Booking & Cancellation Policy

In force from 14 September 2026. This is a plain-language summary of how booking, payment and cancellation work on MYMCO. It follows our User Terms and Conditions (version 1.0). This policy can be amended at any time alongside User Terms and Conditions. If anything here and the Terms differ, the Terms apply. 

1. Who you are booking with

MYMCO is a marketplace app. We connect you with independent, vetted mountain guides and guiding agencies. We do not run the trips ourselves. While we vet guides to the best of our ability, you remain responsible for satisfying yourself that a tour guide or a guiding agency is suitable for the trip you intend to take.

When you book, your contract for the trip is with the guide or agency, not with MYMCO. They are responsible for running the trip safely and legally. Our job is to give you the app, help you find a trip, and handle the booking and the money. You must be at least 18 to book.

2. How to book

A booking has four steps:

1. You apply for a trip in the app.
2. The guide or agency approves or declines your application.
3. If approved, you pay through the app’s checkout.
4. MYMCO confirms your booking in the app.

We never take payment before the guide or agency has approved your application. Your booking is confirmed (and the guide is bound to run the trip) once we have received your payment and confirmed the booking in the app.

3. Paying for your trip

At checkout you will see the payment options for that trip: pay in full, or pay in two parts. Which options you get depends on how far ahead you book. All prices are in euros.

If you pay in two parts, the rules are simple: you pay a 30% deposit at checkout, and the remaining 70% is due 45 days before departure. If the balance has not been paid by 38 days before departure, the booking is cancelled automatically and your deposit is not returned: it goes to the guide.

Your money is held by MYMCO on your behalf and is only passed to the guide 2 days after the trip has started. If you pay a deposit, the deposit is passed to the guide once your booking is confirmed.

4. Prices and costs you pay locally

The guide sets the trip price. The price shown in the app includes everything the guide requires you to pay, except for mandatory local payments such as permits, park entry or rescue-service fees. Those must be clearly shown in the listing before you book, and you pay them on the spot. MYMCO does not collect them.

5. The Admin Fee

An administration fee (the “Admin Fee”) is added to your total at checkout. It is our fee for the marketplace service: the app, the search and matching, and handling your booking. It is not part of the price you pay the guide.

Please note: the Admin Fee is never refunded, no matter who cancels the trip, or why. The 14-day right to change your mind does not apply to trips booked through MYMCO, because they are leisure activities booked for a specific date.

6. If you cancel

You can cancel at any time. Send an email to help@mymcoapp.com and to your guide or agency. How much you get back depends on how many days are left before the first day of the trip:

Refunds are settled out of the money we are still holding for you. If your deposit has already been paid out to the guide (see section 3), that amount is no longer held by us: the guide is responsible for refunding that amount directly to the refund details you provide, within 14 days of the refund becoming due. We do not hold or pay that amount on the guide’s behalf. We will act as an intermediary by notifying the guide that a refund is due, passing your refund details and the guide’s payment confirmation between you, and assisting with correspondence where we can. To the extent permitted by applicable law, we are not responsible for the guide’s failure or delay in making that payment.

7. Non-refundable fees

If you decide to cancel, three things may be deducted from the refund:

• the Admin Fee (see section 5);
• any costs the guide has already paid out and cannot recover (for example, accommodation, permits, food or staff). The guide must declare these costs when you cancel and provide reasonable evidence if requested by us or the customer. Any costs not declared will not be deducted;
• any other fee that was clearly marked as non-refundable before you booked.

The cancellation amount under section 6 already covers the guide’s unrecoverable costs up to that amount. If the guide’s unrecoverable costs exceed the amount you forfeit under section 6, only the excess may be deducted from the amount otherwise refundable to you. Your total deductions will never exceed the amount you have paid. Any unrecoverable costs beyond this are the guide’s responsibility. We strongly recommend that you take out travel insurance covering cancellation.

8. If you do not turn up, or are removed from the trip

If you do not cancel and simply do not show up, arrive too late to join, leave the trip once it has started, or are removed from the trip under this section, you get no refund beyond the tiers above. The guide does not have to repeat, extend or reschedule the trip for you.

