Cancellation Policy

Cancellation and Refund Policy

Last updated: 13/05/2026

Joy of Culture Antwnaki Manoli 22 Agios Theodoros, Larnaca Cyprus Email: info@joyofculture.com

This Cancellation and Refund Policy explains the rules applicable to cancellations, refunds, releases of reserved amounts, rescheduling, no-shows, and related matters for Experiences booked through Joy of Culture (the "Platform", "we", "us", or "our").

This Policy forms part of, and should be read together with, the Terms and Conditions, Privacy Policy, Cookie Policy, and, where applicable, any Host Terms or other policies made available by Joy of Culture.

1. Definitions and Scope

1.1 For the purposes of this Policy, "Customer" means a User who makes or attempts to make a booking through the Platform.

1.2 "Host" means an independent third party offering Experiences through the Platform.

1.3 "Experience" means any activity, service, event, private session, group session, tasting, workshop, tour, cultural activity, or similar offering made available for booking through the Platform.

1.4 This Policy applies to confirmed bookings, unless a section expressly refers to pending requests, pre-authorisations, reserved amounts, or unconfirmed bookings.

1.5 A booking is confirmed only when the applicable booking conditions have been met, payment has been successfully completed or captured, and the Customer has received booking confirmation through the Platform or by email.

1.6 If a booking request is not confirmed, any reserved or pre-authorised amount will be released rather than refunded, subject to the processing times of the Customer's bank, card issuer, or payment provider.

2. Booking Types and Confirmation

2.1 Instant Bookings

2.1.1 For Instant Bookings, the Customer completes the checkout process and payment is processed immediately.

2.1.2 The booking is confirmed once payment is successfully completed and the Customer receives booking confirmation through the Platform or by email.

2.2 Minimum Participants Bookings

2.2.1 For Experiences that require a minimum number of participants, the Customer's payment method may be pre-authorised or the booking amount may be reserved when the Customer submits the booking.

2.2.2 The booking is confirmed only if the required minimum number of participants is reached and the payment is successfully captured.

2.2.3 Unless otherwise stated, the minimum number of participants must be reached at least twenty-four (24) hours before the scheduled start time of the Experience.

2.2.4 If the minimum number of participants is not reached within that timeframe, the booking will be cancelled or will not be confirmed, and any reserved amount will be released, subject to the processing times of the Customer's bank, card issuer, or payment provider.

2.3 Request to Book Experiences

2.3.1 For Request to Book Experiences, the Customer submits a booking request for approval by the Host.

2.3.2 The Customer's payment method may be pre-authorised or the booking amount may be reserved when the request is submitted.

2.3.3 The booking is confirmed only if the Host approves the request and the payment is successfully captured.

2.3.4 Unless otherwise stated, the Host has twenty-four (24) hours to approve or decline the request.

2.3.5 If the Host declines the request, does not respond within that timeframe, or the request expires, the booking will not be confirmed and any reserved amount will be released, subject to the processing times of the Customer's bank, card issuer, or payment provider.

2.4 Custom Session Requests and Private Sessions

2.4.1 Where enabled by a Host, a Customer may request a specific date and time for an Experience, including a private group or private session where available.

2.4.2 The Host may approve or decline the request at its discretion and may confirm the applicable price for the requested session.

2.4.3 No payment is processed or reserved before the Host approves the request.

2.4.4 If the Host approves the request, the requested session is held exclusively for that Customer for twenty-four (24) hours.

2.4.5 The Customer must complete payment within that period for the booking to be confirmed.

2.4.6 If the Customer does not complete payment within twenty-four (24) hours, the requested session will be released and no booking will be confirmed. Because no payment has been completed, no refund will be due.

2.4.7 Once a Custom Session Request, private group, or private session has been paid and confirmed, it is treated as a confirmed booking and is subject to the same Customer cancellation and refund rules set out in this Policy, unless otherwise required by applicable law.

2.5 Pre-authorisations and Reserved Amounts

2.5.1 A pre-authorisation or reserved amount may appear as a pending transaction on the Customer's bank statement or payment account.

2.5.2 A reserved amount is not a final completed payment unless the booking is confirmed and the payment is captured.

2.5.3 If a booking is not confirmed, the reserved amount will be released, subject to the processing times of the Customer's bank, card issuer, or payment provider.

3. Customer Cancellations of Confirmed Bookings

3.1 If a Customer cancels a confirmed booking, refunds will be calculated based on the time of cancellation compared with the scheduled start time of the Experience.

3.2 The Platform service fee covers services related to the operation, facilitation, support, and processing of bookings and is non-refundable in cases of Customer cancellation, unless otherwise required by applicable law.

4. Host, Platform, Weather and Other Non-Customer Cancellations

4.1 If a confirmed booking is cancelled by the Host, by Joy of Culture, or due to circumstances that are not attributable to the Customer, the Customer will receive a full refund of all amounts paid for that booking, including the Host price and the Platform service fee, unless otherwise required or permitted by applicable law or where the cancellation is caused by the Customer's breach of the Terms and Conditions or applicable policies.

4.2 If an Experience cannot take place due to weather conditions, force majeure, safety concerns, Host unavailability, operational issues, or other circumstances not attributable to the Customer, the Host or Joy of Culture may offer the Customer an alternative date or time.

4.3 If the Customer accepts the alternative date or time, the booking will be rescheduled and no refund will be due.

4.4 If the Customer does not accept the proposed alternative, the Customer will receive a full refund of all amounts paid for that booking, including the Host price and the Platform service fee, unless otherwise required or permitted by applicable law.

