Cancellations and refunds

You can cancel a reservation from the dashboard at any time. For a catalogue reservation 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 a catalogue reservation 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

For catalogue reservations, money goes back the same way it was paid. The terms set a term of 3 working days. upemis.lt executes that refund, not you. If you recorded the booking yourself via Add reservation (taken by phone or in person), you collected the money, so you settle it directly with the traveller — the platform does not process or record that refund. 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.