Cancellation Policies

Each activity on MyPerfectStay has its own cancellation policy set by the activity operator. Understanding these policies before booking helps you make informed decisions, especially when travel plans might change. This guide explains how cancellation policies work and how to cancel a booking if needed.

Types of Cancellation Policies

Activity providers set their own cancellation terms based on their business needs. Here are the common types you will encounter:

• Free Cancellation - These activities allow you to cancel up to a specified time before the activity starts and receive a full refund. The cutoff is usually 24 to 48 hours before the activity, but varies by operator. After the free cancellation period ends, partial or no refund may be available.
• Partial Refund - Some activities offer partial refunds based on how close to the activity date you cancel. The refund percentage typically decreases as the activity date approaches. For example, you might receive 75% back if you cancel a week before, but only 50% if you cancel 48 hours before.
• Non-Refundable - Certain activities do not offer refunds after booking. This is common for special events, heavily discounted tickets, or activities with limited availability. Always check the policy carefully before booking non-refundable activities.

Finding the Cancellation Policy

Before Booking - The cancellation policy is displayed on the activity detail page before you complete your purchase. Look for the "Cancellation Policy" section and review it carefully before adding the activity to your cart.

After Booking - You can also find the cancellation policy in your booking details. Go to the Bookings tab, tap on your booking, and the policy information is shown on the booking details screen.

How to Cancel a Booking

If you need to cancel a booking, follow these steps in the MyPerfectStay app:

1. Go to the Bookings tab at the bottom of the screen
2. Find the booking you want to cancel
3. Tap on the booking to open its details
4. Look for the Cancel or Cancel Booking option
5. The app will show you the refund amount you will receive based on the cancellation policy

The cancellation screen displays exactly how much you will be refunded, shown as both the amount and the percentage of your total price. For example, you might see "You will be refunded 85.00 EUR (100% of the total price)" for a full refund, or a lower percentage for partial refunds.

If the booking is within the cancellable period, the "Continue with cancellation" button will be active. Tap it to proceed.

Selecting a Cancellation Reason

After confirming you want to cancel, you will be asked to select a reason for the cancellation. The app presents a list of common reasons:

• I booked the wrong date
• I found a cheaper price
• I did not receive my confirmation on time
• My trip was canceled
• Other reason

Select the reason that best describes your situation. This feedback helps both MyPerfectStay and activity providers improve their services.

Once you select a reason, tap "Cancel booking" to finalize the cancellation.

What Happens After Cancellation

When you successfully cancel a booking:

1. You receive an on-screen confirmation that the booking has been cancelled
2. The booking is removed from your upcoming bookings
3. The booking appears in your past/cancelled bookings section
4. If eligible for a refund, the refund process begins automatically

Refund Processing

Refund Timeline - Refunds are processed to your original payment method. The time it takes for the refund to appear in your account depends on your bank or card provider, but typically takes 5-10 business days. Some providers may take longer.

Refund Amount - The exact refund amount is determined by the cancellation policy and when you cancel. The cancellation screen shows you the precise amount before you confirm.

Refund Currency - Refunds are processed in the currency of the original transaction. If your payment method uses a different currency, your bank handles any conversion.

When You Cannot Cancel

Some situations prevent self-service cancellation:

• Non-Cancellable Activities - If the activity has a non-refundable policy, the cancel option may not be available or will show 0% refund.
• Past the Cancellation Deadline - Once the cancellation window has closed, you may not be able to cancel through the app. Contact customer support for special circumstances.
• Activity Already Started - You cannot cancel an activity that has already begun.

Special Circumstances

Weather Cancellations - If an activity is cancelled by the operator due to weather conditions, you will typically be notified and offered either a reschedule or a full refund. The operator handles this directly.

Operator Cancellations - If the activity provider cancels the activity for any reason, you automatically receive a full refund. You may also be offered alternative dates if available.

Medical Emergencies - For genuine emergencies or extenuating circumstances that are not covered by the standard cancellation policy, contact customer support to discuss your options. Documentation may be required.

Important Things to Remember

• Cancellation deadlines are in local time - The cutoff time for cancellation is based on the local time at the activity location, not your current time zone. Make sure you account for any time differences.
• No-shows are not refunded - If you do not show up for an activity without canceling beforehand, you are generally not eligible for any refund.
• Modifications may require rebooking - If you want to change details like the date, time, or number of travelers, you may need to cancel the original booking and create a new one. The original cancellation policy applies.
• Check before you book - The best time to understand a cancellation policy is before you complete your purchase. Take a moment to read the policy so you know what to expect if your plans change.

Need Help?

If you have questions about a cancellation policy, need assistance canceling a booking, or have special circumstances to discuss, please contact us at info@cloudcops.de and we will be happy to help.