carefully before completing any booking.

1.2 How Cancellation Works

Each booking on Kipgo has a cancellation deadline — a specific date and time before the service begins. The cancellation deadline is calculated based on the listing type and is clearly displayed during checkout. Your right to a refund depends on whether you cancel before or after this deadline.

1.3 Where to Find Cancellation Details

The cancellation deadline for your specific booking is shown on the listing page before you book, on the checkout page before you pay, and in the booking details within your Kipgo account. Always check these details before booking, especially if your travel plans may change.

2. Cancellation Windows

2.1 Standard Cancellation Window

The standard cancellation window is seven (7) days before the service start date. This means if your tour, trek, activity, stay, rental, or experience is scheduled for May 15th, the cancellation deadline would be January 7th at 11:59 PM (Pakistan Standard Time), meaning you can cancel before the deadline for a full refund.

2.2 Listing-Specific Windows

Some listings may have different cancellation windows based on the nature of the service. For example, multi-day treks requiring extensive preparation may have longer cancellation windows, while short activities may have shorter windows. The applicable cancellation window is always displayed on the listing page and during checkout.

3. Customer Cancellations

3.1 Cancellation Before the Deadline

If you cancel your booking before the cancellation deadline, you are entitled to a full refund of the amount you paid. Cancellations made before the deadline are processed automatically through your Kipgo account.

To cancel a booking, log into your Kipgo account, go to "My Bookings", open the booking you wish to cancel, scroll down and click "Cancel Booking". Once cancelled, you will receieve an email acknowledging that your booking has been cancelled. Note: The "Cancel booking" button will be disabled if the deadline has passed.

3.2 Cancellation After the Deadline

Cancellations requested after the deadline has passed are generally not eligible for a refund. This is because Suppliers may have already made preparations for your booking, including reserving capacity, arranging staff, procuring supplies, or declining other customers.

However, we recognise that exceptional circumstances can arise. Please see Section 4 for situations where we may approve a refund after the deadline.

3.3 How to Request a Post-Deadline Cancellation

If you need to cancel after the deadline due to exceptional circumstances, contact Kipgo support at support@gokipgo.com as soon as possible. Include your booking reference number, an explanation of the circumstances, and any supporting documentation. We will review your request and respond within 48 hours.

4. Exceptional Circumstances

4.1 When Exceptions May Apply

Kipgo may, at its sole discretion, approve a full or partial refund for cancellations made after the deadline in the following exceptional circumstances:

Medical emergencies: Serious illness or injury affecting you or a traveler in your booking that prevents participation. Documentation such as a medical certificate or hospital records may be required.

Death in immediate family: The death of an immediate family member (spouse, parent, child, sibling) occurring close to the service date. A death certificate or obituary may be required.

Natural disasters: Earthquakes, floods, landslides, or other natural events that make travel to the destination impossible or unsafe.

Government restrictions: Travel bans, border closures, mandatory quarantines, or official advisories against travel to the destination issued after your booking was made.

Severe weather: Weather conditions that make the specific activity unsafe or impossible (e.g., road closures due to snowfall, flight cancellations due to storms).

4.2 Documentation Requirements

To process an exception request, you must provide documentation supporting your claim. This may include medical certificates, hospital discharge papers, death certificates, flight cancellation notices, government advisories, or news reports of natural disasters. Requests without adequate documentation may be denied.

4.3 Decisions on Exceptions

Kipgo reviews each exception request individually. Our decision considers the nature and severity of the circumstances, the documentation provided, how close to the service date the cancellation occurred, and whether the Supplier has already incurred costs. Kipgo's decision on exception requests is final.

5. Supplier Cancellations

5.1 If a Supplier Cancels Your Booking

Occasionally, a Supplier may need to cancel a confirmed booking. This may happen due to unforeseen operational issues, safety concerns, severe weather, insufficient participants for group tours, or other circumstances beyond their control.

If a Supplier cancels your booking, you will receive a full refund regardless of when the cancellation occurs. You will be notified by email and through your Kipgo account, and the refund will be processed automatically.

5.2 Minimum Participants

Some group tours and treks require a minimum number of participants to operate. If this requirement is not met, the Supplier may cancel the departure. In such cases, you will be offered a full refund or the option to rebook for a different date at no additional cost.

Minimum participant requirements, where applicable, are usually disclosed by suppliers in the listing's "What to Know" section. We recommend checking this information before booking.

5.3 Supplier No-Show

If a Supplier fails to show up for a confirmed booking or is unable to deliver the service without prior cancellation, you are entitled to a full refund. Contact Kipgo support immediately if this occurs, and we will investigate and process your refund.

6. Force Majeure

6.1 Definition

Force Majeure refers to extraordinary events or circumstances beyond the reasonable control of either party that prevent the fulfillment of a booking. This includes natural disasters (earthquakes, floods, landslides, avalanches), acts of terrorism or war, civil unrest or riots, pandemics or epidemics, government actions (border closures, travel bans, curfews), and severe weather events.

