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Provider Cancellation Policy

Effective Date: January 29, 2024

Although cancellations by Providers are rare, and some cancellations are beyond a Provider’s control, cancellations by Providers can disrupt Doer plans and undermine confidence in our community. For those reasons, if the Provider cancels a confirmed reservation, or if the Provider is found to be responsible for a cancellation under this Policy, DoCurious may impose fees and other consequences. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on Doers, the broader Provider community, and DoCurious. We will waive the fees and, in some cases, the other consequences, if the Provider cancels because of Extenuating Circumstances or certain valid reasons beyond the Provider’s control.

Cancellation fees

If a Provider cancels a confirmed reservation, or if the Provider is found to be responsible for a cancellation under this Policy, we will impose fees subject to a minimum cancellation fee of $25 USD. The fee is based on the challenge amount and when the challenge is canceled:

  • If the challenge reservation is canceled 48 hours or less before check-in, or after check-in, the fee is 25% of the challenge amount or $25, whichever is greater
  • If the challenge reservation is canceled anytime between 48 hours and 30 days before check-in, the fee is 15% of the challenge amount or $25, whichever is greater
  • If the challenge reservation is canceled more than 30 days before check-in, the fee is 10% of the challenge reservation amount or $25, whichever is greater

When calculating cancellation fees, the reservation amount includes the total purchase price, but excludes taxes and Doer fees. If the calculated cancellation fee is less than $25 USD, it will be adjusted up to $25 USD.

Cancellation fees are typically withheld from the next payout(s) to the Provider as provided in the Payments Terms of Service. In addition to the fees and consequences set out in this Policy, Providers who cancel, or are found responsible for a cancellation, will not receive a payout for the canceled reservation, or, if the payout has already been made, then the amount of the payout will be withheld from the next payout(s).

Situations in which fees may be waived

We will waive the fees set out in this Policy in appropriate situations, for example if the Provider cancels because of Extenuating Circumstances  or certain valid reasons beyond the Provider’s control. Providers who believe one of these situations applies will be required to provide documentation or other support. We will determine whether to waive any fees and other consequences after evaluating the available evidence.

In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.

Regardless of whether we waive any fees or other consequences, the Provider will not receive a payout for the canceled reservation.

Other consequences

In addition to a cancellation fee, other consequences may apply, such as preventing the Provider from accepting another reservation for the Listing on the affected dates by blocking the Listing’s calendar. 

Providers who cancel confirmed bookings without a valid reason may experience other consequences, as explained in our Terms of Service. For example, Providers may have their Listing or account suspended or removed.

When a Provider is found responsible for a cancellation

A Provider may be responsible for a cancellation when it occurs because of conditions in the Listing that are grossly and materially different from how the Listing was described at the time of booking. In these cases, the Provider will be subject to the fees and other consequences laid out in this Policy, regardless of who initiates the cancellation. Examples may include: double-booking a Listing, substituting another challenge or experience for the Listing booked by the Doer, or gross Listing inaccuracies that materially disrupt a Doer experience, like advertising the use of facilities or equipment when none are available for use by Doers.

Other things to consider

If a Provider cannot honor a reservation—regardless of the reason—it’s their responsibility to cancel in a timely manner to allow their Doer time to adjust their plans. A Provider may not encourage the Doer to cancel the reservation.

Providing false statements or materials in connection with this Policy violates our terms of service and may result in account termination and other consequences.