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Coronavirus (COVID-19) information and our cancellation policy

We know that the ongoing spread of the novel coronavirus and COVID-19 may be impacting your travel plans and we’re here to help. We understand that this is a confusing time as the situation evolves every day around the world.

As countries opt for temporary travel restrictions and guidance may change frequently, we encourage you to check with the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), or local government authorities for more information about the impact to your destination. You can also find links to additional resources on Tripadvisor.

We understand you may need to change your plans. Whether you’re on a trip right now, planning one in the near or distant future, or thinking about canceling, our customer service team is available to help you anytime.

What is Viator's cancellation policy?

Your flexibility is our priority. That’s why the vast majority of Viator bookings are refunded in full, if canceled more than 24 hours before the start of the booking.

We have three types of cancellation policies:

  • Standard
  • All Sales Final
  • Non-Standard

Unsure where to find your cancellation policy? This page can help.

Our ‘Standard Cancellation Policy’: free cancellation up to 24 hours before

This covers the vast majority of our experiences, and allows for a full refund up to 24 hours before the start of the booking (if the experience does not have an explicit start time, the deadline to request a change or to cancel will generally be 11:59 pm in the provider’s timezone, two days before the start date).

To cancel your booking, follow these instructions.

‘All Sales Final’ and ‘Non-Standard’ bookings impacted by COVID-19

‘All Sales Final’ and ‘Non-Standard’ applies to a small number of products with stricter cancellation and refund policies. However, given the health and safety risks of COVID-19, we’ll be offering full refunds on all impacted bookings with these cancellation policies, for travel occurring through June 30th, 2020.

Under the current circumstances, travelers with bookings with ‘All Sales Final’ and ‘Non-Standard’ cancellation policies may cancel for a full refund. For virtual experiences, the operator’s cancellation policy will apply as normal.

To cancel your booking, follow these instructions. (Not all bookings support online cancellation. Contact us if your booking is “All Sales Final” or “Non-Standard”, or you are unsure how the cancellation policy applies to you.)

Other eligibility criteria for booking changes or cancellations

If you have a booking with us that isn’t covered in the policy above but has been impacted by COVID-19, you may still be eligible to change or cancel your booking if:

  • You must comply with travel and/or disease control restrictions implemented by your local authorities or the authorities in your destination of travel.
  • You are a medical professional and must perform duties in connection with the COVID-19 outbreak.
  • You have been diagnosed or are suspected of being infected with COVID-19 by health authorities.

In any of these cases, you may cancel your booking directly or contact us.

Other frequently asked questions

I need to cancel my booking. How do I do that?

To cancel your booking, follow these instructions. (Not all bookings support online cancellation. Contact us if your booking is “All Sales Final” or “Non-Standard”, or you are unsure how the cancellation policy applies to you.)

The experience I had booked is closed due to COVID-19. Am I still eligible for a refund?

Yes. If the experience you have booked has closed due to COVID-19, you will be eligible for a refund. In most cases, our Customer Service team will contact you to process your refund if an experience is closed or canceled due to COVID-19. However, you can also request a refund yourself.

The situation is improving in some countries, is it safe to start to plan travel and book experiences in those destinations?

At Viator, your safety and well-being is our top priority. As COVID-19 continues to spread globally and many countries tighten restrictions on non-essential activities, we recommend you check and follow guidance from the World Health Organization (WHO) and your local government authorities.

Travel plans may be momentarily grounded, but travelers’ desire to experience the world is still there. That’s why we’ve launched #RoamFromHome virtual tours. Our aim is to help travelers see the world while so much of it, and so many of us, remain on lockdown.

With Viator’s new virtual experiences, we’re bringing some of the best bits of traveling straight into your home. Continue making memories through experiences with your friends and family and check out the more than 100 virtual experiences (free and paid for) our operators are bringing straight into your homes. Learn more.

Are Viator’s virtual tours free?

Our Roam From Home page has a varied mix of experiences and tours travelers can book to do virtually. These experiences are a mixture of free and paid-for. We’re working closely with our operators to support them during this difficult time, so Viator is taking 0% commission on any paid-for virtual experiences.

What is Viator’s cancellation policy for virtual experiences?

For virtual experiences, the operator’s cancellation policy will apply as normal.