Last updated: 27 March 2026 · Version 1.0
Refund Policy
1. Overview
This Refund Policy applies to all services booked through the EastAfrica.Guide marketplace, operated by Travel and Guide International.
2. Cancellation by User
- More than 48 hours before session: Full refund minus a 5% processing fee
- 24–48 hours before session: 50% refund
- Less than 24 hours before session: No refund
3. Cancellation by Expert
If an Expert cancels a confirmed booking, the User will receive a full refund. Repeated cancellations by an Expert may result in suspension from the Platform.
4. No-Show
- User no-show: No refund. The Expert retains their earnings.
- Expert no-show: Full refund to the User. The Expert may face penalties including suspension.
5. Service Quality Disputes
If you believe a service was not delivered as described, you may file a dispute within 7 days of the session. Our team will review the case and may issue a full or partial refund at our discretion.
6. Refund Processing
Approved refunds are processed within 5–10 business days to the original payment method. Processing times may vary depending on your bank or payment provider.
7. Non-Refundable Items
- Platform service fees on completed sessions
- Sessions that have already been delivered
- Custom or bespoke services where preparation has already begun (at Expert's discretion)
8. How to Request a Refund
To request a refund, contact us at support@eastafrica.guide with your booking reference, reason for cancellation, and any supporting documentation.
9. Changes to This Policy
We reserve the right to update this Refund Policy. Changes will be communicated via the Platform.
10. Contact
For refund-related queries, email support@eastafrica.guide.