Refund Policy

When you pay for an experience, the money is held by Harbour One. It is released to the creator only when the experience is delivered and confirmed complete. Harbour One's fee is recognised at the same point — we earn when a creator earns.

If a creator declines your request or does not respond within their response window, the request expires and no charge is made. Nothing is collected until a request is accepted.

Each experience lists its own cancellation rules before you pay. In general, either side may cancel under the terms shown on the listing. If a request is cancelled before delivery, the held amount is returned to the original payment method.

If a creator cancels after accepting, the buyer is refunded in full. If a buyer cancels, the refund depends on the timing and the experience's stated cancellation rules.

You can request a refund if an experience is not delivered as described, is not delivered within the stated turnaround, or is not delivered at all. Refunds are handled by the Harbour One team directly — a person reads the situation, not an automated form.

Approved refunds are returned to the original payment method. Refund timing depends on your payment provider after we issue it.

If you and the creator disagree about what was delivered, you can raise a dispute. The Harbour One team reviews the request, the conversation, and any proof of completion, and decides on a refund or partial refund based on what actually happened.

Decisions are recorded with a reason and are auditable. Disputes raised in bad faith may affect your ability to use the marketplace.

A refund does not apply where an experience was delivered as described but you changed your mind, or where the disagreement is about taste or preference rather than delivery. Behaviour that attempts to obtain refunds after receiving a delivered experience may be treated as abuse.

Open the request in your bookings and use the report or refund option. Provide a clear explanation and any relevant detail. The team will respond through the request.

We may update this policy as Harbour One develops. The cancellation rules on each experience always take precedence where they are stricter. The date above reflects the last update.