Activity Page

Cancellation policies may differ depending on the options you select.

• If the option offers cancellation, click 'Free Cancellation' to view the cancellation policy
• If the option does not offer a cancellation, it will be indicated with 'No Cancellation'

Under the 'Bookings' Tab in your Account

To view your upcoming bookings, click on the 'Bookings' tab in your account. From there, you can select the booking you wish to cancel and review the cancellation policy.

Click on 'View More', followed by 'More Details' to find out more about the cancellation policy. 

Cancellation Terms

1. Free Cancellation: A full refund will be processed if the cancellation is made before the date of the activity.
   
   
2. Free Cancellation up to XX hours* in Advance: A full refund will be processed if the cancellation is made before the date and time of the activity regardless of the activity's start time.
   *Based on the activity’s local time.
   
   For instance, the cancellation policy states "Free Cancellation up to 24 hours in Advanced. If your activity is stated for 3 Jan, 0900hrs, a full refund will be processed if the cancellation is made before 0000hrs on 1 Jan. There will be no refund for cancellations made after 0000hrs on 2 Jan.
   
   
3. No Cancellation Allowed: Sorry, you are not eligible for a refund.
   

If you used a promo code or participated in a campaign that offers free cancellation for your booking, the Terms & Conditions outlined on the campaign page will apply.

Cancellation by Provider

If your provider needs to cancel your activity, we will notify you promptly and issue a full refund. If you haven’t been contacted, please reach out to the Pelago Customer Care team.

Exceptional Circumstances Refund

• Medical: Serious illness or injury to you or accompanying participants.
  • Please provide the medical certificate issued by a hospital, clinic or doctor.
    
    
• Compassionate: Passing of a first-degree relative.
  • Please provide the Death Certificate; you may be asked to prove your connection
    

• Force Majeure: E.g. any act of God (such as natural disaster or significant weather), situations arising from government or regulatory authority, war, civil commotion or terrorism, that makes it impossible for the activity to start.
  • Please provide proof from the official authority or photographic evidence.
    

• Transport Disruption: Involuntary flight, rail or boat cancellations or delays outside of your control that prevent you from going for your activity.
  • Please provide evidence of cancellation or delay.

*If accepted, all refunds, except for cancellations due to compassionate reasons, will be refunded in the form of a promo code. 

To change or cancel your booking, please reach out to Pelago Customer Care via Live Chat, with the necessary supporting documents. Please note that we are unable to process your cancellation if the relevant proof is not provided.