Ask Slow Boat
Ask Slow Boat
Cancellation Policy
We understand plans change. Here's everything you need to know about cancellations and refunds.
Last updated: September 16, 2026
Important: two kinds of booking, two sets of rules
If your booking number starts with BK-, you booked with Slow Boat. Slow Boat Pty Ltd is the seller, we took your payment, and we handle your cancellation and refund. The section below headed “Slow Boat bookings” applies.
If you finished checkout on a partner site such as GetYourGuide, that partner is the seller and their policy governs. Cancel with them; we cannot do it for you.
In both cases the deadline, and how much comes back, are set by the operator running the activity and are shown on the experience page before you book. Check your confirmation email for the exact terms on your booking. Nothing on this page limits rights you have under the Australian Consumer Law that cannot be excluded.
Slow Boat bookings (booking number starts with BK-)
These are bookings you paid us for directly. Slow Boat Pty Ltd is the seller and is responsible to you for the booking.
How to cancel
Before your booking is confirmed — while it still shows as awaiting payment or awaiting confirmation — you can cancel it yourself from your order page. The link is in your confirmation email.
Once it is confirmed and your voucher has been issued, cancellation has to go through us. Email service@slowboat.com.au with your booking number. We take the time your email reaches us as the time of the request.
Whether you get money back, and how much
That is set by the operator running the activity, not by us, and it differs between experiences. Some allow a free cancellation up to a day or two before; some are non-refundable from the moment they are confirmed.
We are not always able to show that deadline on the experience page before you book, so if it matters to you, ask us before you pay and we will confirm it in writing. After a confirmed booking, email us and we will tell you what the operator will refund before we cancel anything, so you can decide. We will not cancel a confirmed booking without telling you the refundable amount first.
How the refund is paid
Back to the card or account you paid with. We cannot send it anywhere else, and we do not issue credit notes in place of a refund you are entitled to. Refunds are made in Australian dollars, the currency you were charged in; if your bank converted that at purchase, the amount returned may differ slightly because of their exchange rate, which is outside our control.
How long it takes
Once we have agreed the refund, we issue it within 3 business days. Your bank then takes its own time to post it, typically 5 to 10 business days for a card and 1 to 3 for PayPal. If more than 14 business days have passed since we confirmed the refund and nothing has arrived, email us with your booking number and we will trace it.
If we cancel
If we cannot deliver a booking you have paid for — the operator cancels, the activity turns out to be unavailable, or we cannot get it confirmed — you get a full refund, including where the experience was sold as non-refundable. We will email you as soon as we know.
Who to contact
service@slowboat.com.au, with your booking number. We aim to reply within one business day.
Types of Cancellation Policies
Different experiences have different cancellation terms. Here are the common policy types you'll encounter.
Free Cancellation
Most experiences offer free cancellation within a specified window before the activity date.
Partner Guidelines
- Full refund if cancelled within the free cancellation window
- Cancellation window varies by experience type and provider
- Refund processed according to partner timeline (typically 5-14 business days)
Partial Refund
Some experiences offer partial refunds for late cancellations or specific circumstances.
Partner Guidelines
- Typically 50% refund for cancellations within 24 hours of activity
- Multi-day tours may have graduated refund scales (e.g., 75% at 7 days, 50% at 3 days)
- Always check the specific experience page for exact terms
Non-Refundable
Certain experiences, tickets, and special events are non-refundable once booked.
Partner Guidelines
- Clearly marked on the experience page BEFORE you book
- May be transferable to another date (date change fees may apply)
- Strongly recommend travel insurance for non-refundable bookings
- Some providers offer credit vouchers instead of refunds
How to Cancel Your Booking
For bookings you completed on a partner site, you'll need to cancel directly with that platform where you completed your booking. Here's how:
GetYourGuide Bookings
- 1Visit GetYourGuide.com and log into your account
- 2Go to "My Bookings" and find your reservation
- 3Click "Cancel Booking" and follow the prompts
- 4Receive confirmation email with refund details
For issues, contact GetYourGuide support directly
Visit Help CenterKlook Bookings
- 1Open the Klook app or visit Klook.com
- 2Navigate to "My Bookings" section
- 3Select the booking and tap "Cancel"
- 4Confirm cancellation and check refund status
These steps apply to bookings made on Klook's own site or app. Klook activities booked directly on Slow Boat (instant confirmation, voucher delivered on your Slow Boat order page) are cancelled from your Slow Boat order page instead.
