Cancellation & Refund Policy

At Wander Hearts, our goal is to create meaningful, real-life connections through curated experiences. Organizing these experiences requires reservations, venue commitments, activity bookings, transportation planning, staffing, and operational coordination. This Refund & Cancellation Policy explains how refunds, cancellations, deposits, credits, and payment disputes are handled. 

By booking, accepting a Trip Invite, or purchasing an experience through Wander Hearts, you acknowledge and agree to this policy. 

 

1. Definitions 

For the purposes of this policy: 

Trip Match Confirmation Deposit means the deposit required from both matched participants to officially confirm a Trip Invite. 

Experience Payment means the remaining balance payable for an experience after the Trip Match Confirmation Deposit. 

Trip Invite means an invitation sent to two matched users to attend a Wander Hearts experience together. 

Experience includes, but is not limited to, trips, social experiences, mixers, events, activities, and any other experience organized by Wander Hearts. 

 

2. Trip Match Confirmation Deposit 

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2.1) Deposit Authorization 

When a Trip Invite is accepted, each matched participant will be asked to authorize payment for the Trip Match Confirmation Deposit. 

Authorizing the deposit does not immediately charge your payment method. 

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2.2) Deposit Charge 

The Trip Match Confirmation Deposit is only charged after: 

• both matched participants have accepted the Trip Invite; and 

• both payment authorizations have been successfully completed. 

Once both conditions are met: 

• the Trip Match Confirmation Deposit is charged to both participants; 

• the experience becomes officially confirmed. 

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2.3) Non-Refundable Deposit 

Once a Trip Match Confirmation Deposit has been successfully charged following confirmation of the experience, it is non-refundable. 

This applies regardless of: 

• user cancellation; 

• participant withdrawal; 

• scheduling conflicts; 

• change of personal circumstances; 

• failure to attend the experience. 

The only exception is where Wander Hearts cancels the experience in accordance with Section 8. 

 

3. Experience Payment 

The remaining Experience Payment must be paid no later than 7 calendar days before the scheduled start of the experience, unless Wander Hearts expressly offers an alternative payment option. 

Users may choose to pay earlier than the required deadline. 

Refund eligibility for the Experience Payment depends on the timing of cancellation. 

 

4. User Cancellation Policy 

Users may cancel an experience at any time before its scheduled start. 

Refunds apply only to the Experience Payment. 

The Trip Match Confirmation Deposit remains non-refundable after confirmation. 

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4.1) Cancellation 30 or More Days Before the Experience 

If cancellation is made 30 or more calendar days before the experience begins: 

• 100% of the Experience Payment will be refunded. 

• The Trip Match Confirmation Deposit will not be refunded. 

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4.2) Cancellation 8–29 Days Before the Experience 

If cancellation is made between 8 and 29 calendar days before the experience begins: 

• 50% of the Experience Payment will be refunded. 

• The Trip Match Confirmation Deposit will not be refunded. 

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4.3) Cancellation Within 7 Days 

If cancellation occurs 7 calendar days or fewer before the experience: 

• no refund of the Experience Payment will be issued; 

• the Trip Match Confirmation Deposit remains non-refundable. 

 

5. Failure to Complete Experience Payment 

Users who fail to complete the required Experience Payment by the payment deadline may lose their reserved booking. 

Where available, Wander Hearts may offer a Pay at Venue option. 

If this option is available: 

• a Late Payment Fee may apply; 

• the applicable fee will be clearly displayed before payment is completed. 

Availability of Pay at Venue is not guaranteed and is offered solely at Wander Hearts' discretion. 

 

6. No-Shows 

Users who fail to attend an experience without prior cancellation are considered a No-Show. 

No-Shows are not eligible for refunds of: 

• the Trip Match Confirmation Deposit; or 

• the Experience Payment. 

Repeated No-Shows may affect future participation on the platform. 

