Payments & Cancellation Policy

Fees - Fees are charged from the traveler immediately when booking and payment information is submitted. Credit card payments for booking on Citypals is done using the Stripe platform. A processing fee of $3 is charged for each transaction.

Hourly Rate and Cancelation Policy - The hourly rates and the cancellation requirements are set by the site visit providers. Site visit providers set their profiles with per hour fees with a minimum of $7 per hour (transaction and commission fees will apply) and a 24hr or 48hr or 72hr cancellation option. A booking which is canceled by the traveler after the required cancellation timeframe (set by the provider), will be nonrefundable. A booking which was canceled by the traveler before the required cancellation timeframe (set by the provider) will be refunded excluding the 3% transaction fee. Bookings that were canceled by the provider will be fully refunded to the traveler (includes all processing fees). A Traveler is also entitled for a refund of 100% of the Site Visit Fee in case a Provider fails to arrive for the Site Visit within 30 minutes of the scheduled time. If as a Traveler you fail to arrive for the Site Visit within 60 minutes of the scheduled time you are not entitled for a refund, and the tour will be considered canceled by you. As a Traveler you have 24 hours after the end of Site Visit to initiate a dispute. If as a Traveler you do not cancel your booking prior to the day of the Site Visit the payment is not refundable.

Payouts to Providers - Payout to the providers is available within 48 hours after the tour is completed and there have been no reports or complaints from either the provider or the traveler. Citypals deducts a commission fee (approximately 15%) from the final booking price before making a payment to the providers. A $3 processing fee will be deducted from the total amount paid to the provider.