We know that the ongoing spread of the novel coronavirus and COVID-19 may be impacting your clients’ travel plans and we’re here to help. We understand that this is a confusing time as the situation evolves every day around the world.
As countries opt for temporary travel restrictions and guidance may change frequently, we encourage you and your clients to check with the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), or local government authorities for more information about the impact to your clients’ destinations. You can also find links to additional resources on Tripadvisor.
We understand your clients may need to change their plans. Whether clients are on a trip right now, planning one in the near or distant future, or thinking about canceling, our customer service team is available to help you and your clients anytime.
What is Viator’s cancellation policy?
Flexibility is our priority. That’s why the vast majority of Viator bookings are refunded in full, if canceled more than 24 hours before the start of the booking.
We have three types of cancellation policies:
- Standard
- All Sales
- Final Non-Standard
Unsure where to find your cancellation policy? This page can help.
Our ‘Standard Cancellation Policy’: free cancellation up to 24 hours before
This covers the vast majority of our experiences, and allows for a full refund up to 24 hours before the start of the booking (if the experience does not have an explicit start time, the deadline to request a change or to cancel will generally be 11:59 pm in the provider’s timezone, two days before the start date).
To cancel a booking, follow these instructions.
‘All Sales Final’ and ‘Non-Standard’ bookings impacted by COVID-19
‘All Sales Final’ applies to a small number of products with stricter cancellation and refund policies. Some bookings may also be subject to non-standard cancellation policies, as described at time of booking.
For travel dates on or after July 1, 2020, we will only offer full refunds for bookings with an ‘All Sales Final’ or other non-standard cancellation policy if the booking was made on or before May 4, 2020. For such bookings made after May 4, 2020, the cancellation policy as stated at time of booking will apply.
To cancel your client’s booking, follow these instructions. (Not all bookings support online cancellation. Contact us if the your booking is “All Sales Final” or “Non-Standard”, or you are unsure how the cancellation policy applies to your clients.)
Other eligibility criteria for booking changes or cancellations
If your client has a booking with us that isn’t covered in the policy above but has been impacted by COVID-19, your client may still be eligible to change or cancel the booking if:
- Your client must comply with travel and/or disease control restrictions implemented by local authorities or the authorities in the destination of travel.
- Your client is a medical professional and must perform duties in connection with the COVID-19 outbreak.
- Your client has been diagnosed or is suspected of being infected with COVID-19 by health authorities.
In any of these cases, you or your client may cancel the booking directly or contact us.
Other frequently asked questions
I need to cancel a booking. How do I do that?
To cancel a booking, follow these instructions. (Not all bookings support online cancellation. Contact us if your booking is “All Sales Final” or “Non-Standard”, or you are unsure how the cancellation policy applies.)
The experience I had booked is closed due to COVID-19. Is my client still eligible for a refund?
Yes. If the experience you have booked has closed due to COVID-19, your client will be eligible for a refund. In most cases, our Customer Service team will contact the person selected to receive notifications at checkout (either the client, the agent, or both) to process the refund if an experience is closed or canceled due to COVID-19. However, you can also request a refund yourself.