Cancellation windows determine how close to the service date a customer can cancel and receive a full refund. This policy is set at the platform level by Kipgo and applies to all listings.
The default cancellation window
The default cancellation window is 2 days before the service start date. This means customers can cancel for a full refund up to 2 days before the booking date. After that deadline, cancellations are generally not eligible for automatic refunds.
Why suppliers cannot set their own window
Kipgo maintains a consistent cancellation policy across the platform to provide a predictable experience for customers. This builds trust and encourages bookings.
Different cancellation windows per listing would create confusion and make it harder for customers to understand their rights when booking.
Cancellations after the deadline
If a customer needs to cancel after the deadline due to genuine emergencies (medical issues, death in family, natural disasters, visa rejection), they can contact Kipgo support. These requests are reviewed on a case-by-case basis.
If a post-deadline cancellation is approved, you will receive the booking amount minus commission as a payout for any costs you may have incurred in preparation.