Cancellation & Refund Policy
Charter Bookings
Cancellation 2+ Weeks Before Your Trip
If you cancel your charter booking more than 14 days before the scheduled trip date, you will receive a full refund of all trip payments made to your original payment method. The 4% service fee is non-refundable.
Cancellation Within 2 Weeks of Your Trip
If you cancel within 14 days of your scheduled trip, your deposit and any payments made are non-refundable and will be paid to your guide. However, you have two options:
- Reschedule for free: You have 14 days from the cancellation date to book a new date with the same guide. All payments you've made will be credited toward the new booking. If the new trip costs more, you pay the difference. If it costs less, we'll process a refund for the difference.
- Accept cancellation: If you choose not to reschedule, or if you don't reschedule within 14 days, the guide keeps all payments made to date.
Inclement Weather
Fishing is weather-dependent. If unsafe weather or conditions make your charter impossible — at any point and regardless of the 2-week rule — you can request a full refund. Submit a refund request from your booking and add a note such as “inclement weather.” Our team reviews these requests promptly and, when conditions warrant, issues a refund of your trip payments to your original payment method. This applies whether you cancel before the trip or the guide cancels on the day for safety reasons.
After Your Trip
If you experience an issue with your charter, you can submit a refund request within 7 days of the trip's completion. Our team reviews every request individually. Full or partial refunds may be issued depending on the circumstances. Reviews of completed trips remain posted regardless of the refund outcome.
Payment Plans
For charter bookings of $400 or more, scheduled 7 or more days in advance, you may choose to split your payment into three installments:
- 50% due at the time of booking
- 25% charged automatically at the midpoint between booking and trip
- 25% charged automatically 24 hours before your trip
Your card is saved securely at checkout. Remaining payments are charged automatically — no action needed on your part. Please ensure your card remains valid through your trip date.
Bookings within 7 days of the trip date require full payment at checkout.
Scheduled Calls
Scheduled call sessions are paid in full at the time of booking. Refund requests can be submitted within 7 days of the call. Payment plans are not available for call sessions.
Guide Payouts
Guides receive their payout after a hold period following session completion: 24 hours for calls and until the day after the trip date for charter trips. This window allows time for any issues to be raised and resolved before funds are released.
Refunds & Disputes
When a refund is approved, the guide's payout is automatically reversed or deducted from future earnings.
- Guide bears the cost when: guide no-show, substantiated quality complaint, or failure to deliver the agreed service.
- Platform absorbs the cost when: system errors, customer dissatisfaction where the guide performed as agreed, or goodwill decisions at Guidecall's discretion.
Guides have 7 days from the date of a refund decision to file a dispute from the session detail page. Disputes are reviewed by the Guidecall team and resolved within 48 hours. During the review period, payout deductions are held pending resolution.
If a dispute is accepted, the payout deduction is removed. If denied, the deduction will be applied to the guide's next payout.
Questions?
If you have any questions about our cancellation or refund policy, reach out to us at support@guidecall.app.