Cancellation Policy
This Cancellation Policy explains how you cancel a Travelo account, subscription, booking, or ad campaign on heytravelo.com and in the Travelo apps. Money returned after a cancellation is covered by our Refund Policy.
Cancel as early as you can. The deadline is the one shown on that event, experience, or hotel rate before you paid.
1. Your Travelo account
Deactivate or permanently delete your account any time in Settings, or by emailing support@heytravelo.com. There is no fee to close a free account. Deleting an account does not refund a booking that is already non-refundable. Cancel open bookings first.
2. Subscriptions
Cancel a Travelo subscription any time in Google Play, Apple subscriptions, or the subscription section in the app. Cancellation stops the next renewal. You keep the plan until the end of the period you already paid for.
3. Circle events and plans
Open the event and cancel your place before it starts. The host's policy, shown before you paid, applies:
- Flexible — cancel at least 48 hours before the start for a free cancellation and a full refund.
- Standard — cancel at least 7 days before the start for a full refund. Later, but still before the start, half of the price is refunded.
- Strict — you may give up your place, but the price is not refunded after booking.
4. Local experiences
Cancel from your booking before the experience starts. Free cancellation lasts until the deadline on that listing, commonly 24 hours before the start unless the listing says otherwise. After that deadline the booking may be non-refundable.
If you do not attend, the host may mark a no-show. A no-show is not a cancellation and is not refunded.
5. Hotels and supplier bookings
Cancel in the app, or email support@heytravelo.com with the booking reference, before the deadline on your rate. Free-cancellation rates can be cancelled at no charge until that deadline. Non-refundable rates are not returned unless the property agrees or the law requires it.
Hotel pages that are only for inspiration are not a reservation with Travelo. Cancel those with the hotel.
6. Paid trip guides
A paid guide is delivered when it unlocks. There is no future service to cancel. If access never arrived, email support and we will unlock it or refund you.
7. Business advertising
Pause or stop a promotion any time in the business tools. Amounts already spent on delivery stay spent. Unused balance follows the Refund Policy.
8. When the host or Travelo cancels
If a host, hotel, or Travelo cancels your confirmed paid booking, we email you and refund what you paid us for that booking, unless you accept another date or listing. Travelo is not the organizer of a community event or the operator of a hotel or experience.
9. How a cancellation is confirmed
A cancellation counts when the app shows it as cancelled, or when we reply to your email confirming it. If the app will not cancel and the free-cancellation window is still open, email support@heytravelo.com and keep the booking reference.
10. Contact
Email: support@heytravelo.com · Refund Policy · Terms