Viator Cancellation AND Refund Process

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1️⃣ Step 1: Identify the Scenario Type

Before taking action, determine which of the following applies:

A) Customer wants to cancel before the tour
B) Customer wants to reschedule
C) Tour-day issue (e.g. supplier no-show, late pickup)
D) Supplier cancelled the experience

Handling differs depending on the scenario.

2️⃣ Customer Cancellation (Before Experience Start)

✔ Check the Cancellation Policy

Open the booking.
Review the specific cancellation terms attached to that experience.
Confirm whether the request is inside the free cancellation window (often 24+ hours before start time, but always verify the exact policy).

✅ If Inside Free Cancellation Window:

Process full cancellation.
Confirm refund to original payment method.
Advise the customer:

“Your refund has been processed and will be issued to your original payment method within 3–4 working days, depending on your bank.”

Send confirmation email.

❌ If Outside Cancellation Window:

Explain the policy clearly and professionally.
If there are exceptional circumstances (e.g. medical), escalate for review.
Do not guarantee refund unless policy allows it.

3️⃣ Reschedule Requests

If the customer wants to move the tour:

Confirm booking reference.
Check availability for alternative dates.
Provide secure reschedule link (if applicable).
Confirm updated booking details.
Advise the customer that the cancellation policy now applies to the new date.

Do not cancel the booking unless the customer explicitly requests cancellation.

4️⃣ Day-of-Tour Issues (Operational Problems)

This is treated differently from standard cancellation.

🚨 Supplier No-Show / Late Pickup

If a customer reports that transport has not arrived:

Step 1 – Confirm Details

Confirm hotel name and pickup location.
Confirm official pickup window (e.g. 07:45–08:10).
Confirm the customer was present at the correct location.

Step 2 – Apply Grace Period

If the current time is:

Still within pickup window → Advise customer to wait.
Within 45 minutes after the last pickup time → Advise minor delays may occur.
More than 45 minutes past final pickup time → This qualifies as potential supplier no-show.

Example:
Pickup window ends 08:10
45-minute grace ends 08:55
If it is 09:00 and no pickup → escalate.

✅ When It Becomes a Supplier No-Show

If ALL apply:

Customer present at confirmed location
No supplier arrival
No communication from operator
45 minutes beyond final pickup time has passed

Then:

Escalate immediately to a human specialist.
Document as Supplier No-Show / Service Failure.
Do not apply cancellation penalties.

💰 Refund Outcome (Supplier No-Show)

Once verified:

Cancel booking.
Approve full refund.
Refund issued to original payment method.
Advise customer:

“A full refund has been processed and will be issued to your original payment method within 3–4 working days.”

Send confirmation email.
Log clear case notes.

This is treated as an operational failure, not a customer cancellation.

5️⃣ Supplier Cancellation (Before Start Time)

If the operator cancels:

Customer is automatically entitled to a full refund.
No policy window restrictions apply.
Process full refund immediately.
Confirm:

“Your refund has been issued and will appear in your original payment method within 3–4 working days.”

6️⃣ Partial Refund Situations

Partial refunds may apply if:

Experience started but significantly shortened.
Customer voluntarily leaves.
Service partially delivered.

These require escalation and clear documentation before approval.

If approved:

Refund issued to original payment method.
Processing time: 3–4 working days.

7️⃣ Refund Method

Always:

Refund to original payment method.
Advise clearly: Refunds are issued within 3–4 working days (bank processing times may vary).
Do not promise same-day refunds.

8️⃣ Experience Quality Issues & Partial Refund Assessment

Not all service concerns qualify as a full refund. When a tour operates but does not fully meet expectations, follow the structured review process below.

🔎 When to Use This Section

Apply this guidance if:

The tour operated but was significantly shortened.
A key advertised inclusion was unavailable.
The experience differed materially from what was described.
The customer completed part of the experience but is dissatisfied with delivery.

This is not treated as a supplier no-show or automatic refund scenario.

Step 1 – Clarify the Issue

Gather specific details:

What part of the experience was impacted?
Did the tour start and operate?
Was the issue temporary, partial, or throughout the experience?
Did the customer complete the tour?
Were any alternatives offered by the operator?

Document clearly and factually.

Step 2 – Determine Severity

Use the following guidance:

✔ Minor Variations (No Refund Typically Required)

Small delays during the tour.
Minor itinerary adjustments.
Weather-related changes where experience still operated safely.
Non-essential elements adjusted.

➡ Explain clearly and professionally. Escalation not required unless complaint persists.

⚠ Moderate Service Impact (Escalate for Partial Refund Review)

Significant portion of itinerary cancelled.
Key advertised feature unavailable.
Experience duration materially shortened.
Customer leaves early due to service issue.

➡ Escalate with full documentation. Do not confirm refund amount without approval.

🚨 Major Service Failure

Experience operated but failed to deliver core advertised components.
Serious operational breakdown impacting majority of experience.

➡ Escalate immediately for review. May result in full or high-percentage refund depending on findings.

Step 3 – Escalation & Approval

For all partial refund considerations:

Escalate to a human specialist.
Include:
- Clear summary of issue
- Confirmation whether tour operated
- Customer expectations vs delivered experience
- Any supporting evidence (if available)

Do not promise a refund outcome before review is completed.

💰 If a Partial Refund Is Approved

Refund must be issued to the original payment method.
Processing timeframe: 3–4 working days (bank times may vary).
Confirm clearly:

“Your partial refund has been processed and will be issued to your original payment method within 3–4 working days.”
Send confirmation email.
Log detailed case notes.