1. Cancellation

Cancellation of the total amount is Free up to 24 hours before beginning of the activity excluding Extra Fees (if requested to the Local Expert). If cancellation if done less than 24 hours before beginning of the activity travelers, no refund can be done including Extra Fees (if requested to the Local Expert) and the Service Fees. If the weather creates a safety concern, either before or during the experience, the Local Expert may cancel the activity. If this happens, the Travelers will be fully refunded.

If travelers do not cancel an activity prior to this one, or do not show to the activity, the activity and any other fees are not refunded.

If the activity or extra activities booked by the Travelers requested from the Local Expert much higher expenses than the ones covered by the cancellation policy, the Local Expert can ask for the payment of the totality of these expenses from the Travelers. In this case the Local Expert will have to provide to Jungle Life Travel specific figures and evidences of the expenses.

2. Emergency or unavoidable circumstance

How it works

We may be able to give you a refund or waive the cancellation penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.

It is important to keep in mind that penalty-free cancellations are only available for extenuating circumstances that occur before the official beginning of the activity for your reservation.

Circumstances that require documentation

Death of a Local Expert, Travelers, immediate family member, or caregiver. You’ll be asked to provide one of these documents:

  • Death certificate
  • Obituary
  • News article naming the deceased
  • Police report

Unexpected serious illness or injury affecting a Local Expert or member of the travelling party. You’ll be asked to provide a statement from a physician confirming that the person can’t deliver the activity or travel due to an unexpected, serious illness or injury. The statement must be also dated after the reservation was booked and provided within 7 days of cancellation. At this time, pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.

Unforeseen property damage, maintenance, and amenity issues to the Jungle Life Travel listing that makes the activity unsafe, or that prevents travelers from experiencing major parts of the activity. This does not include planned operations. You will be asked to provide all of the following documents:

  • Proof that the issue is being fixed
  • An estimate of when it will be fixed
  • An invoice for the issue being fixed

Transportation disruptions that make it impossible to travel to your destination, including road closures and flight cancellations where there are no alternative methods of travel. This includes closures and cancellations caused by natural disasters, such as earthquakes or severe storms. You will be asked to provide a notice of the road closure, or documentation from the airline that the flight was cancelled and supporting documentation confirming that it’s not possible to travel to your destination.

Train, bus, or ferry cancellations where no alternate trips were available on the same day. You will be asked to provide documentation that clearly shows the carrier was not operating on that day, such as a screenshot of the company’s website or a link to an official statement from the carrier.

3. Circumstances that require special review

There is no required documentation for these circumstances, but Jungle Life Travel team will review each case to confirm that you’re directly affected. Natural disasters, terrorist activity, and civil/political unrest that prevent the Travelers from going to or from the destination, or that makes the activity unsafe. Epidemic disease or illness that suddenly affects a region or an entire group of people. This does not include existing diseases that are associated with an area. Any updates to our policy regarding the outbreak of a disease, and the scope of policy application, will be determined based on announcements by the World Health Organization and local authorities. Travel restrictions imposed by a government, law enforcement agency, or military that restrict travel to or from the listing or experience location. Essential utility outages that affect the listing or activity location.

Changes to visa or passport requirements that make it impossible to travel to the destination. This does not include lost or expired travel documents.

What to do next

If you have confirmed your circumstance meets the requirements above, first cancel your activity. Then contact the Jungle Life Travel team through our contact form to explain the reason of your cancellation. We will walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of cancellation.

If your reservation falls under a recognized extenuating circumstance, you will be notified that your reservation qualifies for a penalty-free cancellation, and you will get a full refund if you’re a Traveler.

4. Refund

This Activities Travelers Refund Policy governs Jungle Life Travel policy for Travelers refunds and the Local Experts obligations associated with this Policy. It applies in addition to Jungle Life Travel Terms and Policies and is available to Travelers who book an Activity through the Jungle Life Travel Platform and suffer a Travel Issue. By using the Jungle Life Travel Platform as an Activity Local Expert or Travelers, you are indicating that you have read and that you understand and agree to be bound by this Activity Travelers Refund Policy. The following situations are “Travel Issues” that are eligible for a refund under the Activity Travelers Refund Policy:

  • The Local Expert fails to carry out the booked Activity or arrives more than 60 minutes past the stated start time, causing the Travelers to abandon the Activity.
  • The Local Experts makes significant changes to the Activity after booking.
  • The Activity contains a safety or health hazard that would be reasonably expected to adversely affect the Traveler’s participation in the Activity.
  • For Activities that take place online, the traveler cannot attend, or a local expert cannot lead the Activity because of technical difficulties, including audio or visual issues.

If Jungle Life Travel determines that a Travelers has experienced a Travel Issue, Jungle Life Travel will, at its discretion, provide the Travelers with a refund up to a maximum of the Total Fees the Travelers paid for the Activity in accordance with this Policy. The amount of any refund will depend on the nature of the Travel Issue suffered.

Minimum Quality Standards, Local Expert Responsibilities, and Reimbursement to Travelers

As a Local Expert, you are responsible for ensuring that the Activity you list on the Jungle Life Travel Platform meets Jungle Life Travel platform standards and does not present a Traveler with Travel Issues. Before and during the Activity, Local Experts should be available, or make a third party available, in order to try, in good faith, to resolve any Travelers issues.

If (i) Jungle Life Travel determines that a Travelers has suffered a Travel Issue related to your Activity and (ii) Jungle Life Travel reimburses that Travelers (up to their Total Fees), you agree to reimburse Jungle Life Travel up to the amount paid by Jungle Life Travel within 30 days of Jungle Life Travel request. You authorize Jungle Life Travel through your preferred third-party to collect any amounts owed to Jungle Life Travel by reducing your Payout or as otherwise permitted pursuant to the Payments Terms of Service.

As a Local Expert, you understand that the rights of Travelers under this Activity Travelers Refund Policy will supersede the Experience Cancellation Policy. If you dispute the Travel Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, provided you have used reasonable and good faith efforts to try to remedy the Travel Issue with the Traveler prior to disputing the Travel Issue claim.

General Provisions

This Activity Travelers Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Travelers, and the Travelers has not paid any premium in respect of the Activity Travelers Refund Policy. The benefits provided under this Activity Travelers Refund Policy are not assignable or transferable by a Travelers.

All determinations of Jungle Life Travel with respect to the Activity Travelers Refund Policy shall be at Jungle Life Travel discretion, and final and binding on the Travelers and Local Experts.

Jungle Life Travel reserves the right to modify or terminate this Activity Travelers Refund Policy, at any time, at its sole discretion. If Jungle Life Travel modifies this Activity Travelers Refund Policy, we will post the modification on the Jungle Life Travel Platform. Jungle Life Travel will continue to process all claims for Travel Issues made prior to the effective date of the modification.