6.2 How Force Majeure Affects Bookings

When a Force Majeure event makes it impossible or unsafe to deliver a booked service, the booking may be cancelled by either party. In such cases, Kipgo will work with both you and the Supplier to find a fair resolution, which may include rescheduling the booking to a future date, receiving credit for a future booking, or receiving a full or partial refund.

6.3 Determining Force Majeure

Kipgo determines whether an event qualifies as Force Majeure based on official government announcements, news reports from reputable sources, advisories from relevant authorities, and the specific impact on the booked service. A Force Majeure event affecting one region does not automatically apply to bookings in unaffected areas.

7. Refund Processing

7.1 Refund Method

Refunds are processed to the original payment method used for the booking. If you paid by credit or debit card, the refund will be credited to the same card. If you paid through a bank transfer or other method, the refund will be returned through the same channel where possible.

7.2 Processing Timeline

Once a refund is approved, Kipgo initiates the refund within 24 hours. However, the time it takes for the refund to appear in your account depends on your payment provider and bank. Credit card refunds typically take 5-10 business days to appear on your statement, while bank transfers may take 7-14 business days.

If you have not received your refund within 14 business days of the refund confirmation, please contact your bank or payment provider first. If they confirm no refund has been received, contact Kipgo support with your booking reference and refund confirmation.

7.3 Payment Provider Fees

Any fees charged by your bank, credit card company, or payment provider for international transactions or currency conversion are your responsibility. Kipgo does not reimburse these fees.

8. Partial Refunds

8.1 When Partial Refunds Apply

In some situations, you may be eligible for a partial refund rather than a full refund. This may occur when you cancel after the deadline but exceptional circumstances partially justify a refund, when a service is partially delivered before being cut short due to unforeseen circumstances, when there is a significant discrepancy between what was promised and what was delivered (as determined through our dispute resolution process), or when a post-deadline exception is approved but the Supplier has already incurred some costs.

8.2 Calculation of Partial Refunds

The amount of a partial refund is determined by Kipgo based on the circumstances of each case. Factors considered include the proportion of the service that was delivered, costs already incurred by the Supplier, the nature of the issue, and any documentation provided. Kipgo's determination of partial refund amounts is final.

9. Non-Refundable Situations

9.1 Customer No-Show

If you fail to show up for a confirmed booking without cancelling in advance, you are not entitled to a refund. This applies even if you had a valid reason for not attending — without cancellation, the Supplier has no opportunity to offer the spot to another customer.

9.2 Failure to Meet Requirements

If you are unable to participate in a booked service because you failed to meet stated requirements, no refund will be provided. This includes arriving without required documents (ID, permits, visas), not meeting fitness or health requirements disclosed in the listing, arriving late after the departure time, failing to bring required equipment specified in the listing, or being under the influence of alcohol or drugs.

9.3 Removal for Misconduct

If you are removed from an experience due to your behaviour — including being disruptive, abusive, threatening, or violating safety rules — you are not entitled to any refund.

9.4 Change of Mind

Simply changing your mind about a booking after the cancellation deadline is not grounds for a refund. This includes deciding you no longer want to go, finding a cheaper alternative, changes to your personal schedule (unless they fall under exceptional circumstances), or realising you misunderstood what the experience included (if the listing was accurate).

9.5 Weather Preferences

If an outdoor experience proceeds as scheduled but you are dissatisfied with the weather conditions (e.g., it was cloudy instead of sunny, or warmer than expected), this is not grounds for a refund. Refunds for weather are only considered when conditions make the activity unsafe or impossible and the Supplier cancels or significantly modifies the experience.

10. Modifications to Bookings

10.1 Changing Your Booking

If you need to change the date or dates (such as check-in / check-out) of your booking, please contact Kipgo support. Changes are subject to availability and may involve price adjustments. The ability to modify a booking depends on the Supplier's policies and how close you are to the service date.

10.2 Modifications vs. Cancellations

If you request a change that cannot be accommodated, you may choose to keep the original booking or cancel it. If you cancel, the standard cancellation policy applies based on when you cancel relative to the cancellation deadline.

10.3 Price Differences

If you modify your booking to a different date and the price is higher, you will need to pay the difference. If the price is lower, the difference may be refunded or provided as credit, depending on the circumstances.

11. Disputes About Refunds

11.1 If You Disagree with a Refund Decision

If you believe you are entitled to a refund that has been denied, or if you disagree with the amount of a partial refund, you may submit a dispute through our support team. Please provide your booking reference, a clear explanation of why you believe a refund is warranted, and any supporting documentation.

11.2 Dispute Review

Kipgo will review disputes and may request additional information from you or the Supplier. We aim to resolve disputes within 14 days, though complex cases may take longer. Our decision on disputes is final.

11.3 Chargebacks

We encourage you to work with Kipgo to resolve any refund issues before initiating a chargeback through your bank or credit card company. If you initiate a chargeback without first attempting to resolve the issue through our support channels, your account may be suspended pending investigation. Unjustified chargebacks may result in permanent account termination.

12. Contact Us

If you have questions about this Policy, need to request a cancellation, or want to discuss a refund, please contact us:

Email: support@gokipgo.com
Website: www.gokipgo.com

When contacting us about a specific booking, please include your booking reference number to help us assist you more quickly.