Cancellation & Refund Policy

Last Updated: 15, September 2017

For Travellers, Guests, Experience Participants

Can I cancel an Experience?

You can still cancel your Experience once the BiniGuide has accepted your request. However, the possibility of a full or a partial refund depends on the type of booking, as well the time of your cancellation. For information about our refund policy, please consult the chart below.

Will a cancelled Experience be refunded?

For information about our refund policy, please consult the chart below.

How can I cancel my Experience?

If you wish to cancel your experience you may email us at [email protected] or call us at +41 71 508 70 53, providing a reason for the cancellation. We are open Monday-Friday from 9:00am until 6:00pm Zurich time.

Can I amend or make changes to my Upcoming Experience?

If you wish to change the time of your Experience, you may do so without any extra charges. Any change to the time of the Experience is to be arranged directly with the BiniGuide, and is dependent upon his availability. If you want to change the day of your experience, you will have to cancel your Experience, and book it anew. If you want to change the number of Guests participating in the Experience, the difference in cost must be covered by the rest of the participants. Any changes made to your Experience must be sent to [email protected].
To find out how to cancel an Experience please click here. For more information on our refund policy please consult the chart below.

Refund Policy*

Bookings made for an Experience within the next 24 hours

Reimbursement* Up to*
100% 23h
50% 8h
0% less than 8 hours

Experience Bookings made more than 24 hours in advance

Reimbursement* Up to*
100% 7 days
50% 3 days
20% 1 day
0% less than 24 hours

*In the case that the BiniGuide has already made non-recoverable upfront costs, such as tickets or transportation costs, in preparation for the Experience, upon providing proof of payment, the Guest is obliged to reimburse the BiniGuide. The Guest will need to pay for these non-recoverable upfront costs incurred by the BiniGuide. These upfront costs represent out of pocket expenses of the BiniGuide for tickets, transportation deposits and other non-recoverable Experience related expenses.

*The Reimbursement is calculated as a percentage of the full price of the Experience. In the case that a Guest cancels an Experience X days before his Experience, he will receive X % of his full payment as a refund.

*Up to refers to the minimum time/date based on the timezone of the BiniGuide, at which a Guest may cancel his Experience.

For BiniGuides

For the time being, BiniGuides do not have the possibility of cancelling an experience.In case of an emergency, please directly contact your Guest and email us at [email protected] or call us at +41 71 508 70 53 to declare the emergency. If the Guest(s) requested an amendment to the booking (eg. change of date/time or number of people), please notify us at [email protected] or call us at +41 71 508 70 53 so that we can adjust the booking in the system manually.

Force Majeure Clause

This clause applies in the case that an Experience needs to be cancelled or amended due to unforeseeable and/or external circumstances (i.e. earthquake, strike).