4.5 If an alternative date or time is offered, the Customer should respond within twenty-four (24) hours, or within any shorter timeframe communicated where the Experience is scheduled to take place sooner.

4.6 If the Customer does not respond within the applicable timeframe, Joy of Culture may treat the proposed rescheduling as not accepted and process a full refund where applicable.

5. Customer Rescheduling Requests

5.1 Where supported by the Platform and permitted by the applicable Experience settings or Host, a Customer may request to reschedule a confirmed booking instead of cancelling it.

5.2 Rescheduling requests are subject to Host approval, availability, timing, the applicable Cancellation and Refund Policy, and any conditions displayed on the Platform.

5.3 A booking is not rescheduled unless and until the request is accepted and the Customer receives confirmation through the Platform or by email.

5.4 If a rescheduling request is not accepted or confirmed, the original booking remains in place unless it is cancelled in accordance with this Policy.

6. No-shows, Late Arrival and Refusal of Participation

6.1 Customers are responsible for arriving on time at the location specified for the Experience.

6.2 Late arrival may result in the Customer or participant missing all or part of the Experience.

6.3 If a Customer or participant arrives late, misses the Experience, or is unable to participate due to late arrival, this may be treated as a no-show and the Customer may not be entitled to a refund.

6.4 If a Customer or participant is refused participation in, removed from, or unable to complete an Experience due to breach of the Terms and Conditions, unsafe behaviour, harassment, abusive conduct, intoxication, failure to follow reasonable safety instructions, failure to meet participation requirements, late arrival, or other conduct attributable to the Customer or participant, the Customer may not be entitled to a refund.

7. Changes, Delays and Minor Adjustments

7.1 Minor changes, delays, adjustments to the route, schedule, content, meeting point, or order of activities may occur due to weather, safety, operational reasons, Host instructions, third-party venue requirements, or circumstances beyond reasonable control.

7.2 Such minor changes do not automatically entitle the Customer to a refund where the Experience is substantially provided, unless otherwise required by applicable law.

7.3 Joy of Culture is not responsible for any travel, accommodation, transport, parking, personal expenses, third-party costs, or other indirect costs incurred by Customers or participants in connection with an Experience, including where a booking is cancelled, rescheduled, delayed, or changed, except where required by applicable law.

8. Experience Not Provided or Serious Issues

8.1 If a Customer believes that an Experience was not provided, was materially different from the confirmed booking, or involved a serious issue affecting the delivery of the Experience, the Customer should contact Joy of Culture as soon as reasonably possible at info@joyofculture.com and provide relevant details and evidence where available.

8.2 Customers should submit such reports within forty-eight (48) hours after the scheduled end time of the Experience, unless this is not reasonably possible.

8.3 Late reports may be more difficult to review and may affect the available resolution.

8.4 Joy of Culture may review the matter, request information from the Customer and the Host, and determine whether a refund, partial refund, rescheduling, credit, or other appropriate resolution may apply, subject to applicable law, this Policy, the Terms and Conditions, and the circumstances of the case.

8.5 Any decision regarding a refund, partial refund, credit, rescheduling, or other resolution in relation to a reported issue will be made by Joy of Culture acting reasonably and taking into account the information available, including information provided by the Customer, the Host, and any relevant records from the Platform.

9. Refund Processing and Payment Disputes

9.1 Refunds are issued only to the original payment method used for the booking.

9.2 Joy of Culture does not issue refunds to a different card, bank account, payment method, or third party.

9.3 Approved refunds will be processed to the original payment method. The time required for a refund to appear in the Customer's account may vary depending on the Customer's bank, card issuer, or payment provider.

9.4 Joy of Culture is not responsible for delays caused by banks, card issuers, or payment providers.

9.5 The release of a reserved or pre-authorised amount may also take time to appear, depending on the Customer's bank, card issuer, or payment provider.

9.6 Customers are encouraged to contact Joy of Culture first regarding refund requests, payment issues, or booking disputes so that we can review and assist with the matter.

9.7 If a Customer initiates a chargeback or payment dispute with their bank, card issuer, or payment provider, refund processing may be delayed while the dispute is reviewed through the applicable payment process.

10. Credits, Vouchers and Alternative Resolutions

10.1 Where Joy of Culture offers a credit, voucher, promotional benefit, or similar alternative resolution, it may be subject to additional terms, expiry dates, eligibility requirements, and usage restrictions.

10.2 Unless otherwise stated, credits, vouchers, and promotional benefits have no cash value, are non-transferable, and cannot be exchanged for cash.

11. Legal Rights

11.1 Nothing in this Policy affects any mandatory statutory rights that Customers may have under applicable consumer protection laws or other applicable laws.

11.2 Where this Policy conflicts with mandatory legal rights that cannot be excluded or limited, those mandatory legal rights will prevail.

12. Changes to this Policy

12.1 Joy of Culture may update this Policy from time to time to reflect changes in our services, booking flows, payment processes, legal requirements, or Platform functionality.

12.2 Where changes are material, we may notify Users through the Platform, by email, or by other appropriate means where required by law.

13. Language

13.1 In case of any inconsistency between the English and Greek versions of this Cancellation and Refund Policy, the English version shall prevail.

14. Contact

14.1 For questions, support requests, refund requests, booking issues, or complaints relating to this Policy, contact Joy of Culture at info@joyofculture.com.