Rebooking and Refund Policy
What Experiences Issues are covered
The term “Experiences Issue” refers to the following situations:
Vendor cancels the Experience.
Vendor fails to deliver or fulfill the Experience, including because of Vendor technical difficulties in the case of Online Experience.
Vendor arrives more than 15 minutes late to the Experience causing the buyer to abandon the Experience.
Experience presents or entails a safety or health hazard that would reasonably be expected to adversely affect a buyer’s participation.
The actual Experience materially deviates from the Experience as described at the time of booking or from the Kidsvenu Experiences standards and requirements in a manner that would reasonably be expected to adversely affect a buyer’s participation.
What happens if a Vendor cancels the Experience
If a Vendor cancels an Experience reservation, their buyer automatically receives a full refund.
What happens if another Experiences Issue disrupts an Experience
Other Experiences Issues must be reported to us no later than 72 hours after they occur. If we determine that an Experiences Issue has disrupted an Experience, we will provide a full or partial refund. The amount refunded depends on the severity of the Experiences Issue, the impact on the buyer, how the Experience was affected, and whether the buyer was able to attend and participate in the Experience.
How to request a refund
To be eligible for a refund for an Experience Issue other than a Vendor cancellation, the buyer who made the reservation may submit a request by contacting us. Request must be made to us no later than 72 hours after occurrence of the Experiences Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Vendor or other buyers. We will determine whether an Experiences Issue has occurred by evaluating available evidence.
How this Policy affects Vendors
If a Vendor cancels an Experiences reservation or another Experiences Issue disrupts an Experience, the Vendor will either receive no payout or will have their payout reduced by the amount of the refund to their buyer. In most circumstances we will attempt to confirm a buyer’s request with their Vendor. Vendors can also submit an objection to an Experiences Issue by contacting us.
Other things to be aware of
This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a request for a refund, whenever feasible, the buyer must notify the Vendor and try to resolve the Experiences Issue directly with their Vendor. In connection with resolving the issue, buyers can request refunds directly from Vendors using the resolution center. We may reduce the amount of any refund under this Policy to reflect any refund or other relief provided directly by a Vendor.
Where a buyer demonstrates that timely reporting of an Experiences Issue was not feasible, we may allow for late reporting of the Experiences Issue under this Policy. Experiences Issues that are caused by the buyer, or their invitees or pets are not covered by this Policy. Submitting a fraudulent report violates our Terms of Service and may result in account termination.
Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that buyers or Vendors may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any buyer or Vendor. All rights and obligations under this Policy are personal to the booking buyer and Vendor of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service.