Refund policy
AdventureOS bills for usage, not for a subscription, so most of what a refund policy usually covers simply never gets charged in the first place.
Thirty days to change your mind
Every booking in your first 14 days carries no fee at all. If, within 30 days of opening your account, you decide AdventureOS is not for you, we refund every fee you have paid — no conditions and no argument.
Because the first two weeks are free and we invoice weekly, the most that can ever be at stake is about two weeks of fees. You will have closed real pay runs and seen exactly what the published fee would cost, before you have paid us anything at all. Guest booking is coming for pilot.
This guarantee covers the 3% booking fee — what you pay us for the software. It does not cover referral commissions, which are money owed to another business rather than to us; those are covered separately below.
There is nothing to cancel
AdventureOS has no subscription, no setup fee and no minimum term. If you take no bookings in a month, that month costs nothing. Closing your account stops future billing immediately; there is no unused prepaid period to refund, because nothing is paid in advance.
What is never charged
- Cancelled bookings.
- Refunded bookings.
- No-shows.
- Weather-held bookings.
- Any booking that is not both paid into your merchant account and completed in the manifest.
- Every booking in your first 14 days.
When you refund a guest
If you refund a guest after we have already billed the fee on that booking, the fee is reversed. The reversal appears as a credit line on your next invoice, naming the booking it relates to. You do not need to ask for it — it follows the refund automatically.
Partial refunds produce a proportional reversal, computed on the refunded amount at the same rate, and never more than the R165 that was charged.
Billing errors
If an invoice charges for a booking that was not billable, tell us and we will correct it. Every invoice line names the booking it came from precisely so that this can be checked rather than argued about.
How to raise a refund or a billing query
Email support@adventureos.app with the invoice number and the booking reference. Other ways to reach us are on the contact page.
Referral commissions are outside this guarantee
When a booking reaches you through an agent or a partner operator, the referral commission on it is money owed for a booking that was delivered — to the agent or to the partner. It is not a fee for software, and it is not refundable once the booking is both paid and completed. A platform directory is not live today.
Referral commissions are settled directly by bank transfer rather than through our billing rail, so they never appear on a card statement and there is nothing to charge back. If you dispute an attribution — you believe a booking was credited to the wrong referrer — raise it before the period settles and it will be investigated. Once a period has settled it is final, because the money has already moved between the parties.
Your guests' refunds
Refunds to your guests are between you and your guest, under your own cancellation policy, and are paid from your own merchant account. XEQT (Pty) Ltd never holds guest funds and cannot issue a refund on your behalf.