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.
If your booking is non-refundable or non-cancellable, we regret that we are unable to cancel the booking or provide a refund, following the product policies. If you are unable to proceed as intended, you may consider gifting the ticket to a friend or family member (if transfers are allowed), or continue with your booking as planned.
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.
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.
Alternative Options for Non-Cancellable Bookings
If your booking cannot be cancelled, here are your options. We recommend starting with one of the first two:
Gift to a Friend: You can pass your ticket to a friend or family member to enjoy the experience in your place, if permitted by the provider.
Proceed with the Booking: To maximise your booking, we recommend proceeding as planned.
❗️ Important: Some changes may require approval from the provider or ticketing partner, and aren’t always guaranteed. In some cases, you may need to coordinate directly with the provider.
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