Refund Policy

1. Platform Refund Framework

Guidepole is a marketplace that connects Clients with independent Guides. Each Guide sets their own cancellation and refund policy, which is displayed to Clients before Booking confirmation. Guidepole facilitates the refund process but does not override Guide-set policies except in cases of fraud, safety concerns, or as required by law.

You set your cancellation and refund policy in your guide settings. We strongly recommend setting clear expectations to minimize disputes.

2. Guide-Set Cancellation Policies

2.1 Policy Display

Your cancellation policy is displayed prominently on each Trip listing page and during the Booking checkout process. Clients are required to acknowledge your policy before confirming a Booking.

2.2 Policy Components

Your cancellation policy typically defines:

• Full refund window: The period before the Trip date during which a Client cancellation results in a full refund of the Trip price (e.g., 30+ days before the Trip)
• Partial refund window: The period before the Trip date during which a Client cancellation results in a partial refund (e.g., 50% if cancelled 15-29 days before the Trip)
• No-refund window: The period immediately before the Trip date during which Client cancellations are non-refundable (e.g., less than 14 days before the Trip)

2.3 Honoring Your Policy

You are required to honor the cancellation policy you have set. Failure to honor your stated policy may result in account review. If you need to change your cancellation policy, changes apply only to future Bookings — existing confirmed Bookings retain the policy in effect at the time of confirmation.

3. Refund Scenarios

3.1 Client Cancellation — Full Refund Window

When a Client cancels within your full refund window, the Client receives a full refund of the amount they paid (the listed Trip price). Your payout for this Booking is reversed or cancelled, and the Platform Fee that would have been deducted is also reversed.

3.2 Client Cancellation — Partial Refund Window

When a Client cancels within your partial refund window, the Client receives a partial refund as specified in your policy. You retain the non-refunded portion of the Trip price (minus Platform Fee on that portion).

3.3 Client Cancellation — No-Refund Window

When a Client cancels within your no-refund window, no refund is issued. You retain the full Trip price (minus Platform Fee).

3.4 Guide Cancellation

If you cancel a confirmed Booking for any reason, the Client receives a full refund of all amounts they paid. Guide-initiated cancellations are tracked and may affect your account standing. Excessive cancellations may result in account review or reduced marketplace visibility.

3.5 No-Show (Client)

If a Client fails to appear for a confirmed Trip without prior cancellation, no refund is issued. You retain the full Trip price (minus Platform Fee).

3.6 Weather & Force Majeure

Weather cancellations and force majeure events are handled according to your cancellation policy. We recommend specifying your weather cancellation policy clearly. Guidepole may, at its sole discretion, facilitate additional remedies in extraordinary circumstances (natural disasters, government-ordered closures, etc.).

4. Platform Fee on Refunds

The Platform Fee (15% for first-time Hooks.ly clients, 5% for returning Hooks.ly clients and direct bookings, or 0% for imported fee-free clients) and Stripe processing fee (approximately 2.9% + $0.30) are both deducted from your payout, not charged to the Client. These are separate fees. Here is how fees are handled in refund scenarios:

5. Payment Processing Fees

Stripe payment processing fees are never refunded by Stripe, regardless of refund type. Stripe retains their processing fee on all charges, including those that are later refunded. This is Stripe's policy. The Stripe processing fee is separate from the Guidepole Platform Fee — both are deducted from the guide's listed price.

6. Installment Payment Refunds

If a Booking was paid in installments and a refund is issued:

• Full refund: All installment payments made to date are refunded to the original payment methods used. Future scheduled installments are cancelled automatically.
• Partial refund: The partial refund amount is calculated on the total Trip price, and the refund is applied against payments already made. If the refund amount exceeds what has been paid, remaining scheduled installments are adjusted or cancelled accordingly.
• Cancellation before full payment: Only amounts already paid are eligible for refund according to your policy. Future installments are cancelled. The Client is not charged further.

Refunds for installment payments are applied to the original payment method used for each installment individually.

7. Cash Payment Refunds

For Bookings where a portion of the payment was designated as cash:

• Only the portion paid through the Platform (via Stripe) is eligible for refund through the Platform
• Cash payment refunds are your responsibility — you handle these directly with the Client
• Guidepole has no involvement in, visibility into, or liability for cash payment refunds
• The Platform Fee assessed on the cash portion is collected at the time of Booking and follows the standard refundability rules above

8. Tip Refunds

Tips (gratuities) added by Clients are generally non-refundable, as they represent a voluntary payment for services rendered. In the case of a Guide cancellation where no service was provided, tips are refunded along with the full Booking amount.

9. Refund Timeline

Once a refund is initiated:

• Processing time: Refunds are submitted to Stripe within one (1) business day of the cancellation
• Credit card refunds: Typically appear on the Client's statement within five to ten (5-10) business days, depending on the card issuer
• Bank/ACH refunds: May take five to ten (5-10) business days to appear in the Client's bank account

Guidepole is not responsible for delays caused by the Client's bank, credit card issuer, or other financial institution.

10. Chargebacks & Disputes

10.1 Your Responsibility

As a Guide, you are responsible for chargebacks resulting from Client disputes. When a chargeback is filed against a transaction, Guidepole will provide relevant transaction documentation (Booking details, cancellation policy, communications) to assist in the dispute response.

10.2 Chargeback Consequences

If a chargeback is upheld by the Client's bank, your payout will be reversed (clawed back). Excessive chargebacks may result in:

• Account review and possible restrictions
• Requirement to provide additional documentation
• Potential account suspension

10.3 Prevention

We strongly encourage resolving refund requests directly with Clients before they escalate to chargebacks. Prompt, clear communication and honoring your stated cancellation policy are the best ways to avoid chargebacks.

11. Dispute Resolution

If a Client disputes a payment and contacts Guidepole support:

1. We will review the Booking details, your cancellation policy, and the circumstances
2. We will facilitate communication between you and the Client
3. If a resolution cannot be reached, the matter will be handled in accordance with the dispute resolution provisions in our Terms of Service

12. Contact

For refund inquiries, contact us at:

Guidepole LLC
Seattle, WA
Support: [email protected]