Cancellation Policy

Why This Cancellation Policy?

A canceled booking creates a terrible experience and completely disrupts travelers' plans. The high number of cancellations by gurus has led to hundreds of complaints from dissatisfied travelers who will never book with GuruWalk again.

This significantly impacts our ability to attract customers to your tours. A high cancellation rate increases the cost of customer acquisition, limiting the investment we can make to bring in new bookings. As a result, we have been forced to modify the cancellation policy, which applies to both Hobby and PRO accounts.

When Does It Apply?

Effective from September 2024, the platform will charge 1 credit for all unjustified cancellations by the guru (excluding minors under 14).
For Hobby accounts, penalties will apply for unjustified cancellations.

What Types of Cancellations Are Justified?

1. Group booking: Bookings of 6 or more people (if you do not accept group reservations).
2. Duplicate bookings.
3. Spam.

These cancellations will only be justified if the system detects them as such. They will be marked in your calendar with the corresponding icon. If the system does not detect them, the corresponding credits will be deducted from your account.

What If I Have a Personal Emergency?

If you have a health issue, a personal emergency, or a proven force majeure situation that prevents you from conducting the tour, follow these steps:

1. Cancel the event so travelers are notified.
2. Contact your Account Manager to explain the situation and provide evidence.
3. Your Account Manager will evaluate the case and attempt to recover the credits (this process may take several days).
   

For Hobby accounts, the process is the same to avoid penalties or even account suspension.

What Types of Cancellations Are Not Justified?

Any reason not listed as a justified cancellation, such as:

• Canceling due to not reaching the minimum number of attendees.
• Canceling because a walker is unresponsive.
• Canceling because a walker asks you to.
  

What kind of cancellations are not justified?

Any other reason not provided for as justified cancellation in the preceding paragraph: because it does not reach the minimum number of attendees, the walker asks me to cancel, another...etc.

If a walker tells you they cannot attend and asks you to cancel their booking, let them know they must cancel or modify it themselves in their booking section. They can do so at www.guruwalk.com/bookings.
If they don’t cancel, increase the available spots on your tour (knowing they won’t be occupied) and mark them as a no-show.

No Other Option But to Cancel?

While we strongly recommend avoiding cancellations at all costs—to prevent traveler disappointment, bad reviews, and the cancellation banner from appearing on your profile—if you have no choice but to cancel, do it the right way to avoid severe penalties or account suspension:

✅ Cancel the event through your calendar.
Canceling via message or outside the platform is considered FRAUD and may result in penalties under our Fraud Policy.

✅ Cancel in advance to minimize the impact on the walker and possibly avoid a negative review.

✅ Explain the reason for the cancellation. If the walker understands your situation, they may not leave a bad review.

✅ Offer alternatives.
Suggest another schedule, a similar tour available on GuruWalk, or personal recommendations.

Put yourself in the traveler’s shoes and try to avoid canceling whenever possible.
It’s their vacation, and a last-minute cancellation can ruin their plans. If you must cancel, do everything possible to make it a smooth experience so they can find alternatives—and to prevent a negative review on your profile.

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