Refund Policy
Last updated: August 11, 2026
Cancellation by Traveler
If you need to cancel a booking, the refund amount depends on when you cancel relative to the scheduled service time:
| Cancellation Timing | Refund Amount |
|---|---|
| More than 24 hours before service | Full refund (100%) |
| Between 2 and 24 hours before service | Partial refund (50%) |
| Less than 2 hours before service | No refund |
Cancellation by Provider
A guide- or admin-initiated cancellation is eligible for a 100% refund under the implemented cancellation policy. No additional platform credit is promised.
No-Show Policy
- Guide no-show: Contact support so the booking can be reviewed. If it is recorded as a guide- or admin-initiated cancellation, the implemented policy applies a 100% refund.
- Traveler no-show: The cancellation policy does not create a refund entitlement, and this policy does not promise a guide payout.
Quality Disputes
You may contact support about service quality. ROVEA may review available booking records and communications, but no refund outcome is promised outside the published cancellation policy.
Refund Processing Time
When a refund is approved, ROVEA submits it to the enabled payment provider. Posting time depends on the provider and the customer's bank; ROVEA does not promise a fixed processing time.
How to Request a Refund
To request a refund, follow these steps:
- Go to "My Bookings" in your account dashboard.
- Select the booking you wish to cancel and use the available cancellation action, or contact support if no action is shown.
- The displayed refund percentage follows the 0%, 50%, and 100% cancellation policy; provider posting time may vary.