GetYourGuide says ‘non-refundable’ even though I canceled on time. How can I appeal the decision?

If GetYourGuide shows “non-refundable” even though you canceled within the allowed time, you can appeal the decision as follows:

• Review the reservation confirmation email
• Check the cancellation policy indicated in the voucher
• Verify the deadline for free cancellation
• Save screenshots showing when you made the cancellation

Document your case:

• Keep your reservation number ready
• Save the automatic cancellation confirmation email
• Keep screenshots showing the date and time of your request

Submit the appeal:

• Go to getyourguide.com → My bookings
• Select the affected activity
• Use the option “Report a problem with the booking”
• Explain that you canceled within the allowed timeframe
• Attach screenshots of the deadline and your cancellation

Ask them to:

• Review the policy applied to your reservation
• Verify the exact cancellation time recorded in their system
• Process the refund to the original payment method
• Confirm the decision in writing
• Assign you a case number and response timeframe

Have a similar problem? Join others who’ve shared their stories and found solutions. File your complaint on Xolvie to bring attention to the issue.