Refund & Cancellation Policy

Last updated: April 2026

1. Overview

At Book and Explore, we want you to book with confidence. This policy explains how cancellations and refunds work for services booked through our Platform. All refunds are processed by the Platform, not by individual Providers, because the Platform holds customer payments until the service is delivered.

2. Full Refund — 48+ Hours Before Service

If you cancel your booking 48 hours or more before the scheduled start date and time, you are entitled to a full refund of the total amount paid.

Example: Your booking is scheduled for June 10 at 14:00. If you cancel by June 8 at 14:00 or earlier, you receive a full refund.

3. Partial or Discretionary Refund — Less Than 48 Hours

If you cancel less than 48 hours before the scheduled service, refunds are handled at the sole discretion of Book and Explore. Depending on the circumstances, we may offer:

  • A partial refund (e.g., 50% of the booking amount)
  • A rescheduling option, subject to Provider availability
  • No refund, if the Provider has already committed resources or turned away other customers

Each request is evaluated individually. To request a late cancellation refund, contact us at hi@bookandexplore.co or call +30 6947490427 as soon as possible.

4. No Refund — No-Shows & Post-Service

No refunds are provided in the following situations:

  • No-shows: If you do not arrive for your scheduled service without prior cancellation
  • Late arrivals: If you arrive after the service has started or ended, at the Provider's discretion
  • After service delivery: Once the service date and time has passed, the booking is considered complete and non-refundable
  • Customer dissatisfaction with service quality: While we encourage feedback, refunds for subjective dissatisfaction must be resolved directly with the Provider

5. How to Request a Refund

To request a cancellation and refund:

  1. Contact us as soon as possible via email or phone
  2. Provide your booking reference number and the email used for the booking
  3. State the reason for cancellation
  4. We will review your request and respond within 2 business days

Email: hi@bookandexplore.co
Phone: +30 6947490427

6. Refund Processing Time

Approved refunds are processed back to the original payment method (credit/debit card) within 5–10 business days. The exact timing depends on your bank or card issuer. You will receive an email confirmation once the refund is initiated.

Refunds are issued in EUR (€). If your card was charged in a different currency, the refund amount may vary slightly due to exchange rate fluctuations between the original charge and the refund date. This is determined by your card issuer, not by us.

7. Provider Cancellations

If a Provider cancels a confirmed booking due to unforeseen circumstances (weather, equipment failure, illness, etc.), you will receive a full refund automatically. We will also attempt to offer you an alternative service or rescheduling option where possible.

8. Provider Payouts & Refund Mechanics

Book and Explore operates on a delayed-transfer model:

  • When you book, the full payment is held securely by the Platform
  • The Provider does not receive any funds until after the service is delivered
  • For rentals: Provider payout occurs 24 hours after the rental end date/time
  • For experiences: Provider payout occurs 24 hours after the experience start date/time
  • If a refund is approved before the payout occurs, the refund is processed directly from the held funds
  • If a refund is requested after payout, we may reverse the transfer or deduct it from future earnings

This model ensures that customer refunds can be processed quickly and fairly, without depending on the Provider's immediate availability of funds.

9. Force Majeure & Exceptional Circumstances

In the event of force majeure (severe weather, natural disasters, pandemics, government restrictions, or other events beyond our control), we will work with affected Customers and Providers to find the best possible resolution, which may include full refunds, rescheduling, or credit vouchers, at our discretion.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. The policy in effect at the time of your booking applies to that booking.

11. Contact Us

If you have any questions about cancellations or refunds, please contact us:

  • Email: hi@bookandexplore.co
  • Phone: +30 6947490427
  • Address: ΘΕΣΗ ΦΛΟΚΑ 0 - ΖΑΚΥΝΘΟΣ, 29100, Greece