Booking Policies
Last updated: April 28, 2026
Overview
Caiyo connects travelers with local experience operators in the Turks & Caicos Islands. Each activity on Caiyo has a cancellation policy set by the operator. This page explains how cancellations, booking changes, and refunds work across all experiences on our platform.
Cancellation Policies
Every activity on Caiyo has one of three cancellation policy tiers. The policy is shown on each activity listing before you book. Check the activity page to confirm which policy applies before completing your booking.
Best for customers who want maximum flexibility. Operators offering this policy understand that plans change.
The most common policy on Caiyo. Balances flexibility for customers with protection for operators.
Typically applies to specialized or high-demand experiences where operators need advance commitment. Always check the policy before booking.
Operator Cancellations
Full refund guaranteed
If an operator cancels your confirmed booking for any reason, you will always receive a full 100% refund regardless of the cancellation policy or timing. No exceptions.
Operator cancellations are taken seriously on Caiyo. Operators who frequently cancel confirmed bookings may be removed from the platform. If your booking is cancelled by an operator, you will be notified immediately by email and through the Caiyo app, and your refund will be processed automatically.
Booking Changes
If you need to change your booking date, time, or guest count, you can submit a change request directly from your booking detail page. Here's how it works:
Submit a change request
Go to My Bookings, open your confirmed booking, and tap Request change. Select your preferred new date and time from available slots and optionally adjust your guest count.
Operator reviews your request
The operator will review your change request and respond within 24 hours. Your original booking remains confirmed while the request is under review.
Request accepted or declined
If accepted, your booking is automatically moved to the new slot at no charge. If declined, your original booking stands exactly as it was — nothing changes.
Important — before requesting a change
- •All booking changes are subject to availability. A new date or time can only be requested if the operator has an open slot with enough capacity for your group.
- •Booking changes are free of charge — there is no fee to submit a change request.
- •Operators are not obligated to accept change requests, particularly for high-demand time slots, last-minute requests, or where no suitable alternative slot is available.
- •Only one change request can be active at a time. If your request is declined, you may submit a new request for a different available slot.
- •Change requests cannot be made within the cancellation window of your listing's policy. If you need to change within that window, cancellation terms will apply.
Refund Processing
All refunds are processed automatically through Stripe, our payment processor. Here's what to expect:
Refund timing depends on your bank or card issuer. Caiyo processes refunds immediately upon cancellation — delays beyond 10 business days are outside our control. Contact your bank if you have not received your refund after 10 business days.
Disputes & Special Circumstances
We understand that sometimes unexpected things happen — weather events, medical emergencies, flight cancellations. While our standard policies apply to all bookings, we review dispute requests on a case by case basis.
If you believe your situation warrants an exception, contact our support team within 48 hours of the cancellation with supporting documentation. We will do our best to find a fair resolution.
Contact support
Email us at hello@caiyoapp.com with your booking reference number and details of your situation.
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