Cancellation policy
Why do we have cancellation policies in the first place?
Manawa acts as an intermediary between you (the user) and professional instructors/guides organizing outdoor activities. When you book an activity through Manawa, 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:
Super Flexible
- Cancellation 24 hours or more prior to the agreed activity starting date
→ You are automatically refunded for the full activity price - Cancellation less than 24 hours are what we call last-minute cancellations
→ No refund will be possible
Flexible
- Cancellation 4 days or more prior to the agreed activity starting date
→ You are automatically refunded for the full activity price - Cancellation between 48 and 96 hours prior to the agreed activity starting date
→ You are entitled to a 50% refund - Cancellation 48 hours or later are what we call last-minute cancellations
→ No refund will be possible
Moderate
- Cancellation 10 days or more prior to the agreed activity starting date
→ You are automatically refunded for the full activity price - Cancellation between 4 and 10 days prior to the agreed activity starting date
→ You are entitled to a 50% refund - Cancellation 4 days or later, prior to the agreed activity starting date, is considered last-minute cancellations
→ No refund will be possible
Strict
- Cancellation 30 days or more prior to the agreed activity starting date
→ You are automatically refunded the full activity price - Cancellation between 30 and 10 days prior to the agreed activity starting date
→ You are entitled to a 50% refund - Cancellation 10 days or later, prior to the agreed activity starting date, are considered last-minute cancellations
→ No refund will be possible
Super Strict
- Cancellation at least 90 days or more prior to the agreed activity starting date
→ You are automatically refunded for the full activity price - Cancellation between 90 and 60 days prior to the agreed activity starting date
→ You are entitled to be refunded a total of 75% of your total booking value - Cancellation between 60 and 30 days prior to the agreed activity starting date
→ You are entitled to be refunded a total of 50% of your total booking value - Cancellation after 30 days prior to the agreed activity starting date
→ No refund will be possible
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, emailing us at [email protected].
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' or 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 Manawa team will do their utmost to find the best solution to reschedule or postpone your activity!