FILM TRIPS — CANCELLATION & REFUND POLICY
Effective: 07-24-2026
This Cancellation & Refund Policy (“Policy”) applies to all bookings made through Film Trips LLC (“Film Trips”). By completing a booking through the Film Trips platform, you agree to this Policy. Capitalized terms used here have the meanings given in the Film Trips Terms of Service.
All cancellations must be requested through Film Trips and processed by a Film Trips administrator. Clients and Attendees may not cancel bookings directly through the platform. To request a cancellation, contact Film Trips at hello@filmtrips.co.
- Standard Private Bookings — Client Cancellations
1.1 Cancellations 72 or More Hours Before the Experience
Clients who cancel a confirmed booking 72 or more hours before the scheduled experience start time are eligible for a full refund, including the 5% platform booking fee. Film Trips will approve eligible requests and process the refund within [1 business day] of receiving your request.
To request a cancellation, email hello@filmtrips.co with your booking confirmation number and the reason for cancellation.
1.2 Cancellations Within 72 Hours of the Experience
Cancellations requested within 72 hours of the scheduled experience start time are reviewed by Film Trips on a case-by-case basis. During Film Trips’ current operating phase, these are generally approved. Film Trips reserves the right to deny refund requests that appear to be in bad faith or where the creator has already substantially prepared for the experience.
1.3 Same-Day Cancellations
Cancellations requested on the day of the scheduled experience are not refundable. The creator’s time is fully protected once the booking date arrives.
1.4 No-Shows
A no-show occurs when the Client:
• Fails to attend the Film Trip at all.
• Arrives more than 30 minutes after the scheduled start time without prior communication with the creator through the Film Trips platform.
• Goes to the wrong location due to their own error.
No-shows are 100% non-refundable. Film Trips will not process refunds for no-shows absent documented extraordinary circumstances as described in Section 8 (Emergency Exceptions).
1.5 Post-Completion
Once Film Trips marks a booking as complete and releases held funds to the creator, cancellation is no longer available. Content delivery concerns after completion are handled through the dispute process in Section 6 of this Policy.
- Creator Cancellations & Rescheduling
2.1 Creator-Initiated Cancellation
If a Creator cancels a confirmed booking at any time before the experience, the Client receives a full refund automatically, including the platform booking fee. Film Trips will notify the Client promptly and assist in finding an alternative creator where possible.
2.2 Creator Rescheduling
If a Creator needs to reschedule due to weather, emergency, venue issues, illness, or other qualifying circumstances, the Client may choose:
• Full refund — processed by Film Trips from held funds; or
• Free reschedule — the booking is moved to a new agreed date at no additional charge.
The Client must communicate their choice to Film Trips at hello@filmtrips.co within 48 hours of being notified of the reschedule. If no response is received within 48 hours, Film Trips will process a full refund by default.
- Ticketed Events — Cancellations & Refunds
3.1 Attendee-Initiated Cancellation
Individual ticket purchases for Ticketed Events are non-refundable once purchased. Because Ticketed Events involve commitments to multiple Attendees and the Creator simultaneously, Film Trips cannot issue refunds for individual Attendee cancellations.
The only exceptions are Creator cancellation or rescheduling (Sections 3.2 and 3.3) and documented emergencies (Section 8).
3.2 Creator-Initiated Cancellation of a Ticketed Event
If a Creator cancels a Ticketed Event at any time before the event date, Film Trips will:
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Process full refunds to all registered Attendees from held ticket funds.
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Notify all Attendees by email within [2 business days] of the cancellation.
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Assist the Creator in rescheduling if the Creator chooses to reschedule rather than cancel.
3.3 Ticketed Event Rescheduling
If a Creator reschedules a Ticketed Event rather than cancelling it:
• All Attendees are notified within 2 business days of the rescheduled date.
• Attendees who cannot attend the new date may request a full refund within 5 business days of the reschedule notification by emailing hello@filmtrips.co.
• Attendees who confirm attendance at the new date keep their tickets. No refund is issued for confirmed reschedules.
• Attendees who do not respond within 5 business days will be assumed to be attending the rescheduled event.
3.4 Ticketed Event Ticket Transfers
Tickets for Ticketed Events are personal and non-transferable. Film Trips does not process ticket transfers between individuals for Ticketed Events.
3.5 Force Majeure — Ticketed Events
If a Ticketed Event cannot proceed due to a Force Majeure Event as defined in the Terms of Service (Section 7), Film Trips will work in good faith to facilitate rescheduling or process full refunds from held ticket funds. Neither the Creator nor Film Trips is liable for losses caused by a Force Majeure Event.
- Invoice Projects — Cancellations
Cancellations for Invoice Projects (direct billing arrangements between Film Trips LLC and a Client) are handled on a case-by-case basis at Film Trips’ reasonable discretion. Film Trips will issue a written determination on any Invoice Project cancellation request within [5 business days].
Refund eligibility for Invoice Projects depends on:
• Work already completed or committed to by the creator at the time of the cancellation request.
• Third-party costs incurred by Film Trips on the Client’s behalf.
• The timing of the cancellation relative to the project start date.
- Weather Policy
Film Trips experiences take place outdoors, indoors, and in natural environments. Weather conditions alone do not automatically qualify for cancellation or refund.
5.1 Non-Refundable Weather Conditions
The following do not qualify for cancellation or refund unless the Creator independently decides to cancel:
• Cloudy skies or overcast lighting.
• Light rain or drizzle.
• Humidity, general heat, or cold within normal seasonal ranges.
• Light to moderate wind.
