Guide/Agency Booking & Cancellation Policy

In force from 14 September 2026. This is a plain-language guide to what happens when a trip booked through MYMCO is cancelled: by the guest, by you, or because of the weather. It follows the Guide and Agency Terms and Conditions (version 1.0). This policy can be amended at any time alongside the Guide and Agency Terms and Conditions. If anything here and the Terms differ, the Terms apply.

1. What this policy covers

When a guest books, the contract for the trip is between you and the guest. MYMCO is the marketplace: we run the app, take the payment, hold the money and settle refunds out of what we hold. This policy explains who gets what when a booking does not go ahead.

All cancellations go through us. The guest cancels by emailing help@mymcoapp.com and you. If you need to cancel, notify us and the guest as soon as you know. We settle a refund out of the money we are still holding. If part of the price has already been released to you, that part is no longer with us: you pay it to the guest directly, as set out in section 9.

2. If the guest cancels

The guest can cancel at any time. What they get back depends on how many days are left before the first day of the trip:

The portion the guest does not get back stays with you. If a fee was clearly marked as non-refundable before the guest booked, that also stays with you.

The percentages above are percentages of the trip price, before our commission. So “100% of the trip price” is not 100% into your account: our commission still comes off it, and the Admin Fee was never part of your price in the first place (MYMCO always keeps that). Any unrecoverable costs declared under section 3 are taken into account when the refund is calculated. They are not added again where they are already covered by the amount you retain under the cancellation tier.

Commission works both ways. It follows the trip price, so if the guest is refunded 75% of the price, 75% of the commission is refunded too, and you are only charged commission on the part you keep. If no refund is due, the full commission applies.

3. Declaring your costs

If you have already incurred costs specifically for the guest’s booking that you cannot reasonably recover, for example accommodation, permits, food, transport, staff or porters – notify us when the cancellation comes in. Provide us the amount, what the cost was for, and evidence that it has been paid or committed and cannot reasonably be recovered. We may ask for supporting documents, and the guest may ask us to explain deductions made from their refund. We deduct those costs from the guest’s refund and pay them out to you.

Two things to remember:

• If you do not declare a cost, we cannot deduct it. Anything undeclared or unsupported is simply refunded to the guest.
• Deductions can never add up to more than what the guest paid.

If your unrecoverable costs are higher than the amount the guest forfeits under the table above, the difference comes off the part that would otherwise be refunded. Total deductions can never exceed the amount the guest has paid. Any unrecoverable costs beyond that amount are your responsibility.

You must take reasonable steps to avoid or minimise unrecoverable costs when a booking is cancelled. You cannot claim costs that you can reasonably recover from a supplier, reuse for another guest or booking, or otherwise avoid.

4. If the guest does not pay the balance

Guests booking at least 60 days ahead can pay a 30% deposit now and the remaining 70% by 45 days before departure. If the balance is still unpaid 38 days before departure, the booking is cancelled automatically and the deposit is not refunded. The deposit is treated as the amount you retain from the cancelled booking, and MYMCO’s applicable commission is deducted from it in accordance with section 10.

5. If you cancel for business reasons

If you cancel a confirmed booking for any reason other than evidenced weather or exceptional circumstances, the guest gets 100% of the trip price back with no deductions, including your costs already spent.

What it costs you:

• You repay any deposit we already released to you, paying it to the guest directly under section 9.
• We recover our commission on the refund from you.
• You cover the card-processing fees on both the original payment and the refund.

6. If you cancel for weather or other exceptional circumstances

Only you can cancel a trip for weather or other exceptional reasons. A guest cannot. Two conditions apply.

First, offer an alternative. Before cancelling outright you must offer the guest a similar trip on the same dates, or the same trip on new dates. If the guest accepts, the booking carries on with no change to the price or terms, and the cancellation timeline in section 2 does not restart. If the guest turns down a reasonable alternative, the booking is treated as if the guest had cancelled: the tiers in section 2 and the deductions in section 3 apply, with the days counted to the first day of the trip as originally booked. An alternative is reasonable only if it is broadly comparable in duration, activity type, difficulty, location and overall value, taking into account the reason the original trip cannot proceed.

Second, send us evidence at the time you make the claim. For example:

• An official weather advisory or avalanche bulletin.
• A park, route or road closure.
• A withdrawn permit.
• For anything else beyond your control, an official notice or order from a government, regulator or other competent authority, or other credible evidence reasonably sufficient to demonstrate why the booked trip could not safely or legally proceed.

If no alternative is possible and you cancel outright, the guest gets 100% of the trip price back and we carry the commission, so we do not recover it from you. You still cover the card-processing fees on the original payment and the refund, and you still repay directly to the guest any part of the price we had already released to you. Not being charged for the commission is the key difference from cancelling for business reasons.

