Cancellation & refunds

1. The short version

This policy is part of our Terms of use. It explains what happens if you cancel a booking, if the partner cannot go ahead, or if you do not turn up.

• Free cancellation 7 or more days before the event: the partner’s full share is refunded.
• Cancellation from 3 to 7 days before the event: 50% of the partner’s share is refunded.
• Cancellation inside 3 days, or a no-show: no refund.
• Cultura Club’s 10% platform fee is not refundable once the partner has accepted the booking.
• Refunds go back to the payment method you used.

2. How refunds are calculated

The price you pay is split between the partner and Cultura Club. The partner receives 90% and Cultura Club keeps a 10% platform fee.

Refunds come out of the partner’s 90% share. Cultura Club’s 10% platform fee is not refunded once the partner has accepted your booking, whatever the reason you cancel. The one exception is when the partner or Cultura Club cancels the event, and we refund you in full.

Your account shows the exact amount you will get back before you confirm a cancellation.

3. How to cancel

Sign in, open the booking in your account, and choose Cancel booking. We show you what you will get back before you confirm.

If you cannot get into your account, email hello@cultura-club.com and we will help.

The date of your cancellation is the date you complete the cancellation, or the date you email us if you cannot use your account.

4. Before the partner accepts

When you submit a booking request, we authorise your card but do not charge it. The money is held, not taken.

If you cancel the request, if the partner rejects it, or if it expires after 24 hours, we release the hold. Nothing is charged, so there is nothing to refund.

5. If the partner cancels

Sometimes a partner cannot go ahead, for example if the venue becomes unavailable or the experience cannot be delivered as described.

If that happens, we will tell you as soon as we know, and help you rebook another experience. If we cannot find something that works for you, we will refund you in full, including Cultura Club’s platform fee.

6. If Cultura Club cancels

We may cancel a booking in rare cases, such as a listing error or suspected fraud. If we do, we release any hold or refund you in full, including Cultura Club’s platform fee.

If you would like an alternative, we will help you find another experience.

7. No-shows

If you do not turn up and you have not cancelled, the booking is treated as cancelled inside 3 days. No refund is due.

If you cannot take part because the partner is not there, or because the experience is not delivered, that is not a no-show on your part. Email hello@cultura-club.com and we will treat it as a partner cancellation, and help you rebook or refund you in full.

8. When refunds arrive

We send refunds back to the card or other payment method you used, and we process them as soon as we can after the cancellation.

Your bank or card provider may take a few extra days to show the money on your statement.

9. Questions

If you are not sure what a cancellation will cost, or you think a refund is wrong, email hello@cultura-club.com. We aim to reply within one working day.