Cancellations and Refunds

1. Kywi's Role

Kywi is a marketplace that connects users with hosts. When you book an activity, the activity is provided by the host, not by Kywi. Kywi facilitates the platform and payment flow but is not a party to the agreement between you and the host.

2. No Platform Cancellations or Refunds

Kywi does not provide, approve, manage, or guarantee cancellations or refunds for booked activities. Kywi does not currently offer a general platform cancellation or refund right for completed bookings.

Any cancellation, refund, rescheduling, credit, or other remedy must be agreed directly between the user and the host, unless Kywi is required to act by applicable law, payment network rules, payment processor requirements, or because of a technical, duplicate payment, fraud, or payment error on the Kywi platform.

We are actively working on a cancellation and refund solution to improve the experience for both users and hosts.

3. Contact the Host

If you need to ask about a cancellation, refund, rescheduling, or missed activity, contact the host directly through the available conversation, booking, or contact details. The host is responsible for handling those requests in accordance with applicable law, any terms agreed with the user, and any commitments the host made about the activity.

4. Host Responsibility

Hosts are responsible for their activity listings, communications, and any cancellation or refund arrangements they choose to offer. Hosts must handle user inquiries in a lawful, accurate, and fair manner.

Kywi may help with technical platform issues or payment processing errors, but Kywi does not decide ordinary activity-related cancellation or refund disputes between users and hosts.

5. Legal Rights

Nothing in this policy limits any mandatory rights you may have under applicable law. If a legal requirement applies to a specific booking, that requirement prevails over this policy.

6. Contact

If you have a technical issue with the Kywi platform or payment flow, contact us at legal@kywi.ch. For cancellation and refund requests about an activity, please contact the host directly first.