We understand that plans can change and life can get in the way!
To make the process simpler, you can cancel your own booking if your booking option allows it and you’re still within the free cancellation window through your Pelago Account.
Important:
If your booking option shows “Free Cancellation” and you are within the stated period (e.g. up to 24 hours or 2 days before the activity), you are eligible for self-cancellation.
If your activity option shows “No Cancellation” or the free-cancellation window has passed, cancellation will not be possible. However, if your cancellation reason falls under Pelago's Cancellation Policy, kindly reach out to our Support Team for help. While refunds aren’t usually available in these cases, your request will be reviewed.
For non-refundable tickets, we strongly recommend that you consider using the ticket as purchased or transferring it to someone else, subject to the tickets' policies.
Self-Cancelling your Booking
Step 1: Check your cancellation eligibility
There are two ways to view the cancellation policy for the option you purchased:
On the Activity Page:
Look for the cancellation option next to your activity:
“Free Cancellation” → You may cancel yourself. Click it to view details
“No Cancellation” → Self-cancellation is not available
In Your Pelago Account:
Log in to your Pelago account
Go to Bookings
Select the booking you want to cancel
Click View More → More Details to see the cancellation policy
If eligible: Make sure you are within the free cancellation period before proceeding to Step 2
If not eligible: Refunds are generally not available, and any unredeemed portion will be forfeited. Contact support only for refunds due to exceptional reasons as outlined in Pelago's Exceptional Circumstances Refund.
Step 2: Cancel Your Booking
If your booking meets the cancellation criteria:
Log in to your Pelago account on desktop or mobile
Go to Bookings and select the booking you want to cancel
Click Cancel Booking
Select the reason for cancellation and submit.
Once the booking is cancelled, an email will be sent to the booking address to notify you of the cancellation. For approved cancellations, refunds will be processed directly to the payment method used, with standard timelines within 10 business days for card payments.
Exceptional Circumstances
In situations of medical emergencies, compassionate reasons or transport disruptions, Pelago reviews refund requests under an exceptional circumstances policy. To apply for such exceptions:
Provide supporting documents like a medical certificate or a doctor's note.
Once reviewed, if approved, a refund will be processed to the original payment method within standard timelines
For more information on Pelago's Exceptional Policy, refer to 'Pelago's Exceptional Circumstances Refund'.
Alternative options
If you’re unable to cancel your booking, some experience providers may offer alternatives such as changing the date, time, or even the activity instead. We recommend reaching out to the provider directly to explore what options may be available.
For non-refundable tickets, you may also be able to transfer the ticket to a family member or friend, if the provider allows it. This can be a good way to make the most of your booking when cancellation isn’t possible.