Last updated: 2025
This Refund & Cancellation Policy applies to all bookings made through the GoTruVibe Platform operated by:
GoTruVibe Group Pte. Ltd.
UEN: 202550037M
Registered in the Republic of Singapore
Please read this policy together with our Terms of Service.
1. Partner-Specific Policies Apply
Each experience listed on the Platform is organised by an independent Partner.
Every Partner may have different cancellation, rescheduling, and refund rules based on the nature of their activity.
The Partner’s policy will be clearly stated on each experience listing.
By making a booking, you agree to be bound by the Partner’s policy.
2. Booking Cancellation by Users
If you wish to cancel your booking:
- The cancellation request must be submitted through the method stated on the booking confirmation.
- Refunds (if eligible) will be based on the Partner’s stated policy.
- GoTruVibe does not guarantee refunds if the Partner’s policy does not allow it.
Platform or service fees charged by GoTruVibe are non-refundable.
3. Rescheduling
Rescheduling is subject to:
- Partner approval
- Availability of alternative dates
- Any rescheduling fee stated in the listing
If rescheduling is not possible, the cancellation rules will apply.
4. Non-Attendance (“No-Show”)
If you do not attend an experience without giving notice:
- No refunds will be provided
- Full booking charges will apply
This ensures fairness to Partners who reserve resources for each guest.
5. Changes or Cancellations by Partners
Partners may cancel or change an experience due to:
- Minimum participant requirements not met
- Weather or safety concerns
- Venue or operational restrictions
- Illness or unforeseen circumstances
If a Partner cancels:
✔ You will be offered a full refund OR
✔ Offered the option to reschedule OR
✔ Provided a substitution experience if suitable
GoTruVibe will assist with communication but is not liable for compensation beyond what the Partner offers.
6. Exceptional Circumstances
In special cases (e.g., medical emergencies, government restrictions on activities), Partners may provide additional flexibility at their discretion.
Supporting documents may be required.
7. Refund Method
Where refunds are approved:
- Refunds will be issued via the original payment method
- Please allow 7–14 working days for processing, depending on payment provider timelines
GoTruVibe may deduct any non-refundable platform or processing fees.
8. Refund Disputes
If you believe a refund decision was made incorrectly:
- Contact the Partner first
- If unresolved, GoTruVibe can assist as a neutral facilitator
- Final determination remains with the Partner
GoTruVibe does not act as an adjudicator or guarantee outcomes.
9. Weather-Dependent Experiences
Some activities are weather-dependent.
If weather conditions affect operations, refunds or rescheduling will be handled according to the Partner’s policy.
10. Platform Limitations
GoTruVibe is a marketplace platform.
We do not control experience delivery and are not responsible for:
- Partner cancellations
- Quality, safety, or suitability of experiences
- Additional expenses (transport, accommodation, etc.)
- Any loss or inconvenience arising from changes or cancellations
Users participate at their own risk.
11. Changes to This Policy
We may update this policy from time to time.
The latest version will always be posted on our Platform.
12. Contact Us
For assistance with booking amendments:
📧 support@gotruvibe.comWe will do our very best to assist you.