How can I change or cancel an event?

If for any reason you’re unable to run a scheduled tour, it’s essential that you manage it from your calendar in advance to minimize the impact on travelers.

This article explains the options available to you, how to manage them step by step, and the potential consequences of each action.

Where to access these 2 actions from

To either modify or cancel an event, go to your Calendar and click on the event. Then, you’ll be able to either modify or cancel it, depending on the situation.

1 - Modifying an event

Just like cancellations, event modifications are meant for very exceptional cases, as they create a poor experience for the walker by altering their plans. However, whenever possible, it’s better to modify an event than to cancel it.

What can you modify?

The date
The time
The maximum number of participants

You can’t change the tour language once there are active bookings.

How to do it:

It’s very important that you first send a personalised message to the walkers through the platform, explaining that you plan to change the date/time of the event and try to reach an agreement with them. Clear and empathetic communication helps reduce the negative impact ❤️

Once you’ve reached an agreement with them—or if they don’t reply and you need to cancel—go to:
Calendar > Open the event > Edit

The system will automatically send an email to all walkers with a booking, informing them of the update.

Still, it’s very important that you send a personalized message through the platform, explaining the reason for the change.
Clear and empathetic communication helps reduce the negative impact. ❤️

Keep in mind that if you change the date of an event, you won’t be able to:

Change it again.
Create a one-time schedule in the time slot left by the modified event.

2 - Modifying a booking

Use this process if you need to change only one person's booking, but want to keep the event on its original date and time

What can you modify?

The date
The time

You can’t change the tour language once there are active bookings.

How to do it:

Calendar > Open the event > Clic on the walker's name > Move booking

With this process you only move that walker's booking; the rest will remain on the original event.

3 - Canceling an event

You should only cancel an event if there’s no other option. Canceling is one of the worst experiences a walker can have on our platform 💔

How to do it:

Calendar > Open the event > Cancel

When you cancel an event, an automatic email is sent to the affected walkers.

Still, once again, it’s very important that you send a personalized message through the platform explaining the reason for the cancellation. Good communication is key to minimizing the negative impact on the walker and preventing negative comments about your tour or your management.

If you're in the Hobby plan, no credits will be debited from your account.

Keep in mind that if you have no choice but to cancel, doing it through the calendar is the only proper way.

Consequences of canceling

Impact on your visibility:
No matter your account plan (PRO/HOBBY), if you accumulate too many cancellations, a “High cancellation rate” banner will appear on your tour, which discourages new bookings.

Penalties:

PRO accounts: Credits are deducted at the time of cancellation.
A refund can only be requested if:

The cancellation was due to a demonstrable force majeure.
You have contacted your Account Manager explaining the situation.
The Account Manager reviews the case and, if justified, will request the credit refund.

HOBBY accounts: Repeated cancellations can lead to penalties or even the closure of the tour.

By default, all cancellations are considered unjustified. Only those related to health reasons, force majeure, or circumstances beyond the guru’s control can be disputed.

Here you can consult the Cancellations policy.