Cancellations & Refunds

    Clear and transparent information about our cancellation policy and refunds

    Last updated: 28 januari 2026

    Free cancellation

    Up to 96 hours before start: 100% refund

    Limited flexibility

    Between 24–96 hours: reschedule possible (may incur fees)

    No refund

    Within 24 hours: no refund or free rescheduling

    Detailed Cancellation Policy

    ✅ Up to 96 hours (4 days) before start

    • 100% refund of the paid amount
    • Choose between: money back or Toudou credit
    • Refunds processed within 5-10 business days
    • No questions asked, no administrative costs

    ⚠️ Between 24–96 hours before start

    • No standard refund
    • Rescheduling once possible in consultation with Toudou and the Provider
    • Toudou and/or Provider may charge a change or administration fee
    • Amount depends on the specific outing and situation
    • Costs communicated before confirmation

    ❌ Within 24 hours before start

    • No refund in principle
    • No free rescheduling
    • Toudou and/or Provider may decide otherwise out of goodwill
    • Contact [email protected] to discuss possibilities

    🚫 No-show (didn't show up)

    • Booking considered "used"
    • No refund
    • No free rescheduling
    • Exception possible out of goodwill in special circumstances

    Refund Methods

    💰 Money Back (default)

    • Refunded to the original payment method
    • Processing time: 5-10 business days
    • For iDEAL | Wero: usually 1-3 business days
    • For credit card: may take up to 10 business days depending on your bank

    🎁 Toudou Credit

    • Immediately available after cancellation
    • Redeemable for any future booking
    • Valid for 2 years
    • Cannot be converted back to money
    • Choose this option during the booking process

    Special Situations

    Provider cancels or outing cannot take place

    If the Provider cancels or the outing cannot proceed for reasons beyond your control:

    • 100% refund or full Toudou credit
    • Or: alternative outing of equal or greater value
    • We contact you immediately to arrange a solution

    Illness or emergency

    In case of illness or emergency, the standard cancellation policy applies. For special circumstances:

    • Contact us immediately at [email protected]
    • Explain the situation
    • We'll discuss possibilities together with the Provider
    • Goodwill solutions are possible depending on the situation

    Weather-dependent outings

    For weather-dependent activities (e.g., outdoor adventures):

    • Provider decides if weather allows the activity
    • If cancelled due to weather: free rescheduling or full refund
    • Some outings offer "Good Weather Guarantee" as paid option

    Frequently Asked Questions

    Yes, you can cancel free of charge up to 96 hours (4 days) before the activity starts and receive 100% of the paid amount back. You can also choose Toudou credit if you indicated that during the booking process.

    For cancellations ≥96 hours in advance, you'll receive 100% money back by default (within 10 business days). If you chose credit during booking, the amount will automatically be converted to Toudou credit that you can use for your next booking.

    In principle, no refund takes place. You can reschedule the date once in consultation with Toudou and the Provider. Toudou and/or the Provider may charge a reasonable change or administration fee for this.

    Within 24 hours before the start, no refund takes place in principle and the outing can no longer be rescheduled free of charge. Toudou and/or the Provider may decide otherwise out of goodwill.

    In case of a no-show without timely cancellation, the booking is considered "used". No refund takes place and the outing can no longer be rescheduled free of charge, unless Toudou and/or the Provider decide otherwise out of goodwill.

    If the Provider cancels the outing or it's not possible, we always offer a suitable alternative or full refund. Contact [email protected] and we'll arrange a solution.

    For rescheduling between 24–96 hours in advance, Toudou and/or the Provider may charge a reasonable change or administration fee. The amount will be communicated in advance.

    Send an email to [email protected] with your booking number and desired cancellation or change date. We'll process your request as quickly as possible and keep you informed.

    Questions about cancellation or refund?

    We're happy to help! Contact us at [email protected] and include your booking number for faster assistance.