If you cannot show adequate evidence, we treat the cancellation as a business decision under section 5, whether you offered an alternative or not, which means the clawbacks in section 5 apply.

7. Turning someone down on safety grounds

You decide whether a participant is fit and equipped for the trip. If you turn someone down or remove them before departure on reasonable safety grounds, that counts as a cancellation by you and is handled under section 5.

The exception: if the participant seriously misrepresented their experience, fitness or equipment, we treat it as if they had cancelled, and the tiers in section 2 and the deductions in section 3 apply instead.

8. No-shows, late arrivals, leaving early and removal from a trip

If a participant does not show up, arrives too late to join, or leaves once the trip has started, no refund is due. You do not have to repeat, extend or reschedule the trip for them.

You have the final word on safety decisions during the trip. You can remove a participant after departure if their behaviour endangers them or anyone else, for example if they 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 the circumstances reasonably allow, preceded by a warning. You must bring the participant, or arrange for them to be brought, to a place of reasonable safety, and tell us about the removal and your grounds for it without undue delay.

Where you remove someone on those grounds, no refund is due and you do not have to repeat, extend or reschedule the trip. The costs of their descent, transport, accommodation or evacuation after the removal are theirs, except to the extent they arise from your own act or omission. None of this affects a guest’s rights under consumer protection law.

9. When you get paid, and when you have to pay money back

We hold the guest’s money until the trip is under way. If the guest paid a deposit, we release the deposit (less commission) once the booking is confirmed. The rest is released 2 days after the trip has begun.

If a refund becomes due after money has already been released to you, you have to repay it. Pay it to the guest directly, to the refund details the guest gives, within 14 days of the refund becoming due. We do not receive, hold or pass on that amount, and your obligation is discharged only once the guest has the money. We act as intermediary: we notify you that a refund is due, pass the guest’s refund details and your payment confirmation between you, and record the refund in your ledger. This applies however the refund arises, including a cancellation by the guest, a cancellation by you, a cancellation treated as a business decision under section 6, and a failure to deliver a confirmed trip. If you do not pay, the guest’s claim for that amount is against you under the contract for the trip, and we may give the guest your identification and contact details together with the booking and refund record so they can pursue it. We may also pause your listings and your ability to take bookings until the refund has been made. Any interest or costs arising from late payment are a matter between you and the guest.

Amounts you owe us are different. Card-processing fees, chargebacks and commission due or recoverable from you are settled against your next payouts, or we invoice you, in which case payment is due within 14 days. Unpaid amounts carry statutory interest and our reasonable costs of collection.

Both obligations continue even if you close your account.

10. The Admin Fee and our commission

The Admin Fee is what the guest pays us for the marketplace service. It is never charged to you, never part of your trip price, and never refunded, whoever cancels and whatever the reason.

When we take our commission. Our commission is a percentage of the trip price you set; the rate that applies to you is shown in your dashboard and was confirmed to you during onboarding. It is calculated on the trip price only, never on the Admin Fee, and never on mandatory local payments such as permits or park fees that guests pay on the spot. We never invoice you for it. The commission is charged the moment the booking is confirmed and is simply deducted from the money we pay out to you, so every payout you see is already net of commission.

If the guest pays in two parts, the whole commission for that booking comes out of the first payment: the deposit released to you is the 30% deposit less the full commission, and the 70% balance is then released to you in full 2 days after the trip has begun. If the guest pays in one go, the commission comes off that single payout.

On a refund, the commission follows the trip price proportionally: if the guest is refunded 75% of the price, 75% of the commission is refunded too. Who carries that refunded commission depends on who cancelled:

• Guest cancels: MYMCO bears the reversed commission. You are charged commission only on the part of the trip price you retain.
• You cancel for business reasons: you bear the commission associated with the refunded amount, as set out in section 5.
• You cancel because of evidenced weather or other exceptional circumstances: MYMCO bears the reversed commission. You are not charged commission on the amount refunded to the guest.

11. Your own trip terms

You can add your own trip rules on equipment, fitness, group size, itinerary changes and conduct, as long as you show them to the guest before booking. They cannot give a guest fewer cancellation or refund rights than this policy or the law gives them. Where there is a conflict, this policy applies to bookings made through the app.

12. What we record, and how to raise a problem

We log every cancellation: who cancelled, the reason given, the costs you declared and the refund issued. We also watch cancellation patterns. If an unusually high share of your trips is cancelled on weather or exceptional grounds, it goes to manual review and can lead to suspension.

For cancellations, refunds or to challenge a decision we have made, email help@mymcoapp.com. You can contest a decision free of charge for at least six months.