Our Traveler Refund Policy for Custom Travel Planning Service:

Satisfaction Guaranteed

At any stage of the planning process, even after your guidebook is submitted, you can ask for revisions if you find that the plan doesn't suit your exact needs. We encourage you to approve, reject, and request alternatives until you get exactly what you're looking for. 

If you are not 100% satisfied with your trip planning service, we will fully refund the cost of your order. To request a refund, please email support@viahero.com.

Cancelation Policy

Our policies are designed to build trust and foster mutual respect among travelers and Heroes. While we understand that travel plans can change—especially in light of the coronavirus—we are committed to fairly compensating local Heroes for the service they perform, even in the event of a cancelation. 

We have a deep commitment to safety in travel, and are continuing to keep our travelers informed about the latest COVID-19 updates. You can also message one of our local Heroes for an on-the-ground update; all you have to do is visit any Hero’s profile and send them a message.

If you need to cancel your trip for any reason, we will issue you a full credit for the cost of your ViaHero purchase, which you can use on a future trip in the destination of your choice—any time in the future. To request a cancelation, please use the form below.


Go here to submit a refund or credit request