Cancellation Policies

Why do we have cancellation policies in the first place?
XA acts as an intermediary between you (the user) and professional instructors/guides organizing outdoor activities. When you book an activity through XA, you are actually booking with the professional instructors/guides directly.

To avoid last-minute cancellations which can represent significant losses for our network of professional instructors/guides, they each get to choose the cancellation policy which they deem appropriate for the activities they organize.

Therefore, unless specified differently in activity descriptions, each activity is attributed one of the five following cancellation policies:

The 5 different cancellation policies:

Super Flexible

• If cancellation are made 1 day before the date of activity then 100% of total activity cost will be charged as cancellation fees

Flexible

• If cancellation are made 0 to 3 days before the date of activity then 100% of total activity cost will be charged as cancellation fees

Moderate

• If cancellation are made 0 to 7 days before the date of activity then 100% of total activity cost will be charged as cancellation fees

Strict

• If cancellation are made 0 to 15 days before the date of activity then 100% of total activity cost will be charged as cancellation fees

Super Strict

• If cancellation are made 0 to 30 days before the date of activity then 100% of total activity cost will be charged as cancellation fees

Refund Process:

• Refunds will be issued within 7 working days after the cancellation date.
• Refunds will be processed to the original payment method used at the time of booking.

Supplier cancellations

The instructors/guides may only cancel an Activity if circumstances beyond his control make the Activity performance impossible or dangerous, such as poor weather conditions and force majeure.

In such cases, users are obviously fully refunded.

Alternatively, in case of bad weather conditions or other force majeure events, instructors/guides can also propose to reschedule your activity. It is up to you to accept or refuse such changes (for example, it may be difficult to postpone an activity by a week if you are on a road trip abroad). If you cannot attend the new proposed date, you will be entitled to full reimbursement.

Can I modify the dates of my booking?

You may request a change in the scheduled dates for an activity if such modification is possible (this will be activity-dependent). This can be done through our service, by calling or emailing us at xasupport@xperienceadventure.com .

We will contact your provider to negotiate such modification on your behalf. Should the modification request be accepted by the provider, a new reservation summary will be issued and sent out to you by e-mail.

It is however important to note that instructors/guides are under no obligation to accept such modifications in activity date or starting time. Such requests, if accepted, may be subject to fees according to the instructors/guides’ specific terms and conditions.

Should your modification request be refused by the instructors/guides, your request will be treated as a cancellation as per the above policy.

In practice?
It’s all common sense. Try to contact us or your instructors/guides as soon as possible if you cannot attend the activity on the initially selected and agreed date. The instructors/guides and the XA team will do their utmost to find the best solution to reschedule or postpone your activity !