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 activity 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, you will not be able to cancel by yourself. In such cases, you may contact our Support Team for exceptional circumstances, but refunds are generally not available
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 exceptional cases.
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 address provided in your booking to notify you of the cancellation.
If you wish to cancel a booking, some experience providers may also offer an alternative date, time, or activity instead of cancelling the booking.