Cancellation policy

1. Summary by ticket type

2. Non-refundable tickets - what this means

• No date, time slot (where applicable), guest count or ticket type changes after payment.
• No refunds for no-shows, late arrival, partial use, weather (unless venue closes), or change of mind.
• Exceptions only where required by law or §4 (Partner cancellation/force majeure).

3. Flexible tickets (when offered)

If your confirmation email says "Free cancellation until [date/time]" or "Changes allowed", you may request cancellation or change before that cutoff by emailing [email protected] with your booking reference and registered email. Requests are handled in order received; cutoff is measured in the venue's local time. After cutoff, the non-refundable rule applies. Refunds, when due, are issued to the original payment method within 5–10 business days; bank processing may add time. Fees charged by payment providers may be non-refundable.

4. If the Partner cancels or significantly changes the experience

If the venue closes, cancels, or makes a material change (e.g., time shift >4 hours, closure of the main attraction), we will notify you as soon as the Partner informs us and offer, at your choice: (a) rebooking to an alternative date/time subject to availability at no extra cost, or (b) full refund of the ticket amount paid to trabeler. Travel, accommodation or other consequential costs are not covered unless required by law.

5. How to request a cancellation or change (flexible tickets only)

1. Email [email protected] at least 24 hours before the cutoff, or use reply to your confirmation email.
2. Subject: "Cancellation – [booking reference]" or "Change – [booking reference]".
3. Include: booking reference, lead guest name, registered email, and desired action.
4. We confirm by email. Do not consider the request accepted until you receive written confirmation from us.

6. No-shows, late arrival and misuse

Arrive 10–15 minutes before your slot (e.g., London Eye slot). Late arrivals may be admitted at Partner discretion but are not entitled to refund or reschedule. Tickets are checked via QR; screenshots are accepted but screenshots that fail to scan are your responsibility- keep brightness high and present the PDF.

7. Force majeure & extraordinary circumstances

Neither party is liable for failure due to events beyond reasonable control (e.g., natural disaster, pandemic, government order, major transport strike). If such events cause Partner closure, §4 applies. Personal circumstances (illness, visa, transport delays) do not create a refund right for non-refundable tickets - consider travel insurance.

8. Chargebacks

Unauthorized or fraudulent charges should be reported to [email protected] immediately. Filing a chargeback without first contacting us may delay resolution. Valid chargebacks are processed per card network rules.

9. Interaction with Terms and Privacy

This policy is part of our Terms of Use. Personal data used to process cancellations is handled per our Privacy Policy. For help with a specific booking, see Help Center.

10. Contact

Support: [email protected] • Legal: [email protected]
Trabeler SAS, 24 Rue de Rivoli, 75004 Paris, France. Hours: Mon–Sun 9am–9pm CET.