While you can cancel bookings, supplier cancellations negatively impact customer experience and platform trust. You should only cancel under genuine exceptional circumstances.
Valid reasons to cancel
Force majeure events, severe weather affecting safety, government travel restrictions, documented medical emergencies, or verified safety concerns.
How to cancel
- Go to Bookings and find the booking.
- Click on the booking to open its details.
- Click Cancel booking at the bottom.
- Enter your reason for cancelling.
- Confirm the cancellation.
The cancel button is only available if the booking is "Confirmed" and the cancellation deadline or start date hasn't passed.
What happens after
The customer is notified and receives a full refund. No payout is generated since the service wasn't rendered. For group tours, treks, and rooms, availability is automatically restored.
Cancellation penalties
Repeated or unjustified cancellations may result in reduced search visibility, warning notices, suspension of listing privileges, or removal from the platform.
Cancelling after the deadline
If you need to cancel after the deadline has passed, contact Kipgo's support team immediately. Post-deadline cancellations require manual review and documentation supporting the exceptional circumstances.