Cancellation & Refund Policy
Last updated: April 2026
1. Overview
WildAccess connects customers with local guides offering outdoor experiences. This policy defines how cancellations and refunds are handled for both customers and providers.
2. Customer Cancellations
Free Cancellation
Customers can cancel their booking free of charge up to 24 hours before the experience starts.
- Full refund will be issued
- No cancellation fees
Late Cancellation (less than 24 hours)
If a booking is cancelled less than 24 hours before the start time:
- No refund will be issued
- The provider is compensated for reserved time
No-show
If the customer does not show up:
- No refund will be issued
3. Provider Cancellations
Providers (guides) may cancel bookings only for valid reasons.
Allowed reasons
- Unsafe weather conditions
- Safety risks
- Illness or emergency
- Force majeure circumstances
Not allowed reasons
- Low number of participants
- Schedule changes for convenience
- Double bookings due to poor management
If provider cancels
Customer will receive:
- 100% refund
- Option to reschedule
- Priority support
WildAccess may also offer a discount for a future booking.
Provider accountability
Frequent cancellations may result in:
- Reduced visibility in search results
- Warnings
- Temporary suspension
- Removal from platform
4. Changes & Rescheduling
By customer
Allowed up to 24 hours before start (subject to availability).
By provider
Must be agreed with customer — cannot be forced.
5. Refund Processing
- Refunds are processed automatically
- Payment is returned to original payment method
- Processing time: 3–7 business days (depending on bank)
6. Weather Policy
Outdoor experiences depend on conditions.
- Light rain or normal weather does not qualify for cancellation
- Only unsafe conditions justify cancellation
Decision is made by the provider with safety as priority.
7. Platform Responsibility
WildAccess acts as a platform that:
- Facilitates bookings
- Handles payments
- Supports dispute resolution
WildAccess is not responsible for:
- Weather conditions
- Natural variations in experiences
- Customer expectations beyond the service description
8. Disputes
If a dispute occurs, contact support at support@wildaccess.fi. Cases are reviewed individually and fair resolution is prioritised.
9. Final Notes
This policy is designed to:
- Protect customers
- Support providers
- Ensure fair and transparent operations
By booking through WildAccess, users agree to this policy.