Refund & Cancellation Policy

When you book a tour, the full amount is held from your TripChat wallet balance. TripChat holds your payment until the tour is done — the guide is paid after. After the guide marks the tour complete, there is a 48-hour dispute window before the money moves to the guide's withdrawable balance.

If the guide declines your booking request, or you withdraw it while it is still waiting for the guide, the hold is released back to your wallet in full.

Each tour carries one of four cancellation policies, chosen by the guide and shown on the tour page before you pay. The policy decides your refund based on how many hours before the tour start you cancel:

For a confirmed booking, cancelling starts with a cancellation request. The refund percentage is calculated when the cancellation is finalized — when the guide approves it, the guide cancels on their side, or the request auto-approves after 48 hours without a guide response. Any part that is not refunded goes to the guide (minus the platform commission).

Refunds are returned to your TripChat wallet balance — the same balance you paid from. Wallet credits are instant, and you can spend the balance again on any tour, message, call, subscription, or store purchase.

If you need money returned to your original payment method instead, contact support@tripchat.net and we will look at your case.

After a tour is marked completed, the payment sits in a 48-hour dispute window before it becomes withdrawable by the guide. If the tour did not happen, was cut short, or was not what was agreed, email support@tripchat.net within those 48 hours with your booking details and we will review the case before the money is released.

Fanclub subscriptions renew every 30 days and are charged from your wallet balance at the price you originally joined at. You can cancel anytime from your subscriptions page.

When you cancel, you keep full access until the end of the 30-day period you already paid for, and the subscription simply does not renew. We do not give partial-period refunds for the unused days of the current period. If a renewal fails because your balance is too low, you have a 3-day grace period to top up before the subscription ends — cancelling during the grace period also just runs out the remaining access.

Guide stores sell two kinds of products, with different refund rules:

• Tour products link a real tour and follow that tour's cancellation policy (section 2), with the same escrow hold.
• Escrow-backed service orders (made through a custom offer) can be cancelled by either side before delivery — the hold is released back to your wallet in full.
• Service orders paid in full at purchase are final at sale. If something goes wrong with one, contact support@tripchat.net and support will review the refund.

Calls are billed per minute, only for the time both sides are in the call. If a call fails within the first two minutes for technical reasons, everything charged for it is refunded to your wallet automatically — the platform absorbs dropped calls.

Paid messages are charged per message once the guide's free allowance is used up, and are not refundable once sent.

Cancel from your bookings or orders page whenever the option is shown — that is the fastest path. For anything else (disputes, store refunds, special cases), email support@tripchat.net from the address on your account and include the booking or order details. We usually reply within one business day.