In response, we’ve adjusted our cancellation policies to cover COVID-19-related cancellations and introduced additional safety features on Viator and to support our community. Travelers can now search for experiences with additional health and safety measures on Viator, and review specific steps operators are taking to help keep you safe. You can learn more about these features and how to use them here.
What is Viator's cancellation policy?
We know you value flexibility and we want you to have peace of mind when booking with us. That’s why the vast majority of products available on Viator offer our Standard cancellation policy. This means, your bookings are refunded in full if canceled at least 24 hours before the start of the booking.
We have three types of cancellation policies:
All Sales Final
Other (neither Standard nor All Sales Final)
Unsure where to find your cancellation policy? This page can help.
Our ‘Standard Cancellation Policy’: free cancellation up to 24 hours before
This covers the vast majority of experiences bookable through Viator, and allows for a full refund up to 24 hours before the start of the booking (if the experience does not have an explicit start time, the deadline to request a change or to cancel will generally be 11:59 pm in the provider’s timezone, two days before the start date).
‘All Sales Final’ or other non-standard cancellation policies
‘All Sales Final’ applies to a small number of products with stricter cancellation and refund policies. Some bookings may also be subject to non-standard cancellation policies, as described at time of booking.
For travel dates on or after July 1, 2020, we will only offer full refunds for bookings with an ‘All Sales Final’ or other non-standard cancellation policy if the booking was made on or before May 4, 2020. For such bookings made after May 4, 2020, the cancellation policy as stated at time of booking will apply.
If your booking was made on or before May 4, 2020, to cancel your booking, follow these instructions.
Cancellations within 24 hours of the activity start time
Cancellations within 24 hours of the activity start time are non-refundable. As of July 1, 2020, we will only offer full refunds in these circumstances if the booking was made on or before May 4, 2020. For bookings made after May 4, 2020, cancellations within 24 hours of the activity start time are non-refundable.
Other eligibility criteria for booking changes or cancellations
If you have a booking with us that isn’t covered in the policy above but has been impacted by COVID-19, you may still be eligible to change or cancel your booking if:
You are impacted by the travel and/or disease control restrictions implemented by your local authorities or the authorities in your destination of travel.
You are a medical professional and must perform duties in connection with the COVID-19 outbreak.
You have been diagnosed or are suspected of being infected with COVID-19 by health authorities.
To cancel your booking, follow these instructions. (Not all bookings support online cancellation. Contact us if your booking is “All Sales Final” or “Non-Standard”, or you are unsure how the cancellation policy applies to you.)
The experience I had booked is closed due to COVID-19. Am I still eligible for a refund?
Yes. If the experience you have booked has closed due to COVID-19, you will be eligible for a refund. In most cases, our Customer Service team will contact you to process your refund if an experience is closed or canceled due to COVID-19. However, you can also request a refund yourself.
The situation is improving in some countries, is it safe to start to plan travel and book experiences in those destinations?
At Viator, your safety and well-being is our top priority. As COVID-19 continues to spread globally and many countries tighten restrictions on non-essential activities, we recommend you check and follow guidance from the World Health Organization (WHO) and your local government authorities.
Our Roam From Home page has a varied mix of experiences and tours travelers can book to do virtually. These experiences are a mixture of free and paid-for. We’re working closely with our operators to support them during this difficult time, so Viator is taking 0% commission on any paid-for virtual experiences.
What is Viator’s cancellation policy for virtual experiences?
For virtual experiences, the operator’s cancellation policy will apply as normal.