 

7. Participant Withdrawal 

If one matched participant withdraws before or during an experience after the trip has already been confirmed: 

• the remaining participant may still participate in the experience; 

• Wander Hearts may introduce the participant to another compatible attendee during the experience where reasonably possible. 

Replacement introductions are not guaranteed. 

Where appropriate, Wander Hearts may, at its sole discretion, offer goodwill compensation or another gesture of appreciation. 

Such gestures are voluntary and do not create an obligation for future situations. 

 

8. Wander Hearts Cancellation 

If Wander Hearts cancels an experience before it begins: 

• users will receive a full refund of all amounts paid; 

• this includes both the Trip Match Confirmation Deposit and the Experience Payment. 

Refunds will be issued to the original payment method or as Wander Hearts account credit, depending on the circumstances and at Wander Hearts' discretion. 

 

9. Operational Disruptions 

Certain situations are outside a participant's control, including but not limited to: 

• venue cancellations; 

• supplier cancellations; 

• weather-related disruptions; 

• transportation interruptions; 

• safety concerns; 

• operational issues. 

In these situations, Wander Hearts will determine the appropriate resolution on a case-by-case basis. 

Depending on the circumstances, Wander Hearts may choose to: 

• provide a replacement experience; 

• issue Wander Hearts account credit; 

• provide a partial or full refund; or 

• implement another reasonable solution. 

All decisions are made at Wander Hearts' sole discretion. 

 

10. Removal from an Experience 

Users removed from an experience for violating the Terms of Service, Community Guidelines, or instructions provided by Wander Hearts staff are not eligible for refunds. 

Examples include, but are not limited to: 

• harassment; 

• abusive behaviour; 

• violence or threats; 

• intoxication that creates safety concerns; 

• illegal activity; 

• fraud; 

• conduct that negatively impacts other participants. 

Removal from an experience may also result in suspension or permanent removal from the platform. 

 

11. Promotional Credits 

If an experience is purchased using promotional credits, referral credits, vouchers, discounts, or similar promotional benefits: 

• cash payments will be refunded in accordance with this policy; 

• promotional credits may be restored as promotional credits where applicable; 

• promotional credits cannot be exchanged for cash. 

 

12. Chargebacks & Payment Disputes 

If a user initiates a chargeback or payment dispute after receiving services or participating in an experience, Wander Hearts reserves the right to: 

• investigate the claim; 

• provide supporting documentation to the payment processor; 

• dispute invalid or fraudulent chargebacks; 

• suspend or terminate the user's account while the dispute is under review. 

Wander Hearts reserves the right to decline refunds where a chargeback is determined to be fraudulent, abusive, or inconsistent with this policy. 

 

13. Refund Processing 

Approved refunds are typically processed within 5–10 business days. 

Actual processing times may vary depending on your financial institution or payment provider. 

Refunds may be issued: 

• to the original payment method; or 

• as Wander Hearts account credit, 

depending on the circumstances and at Wander Hearts' discretion. 

Where a refund is approved, it will include any applicable taxes or mandatory fees originally paid by the user. 

Wander Hearts absorbs standard payment processing costs and does not deduct them from approved refunds. 

 

14. Exceptional Circumstances 

Wander Hearts understands that unexpected events may occur. 

Requests involving extraordinary circumstances, including serious medical emergencies or other significant unforeseen events, may be reviewed individually. 

Supporting documentation may be requested. 

Approval of any exception remains solely at the discretion of Wander Hearts. 

 

15. Policy Updates 

Wander Hearts may modify this Refund & Cancellation Policy at any time. 

The most current version will always be published within the Wander Hearts website and mobile application. 

Changes apply prospectively unless otherwise required by applicable law. 

 

16. Contact Us 

If you have questions regarding refunds, cancellations, or this policy, please contact Wander Hearts at support@wanderhearts.ca or through the support channels available within the Wander Hearts website or mobile application.

We are committed to reviewing all inquiries fairly, consistently, and in accordance with this policy.