The short version
Every ticket is non-refundable unless it shows its own cancellation terms. A cancellation is a request: you ask us, we decide each case on its own terms, and we tell you the answer by email. Where a ticket shows the operator's free-cancellation window, that window is the terms, and you can cancel it yourself inside it.
How to cancel
Sign in, open your bookings and open the one you mean.
- On a ticket that reads non-refundable, cancellation on request, choose Request a cancellation. That opens a case with your booking attached; somebody here reads it and answers by email. Nothing changes on the booking until we do.
- On a ticket that shows the operator's window, choose Cancel booking. You will be asked to confirm, and it cannot be undone.
If you cannot get to the site, or the experience starts within hours, email hello@trendetna.com with your booking reference.
What happens when a cancellation is granted, or made inside a shown window
We ask the operator first, before touching your money.
- If the operator releases the booking, your place is given up. If your card was only held, the hold is released and nothing was ever taken; if it had been charged, the full amount is refunded to the card you paid with. For a request on a non-refundable ticket, what comes back is part of the decision we give you, and may be less than the full amount or nothing.
- If the operator will not release it, usually because their own deadline has passed, the booking stays exactly as it is and nothing is refunded. We tell you that plainly rather than take the booking away and keep the money.
If the operator releases the booking but the refund itself fails, you are told so, with your booking reference. That means the money is still with us and somebody here has already been alerted; write to us with that reference and we will finish it.
Knowing the terms before you book
The same sentence is on the listing page, beside the ticket in the booking panel, on your receipt and on your booking page. For most tickets it is: non-refundable, cancellation on request only, decided case by case. Where we have chosen to show an operator's free-cancellation deadline, it is stated in their own words, as something like "free cancellation up to 24 hours before it starts", and the deadline for your date is on the booking page.
We do not invent terms and we do not fill a gap with a general policy that would not be true of that booking. If cancellation terms matter to you, ask us before you book and we will ask the operator.
When your card is charged
Your card is authorised at checkout and charged later: within about a week (up to a month where your card's network allows a longer hold), or two hours before a shown free-cancellation window closes, whichever comes first. The exact date is on your booking page and in your confirmation, and you get a note when the charge runs.
How a refund reaches you
A refund goes back to the card that paid, through Stripe. There is no other route: we cannot send it to a different card, to an account, or as credit.
We start it as soon as the operator releases the booking, or as soon as we grant a request. How long it then takes to appear on your statement is up to your bank, and is usually a few working days. That part is not ours to control.
If we agree a partial or goodwill refund on a booking you are still going on, the booking stays active and only the money changes.
When the operator cancels
If an operator cancels a confirmed booking, you are refunded in full. You do not have to argue for it, and their own deadline does not apply, because the cancellation was not yours.
Their system does not automatically tell ours, so this reaches us either from the operator or from you. If an operator has told you your trip is off and you have not heard from us, forward it to hello@trendetna.com and we will cancel the booking and refund it.
The same goes for an experience that cannot run: weather, a boat that is not fit to sail, or a minimum party size that was never reached.
Changing a booking
We cannot change the date, time or party size of a booking on the site. Write to us and we will ask the operator. Often the answer is to cancel and rebook, which is subject to their cancellation terms like anything else, so ask before you cancel rather than after.
If you do not turn up
There is nothing automatic for a missed experience. Once the start time has passed, the operator has usually held a place, staff and equipment for you, and most do not refund a no-show.
Cancelling in advance is the only thing the site itself can do for you. If something serious kept you away, write to us and we will put it to the operator, but the answer is theirs.
Checkouts you did not finish
If you start a checkout and do not complete it, the held place is released and you are not charged. There is nothing to cancel and nothing appears on your card.
Questions
hello@trendetna.com. Quote your booking reference and we can see exactly what happened to it.