Guaranteeing Happiness

We handpick the best local guides and hosts to run your adventures, so we’re confident you’ll have an amazing time. So confident in fact that we’ll put our money on it. We call it the happiness guarantee.

Instead of lots of complicated rules and caveats, this is a policy founded on trust, honesty and common sense. If we were an outdoor clothing brand and you came to us with a broken zip or faulty stitching, even 10 years later, we’d either fix it or send you a new one, no questions asked. Unfortunately travel is not that simple, but we aim to apply that same mentality to our happiness guarantee.

Here’s how we work it:

If you feel let down by the experience or service you received, simply contact us. We’ll gather all the details from you, then talk to your host to validate the problems and understand where things went wrong.

If something did indeed clearly go wrong with your trip, or it wasn’t as described, and the problem was within the control of either ourselves or the host, we’ll work out a refund with you that’s proportional to the scale of the problem.

To help us make the policy work fairly and honestly for everyone, we just ask that you first point out the problem to the local host, and give them a chance to fix the situation while you are still away. Without having done that, it’s much harder to put things right, and it will be taken into consideration when assessing the case.

We and our hosts pride ourselves on the happiness of our customers, and this guarantee is designed to hold us accountable to that. See this customer review as testament to what happens when it is called in to action

In the 1-in-many-thousands chance that you need to make a claim, simply email [email protected] and we’ll be right on the case.