Effective for all guide bookings made through Keyguides Connect for a logged in partner.
By submitting a booking request through Keyguides Connect, you enter into a binding agreement with the guide you have requested. This agreement is effective from the moment the guide accepts your request.
You may cancel a confirmed booking free of charge up to 48 hours before the scheduled start time of the tour or service.
Cancellations made less than 48 hours before the scheduled start time are subject to full payment as described in Section 3.
If you cancel within the 48-hour window — or your guests fail to show up — you are still required to pay the full agreed amount for the booking. Payment will be processed as follows:
Card payment: If its less than 48 hours until the tour happens when you cancel, you are required to pay the full amount before cancelling.
Invoice: A full invoice will be issued to your organisation by the guide and is due within the payment terms stated on the invoice.
The payment method applied depends on how the booking was originally requested and confirmed through the platform.
No refund, credit, or waiver will be issued for cancellations made within the 48-hour window, regardless of the reason for cancellation.
The full payment collected on a late cancellation goes directly to the guide, who has reserved the time and may have turned down other work to fulfil your booking.
To cancel a booking, log in to your Keyguides Connect account and use the cancellation function within the booking. The timestamp of your cancellation request determines whether the 48-hour policy applies. You will be issued a warning if there is less than 48 hours until the booking start time.
Changes are currently not a feature we have in the platform but is to come. This is the terms that will be valid when the possibility comes. Changing the date, time, or scope of a confirmed booking is subject to the guide's availability and agreement. A change request does not constitute a cancellation. If the guide cannot accommodate the change, the original booking terms remain in effect.
In the event of circumstances entirely beyond your control — such as natural disasters, government travel bans, or other force majeure events — Keyguides Connect may, at its sole discretion, facilitate a resolution between the partner and the guide. This does not constitute a waiver of these terms.
By completing a booking request on Keyguides Connect, you confirm that you have read, understood, and agreed to these Cancellation Policy Terms & Conditions.