How do I choose and update my cancellation policy?
Keyguides Connect lets you choose between four cancellation policies for the tours you offer directly through your profile. These policies do not apply to jobs you accept through the Job Board or Partner assignments — those follow the partner's cancellation terms.
We’ve created four distinct policies that are easy for travelers to recognize and understand. You cannot write your own cancellation terms — this ensures clarity and consistency for travelers across the platform.
What are the available cancellation policies?
Policy Name | Refund and timings | When to use it |
Flexible | Full refund until 24 hours before the tour | Best used for encouraging spontaneous bookings |
Standard | 100% refund 7+ days before. 50% refund until 24 hours before the tour | A popular choice that balances flexibility for guides and guests |
Strict | Full refund within 14+ days No Refund within 14 days. | A clear option for guides who plan well in advance |
Non-refundable | No refund at any time | Recommended when offering tours with pre purchased items included. |
🔹 By default, all guides start with the Standard policy. You can change this anytime in your settings.
Your policy is clearly shown on your profile and each tour — making it easy for travelers to book with confidence.
⚙️ How to set or change your cancellation policy
Log in to your Keyguides Connect dashboard
Click on Settings
Go to the Cancellation Policy section
Select your preferred policy from the dropdown
Click Save
🔸 New to Keyguides? You start with the Standard policy by default. We recommend reviewing it to make sure it fits your needs.
🔁 Note: This will apply to all future direct bookings. Partner bookings follow the partner’s own rules.
💸 Who handles cancellations?
You do.
When a guest books directly through your profile, the money goes to you. That means you are responsible for refunding the guest according to your selected policy if the tour is cancelled. Keyguides Connect does not automatically process guest refunds — it’s up to you to honor the policy you’ve chosen.
We’ve made this clear in your booking dashboard and confirmation emails to help you stay on top of it.
🛑 What if you cancel the tour?
If you need to cancel after a guest has booked:
The guest receives a 100% refund according to our "Special Circumstances" Policy.
Alternative you may suggest a different guide to your guests if that is possible
You will have to go into dialogue with the guest to clairify what they want
Remember: when a guest books directly with you, you receive the money right away. That means if the tour is cancelled, you are responsible for refunding the guest according to the policy you’ve chosen. Failing to do so may affect your reputation on the platform and future bookings.
We’re working on features to help you suggest alternative guides in the future.
⚖️ What about Force Majeure?
We include a Force Majeure clause that allows guides to mark a booking as Force Majeure in extreme cases (e.g. natural disasters, illness, strikes). The default outcome is no refund, but as a guide, you are free to issue a refund to your guest if you choose.
This is not a Keyguides Connect policy — it’s a tool for you to manage your business the way you want. We do not require you to refund anyone, nor do we automatically refund guests. If there’s a disagreement, we’re happy to help mediate, but ultimately, it’s up to the guide and the guest to reach a resolution together.
✅ Best practices
Choose a policy that fits your tour type and seasonality
Don’t overpromise: if you choose flexible make sure you can stick to it
Stay in touch with your guests: communication helps avoid misunderstandings
Always follow your own policy and process refunds when required – guests will remember how you handle problems
If you ever need help managing a cancellation or refund, you can always reach out to our support team. But remember: you are in charge of your business, and we’re here to support you.