Visit Help CenterNeed Help Finding Your Booking?
If your booking number starts with BK- it is with us, and the section above applies. If you are not sure which applies, or cannot find a reservation on a partner site, our support team can help.
Refund Timeline by Payment Method
Refund processing involves two stages: partner processing (GetYourGuide/Klook) and bank/payment provider processing. Total time varies by payment method.
Partner Processing
Time for GetYourGuide, Klook, or other partner to initiate the refund
Bank Processing
Time for your bank or payment provider to credit your account
| Payment Method | Partner Processing | Bank Processing | Total Time |
|---|---|---|---|
Credit/Debit Card Varies by card issuer and country | 1-3 business days | 5-10 business days | 6-13 business days |
PayPal Fastest option for most refunds | 1-3 business days | 1-3 business days | 2-6 business days |
Bank Transfer International transfers may take longer | 3-5 business days | 3-7 business days | 6-12 business days |
Alipay / WeChat Pay Processing times vary by region | 1-3 business days | 1-5 business days | 2-8 business days |
Apple Pay / Google Pay Same as underlying card issuer | 1-3 business days | 5-10 business days | 6-13 business days |
Exceptions & Special Cases
Not all cancellations follow standard policies. Here's how special circumstances are typically handled.
Provider Cancellations
When the tour operator cancels your booking
- Full refund automatically processed if provider cancels
- You may be offered an alternative date or experience
- Refund initiated by the partner platform within 24-48 hours
- No action required from you; watch for email confirmation
Weather & Force Majeure
Cancellations due to weather, natural disasters, or extraordinary circumstances
- Outdoor activities may be cancelled for safety reasons
- Full refund or rebooking typically offered for weather cancellations
- Force majeure events (pandemics, political unrest) handled case-by-case
- Travel insurance recommended for comprehensive protection
- Check partner platform for specific force majeure policies
Medical Emergencies
Unable to travel due to illness or medical reasons
- Medical certificate may be required for refund consideration
- Contact partner support immediately with documentation
- Compassionate refunds evaluated on a case-by-case basis
- Travel insurance with medical coverage strongly recommended
- Some providers offer credit vouchers for future bookings
Multi-Day Tours
Extended tours with accommodation and multiple activities
- Longer cancellation windows typically required (7-30 days)
- Graduated refund scales based on days before departure
- Non-refundable deposits common (10-25% of total)
- Early booking discounts may affect refund amounts
- Review specific tour terms before booking
Group Bookings
Bookings for large groups or private tours
- May have different cancellation terms than individual bookings
- Minimum participant requirements may affect partial cancellations
- Custom terms often negotiated for large groups
- Contact provider directly for group booking modifications
Date Changes
Changing your booking to a different date instead of cancelling
- Often available as an alternative to cancellation
- Date change fees may apply depending on provider
- Subject to availability on the new date
- Price difference may apply if rates have changed
- Usually easier than cancelling and rebooking
Important Reminders
Always Check Before Booking
Review the cancellation policy displayed on the experience page before completing your booking. Different experiences from the same provider may have different policies.
Save Your Confirmation
Keep your booking confirmation email. It contains your booking reference, the specific cancellation terms that apply, and links to manage your reservation.
No-Shows Are Not Refundable
If you don't show up for your booked experience without cancelling beforehand, you will not be eligible for a refund. Always cancel through the proper channels if you can't attend.
Consider Travel Insurance
For non-refundable bookings or expensive trips, travel insurance can provide protection against unforeseen circumstances like illness, accidents, or travel disruptions.
Time Zones Matter
Cancellation deadlines are typically based on the local time of the experience. A "24-hour cancellation window" means 24 hours before the activity start time in the destination's time zone.
Have Questions?
Our support team is here to help with any cancellation or refund questions. For booking-specific issues, please contact that partner directly. For a Slow Boat booking (BK-...), contact us.
Partner Support Links: