Cancellations and refunds
When an operator can cancel a reservation, the traveller's 3-day window, and what happens to the catalogue fee.
On this page
You can cancel a reservation from the dashboard at any time. The traveller is notified automatically and is refunded in full. The platform fee is not charged on a cancelled reservation.
When the traveller can cancel
The traveller can cancel themselves while more than 3 days remain before the trip starts. They are then also refunded in full. The deadline is counted from the earliest start time on the reservation, not from the payment date. The tourist side of the same rule is in the tourist manual.
Refunds
Money goes back the same way it was paid. The terms set a term of 3 working days. The refund is executed by upemis.lt, not by you; the platform fee is not charged on a cancelled reservation.
Damage and complaints
If a kayak is damaged or lost, you settle that with the traveller directly. upemis.lt does not add a damage charge and does not hold a payout for damage unless the traveller files a complaint about the service itself.
If a traveller complains that the service was not provided, funds are not paid out to you until the complaint is resolved. Write to rimgaudas@upemis.lt if you need to explain what happened.