You must behave respectfully towards your guide and the other participants, follow the guide’s instructions and keep to safe conduct throughout the trip. The guide has the final word on safety decisions during the trip, and may remove you after departure if your behaviour puts you or someone else in danger,  for example if you are under the influence of alcohol or drugs, repeatedly disregard safety instructions, or are clearly unable to continue the route safely. Removal must be proportionate to the risk and, where circumstances reasonably allow, preceded by a warning. The guide must bring you, or arrange for you to be brought, to a place of reasonable safety, and must tell us about the removal and the reasons for it without undue delay.

If you are removed from the trip, no refund is due and the guide does not have to repeat, extend or reschedule it. The costs of your descent, transport, accommodation or evacuation after the removal are yours, except to the extent they result from the guide’s own act or omission. Nothing in this section affects your rights under consumer protection law.

9. If your guide cancels

If the guide cancels a confirmed booking as a business decision, you get 100% of the trip price back (not the Admin Fee).

If the guide turns you down or removes you before departure for genuine safety reasons, that counts as the guide cancelling and you are refunded in the same way. The exception is if you seriously misrepresented your experience, fitness or equipment, in which case it is treated as if you had cancelled, and sections 6 and 7 apply.

10. Bad weather and other exceptional circumstances

Only the guide can cancel a trip for weather or other exceptional reasons, and only with evidence, for example an official weather warning, an avalanche bulletin, a route or park closure, a withdrawn permit, or an order from the authorities.

If that happens, the guide must first offer you a reasonable alternative: an equivalent trip on the same dates, or a postponement of the same trip to alternative dates. If you accept, your booking simply continues on the same commercial terms. If you turn down a reasonable alternative, the standard cancellation policy in sections 6 and 7 applies, including the deposit rules in section 3, and the days are counted to the first day of the trip as originally booked. Note that accepting new dates does not restart the cancellation timeline in section 6.

If no alternative is possible and the trip is cancelled outright, you get 100% of the trip price back (not the Admin Fee). If the guide cannot show adequate evidence, we treat it as a business decision under section 9 and you get 100% of the trip price back either way.

11. If your guide does not deliver the trip

If the guide does not turn up, abandons the trip before departure or stops responding, that is a breach of your contract with them. We will refund you any of your money we are still holding. We do not hold or pay that amount on the guide’s behalf. We will act as an intermediary by notifying the guide that a refund is due, passing your refund details and the guide’s payment confirmation between you, and assisting with correspondence where we can. To the extent permitted by applicable law, we are not responsible for the guide’s failure or delay in making that payment.

12. Your guide’s own terms

Guides may add their own trip rules on equipment, fitness, group size, itinerary changes or conduct on the trip. They must show you those rules before you book, and they can never give you fewer cancellation or refund rights than this policy or the law gives you. If there is a conflict, this policy prevails. It is your responsibility to adequately and accurately supply important information about yourself to the guide before the trip.

13. Your skill level and the risks of mountain climbing

Climbing, mountaineering, ski touring, hiking and other mountain activities involve inherent risks, including serious injury or death, and you take part entirely at your own risk. MYMCO does not run or supervise trips and is not responsible for accidents, injuries, loss or damage occurring on a trip, or on any activity you arrange with another user. The guide or agency is solely responsible for planning, running and supervising the trip safely, and for holding the qualifications, licences and insurance the law requires.

You must satisfy yourself that a trip is within your skill level, experience and fitness before you book, and you must give the guide accurate and complete information about your experience, skill level, fitness, health and equipment. If you seriously misrepresent any of these and the guide declines or removes you before departure, it is treated as if you had cancelled and sections 6 and 7 apply. Our vetting of guides is limited to checking the documents and declarations they give us and confirming these are current; we cannot and do not assess a guide’s actual competence, judgement, fitness or conduct on any given trip.

MYMCO does not provide insurance of any kind, and no insurance is included in the Admin Fee or in the trip price. We strongly recommend that you take out your own travel, accident, medical and mountain-rescue cover for the activities you undertake, and check that it covers the disciplines and altitudes involved, as many standard policies exclude mountaineering and ski touring.

14. Questions and complaints

Email us at help@mymcoapp.com for cancellations, refunds, or if you disagree with a decision we have made about your booking or account. You can challenge such a decision free of charge for at least six months, and a person (not a machine) will review it. Nothing in this policy affects your rights under consumer protection law.