5.2 Unsafe Weather — Creator May Cancel
Creators may cancel or reschedule due to unsafe weather conditions, including:
• Lightning or active electrical storms.
• Heavy rain or severe storms.
• Active hurricane or tropical storm advisories.
• Unsafe flooding in the experience area.
• Extreme cold or heat advisories issued by local authorities.
If a Creator cancels for weather safety, Clients or Attendees receive a full refund or reschedule option per Sections 2.2 or 3.3 of this Policy. Film Trips will honor all weather-based Creator cancellations made in good faith without requiring documentation.
5.3 Creator Weather Discretion
Film Trips does not independently assess weather safety or override Creator decisions on weather. Creators have sole discretion to cancel for weather on the day of the experience. Clients who disagree with a Creator’s weather assessment should contact Film Trips at hello@filmtrips.co; however, Film Trips will not force a Creator to proceed with an experience they have deemed unsafe.
- Content Delivery Disputes
6.1 Dispute Window
If you believe the creator did not deliver content as agreed, you must submit a formal dispute to Film Trips within 14 calendar days of receiving platform notification that the creator has marked the booking as delivered, or within 30 calendar days of the experience date, whichever comes first.
Disputes submitted outside this window will not be reviewed. Held funds release to the creator automatically 14 days after the creator marks the booking delivered — Film Trips cannot reverse a completed payout.
6.2 How to Submit a Dispute
Email hello@filmtrips.co with the subject line “Content Delivery Dispute” and include:
• Your booking confirmation number.
• A clear description of what was agreed vs. what was delivered.
• Any supporting evidence (screenshots, delivery records, platform communications).
6.3 Dispute Process
Film Trips will:
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Acknowledge your dispute within [2 business days].
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Notify the creator and collect their response within [3 business days].
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Issue a moderation decision within [7 business days] of receiving both parties’ submissions.
Film Trips’ moderation decisions are final for disputes under $500. Disputes above this threshold may be escalated through the arbitration process in the Terms of Service Section 20.
6.4 Possible Outcomes
• Full refund — if the creator failed to deliver any agreed content.
• Partial refund — if content was partially delivered or materially deficient relative to what was agreed.
• Full release to creator — if Film Trips determines the content was delivered as agreed.
6.5 What Does Not Qualify for a Dispute Refund
The following do not constitute valid grounds for a content delivery dispute:
• Dissatisfaction with the creator’s editing style or aesthetic choices.
• Preference for more photos or longer video than was delivered.
• Unflattering lighting, weather conditions, or environment in the content.
• Content that matches the agreed brief but is not to personal taste.
• Delayed delivery by the creator that does not exceed the creator’s stated delivery timeline.
- Venue, Partner & Location Issues
Some Film Trips experiences are held at partner venues, studios, or community business locations. Film Trips is not responsible for third-party venue closures or operational failures; however, we will work in good faith to support affected Clients and Creators.
7.1 Venue Cancellation
If a venue cancels or becomes unavailable for a confirmed booking, the Creator should notify Film Trips as soon as possible. Clients or Attendees will receive:
• A full refund, or
• A reschedule option at an alternative location, if the Creator is able to arrange one.
Film Trips will treat venue cancellations the same as Creator cancellations for refund purposes.
- Emergency Exceptions
Film Trips may approve refunds outside the standard policy timeline for genuine documented emergencies, including:
• Hospitalization of the Client, Attendee, or an immediate family member.
• Documented severe illness preventing attendance.
• Death of an immediate family member.
• Creator medical emergency preventing the experience from occurring.
To request an emergency exception, email hello@filmtrips.co as soon as possible with a brief explanation. Film Trips may request supporting documentation (e.g., a hospital record, physician’s note, or obituary). Film Trips will review and respond within [3 business days].
Emergency exceptions are granted at Film Trips’ sole discretion and are not guaranteed. Approval of one emergency exception does not create an obligation to approve future requests.
- Booking Transfers
Clients may transfer a confirmed standard private booking to another adult (18 or older) up to 72 hours before the scheduled experience start time.
To request a transfer, email hello@filmtrips.co with:
• Your booking confirmation number.
• The full name and contact information of the person you are transferring to.
• Confirmation that the transferee is 18 or older and agrees to the Film Trips Terms of Service.
Ticket transfers for Ticketed Events are not permitted. Tickets are personal and non-transferable.
- Partial Refunds & Platform Credits
Film Trips does not issue partial refunds for:
• Late arrival by the Client or Attendee.
• Arrival at the wrong location due to Client or Attendee error.
• Dissatisfaction with lighting, weather, or environmental conditions.
• Personal dislike of the creator’s content style.
• Missing part of the Film Trip for personal reasons.
Film Trips does not currently offer platform credits or vouchers in lieu of refunds. All approved refunds are issued as monetary refunds through Stripe to the original payment method.
- Platform Fees on Refunds
When a full refund is approved, Film Trips refunds the entire amount charged at booking, including the 5% client-side platform booking fee. Film Trips absorbs Stripe’s payment processing fee and does not pass this cost on to the Client.
- Chargebacks & Payment Disputes
12.1 Contact Film Trips First
By booking through Film Trips, you agree to contact Film Trips at hello@filmtrips.co and give Film Trips a reasonable opportunity to resolve your concern before filing a chargeback or payment dispute with your card issuer or bank. Film Trips is committed to resolving legitimate disputes quickly.
12.2 Film Trips’ Response to Chargebacks
If a chargeback is filed in violation of this Policy, Film Trips may submit the following evidence to the card issuer:
• Booking confirmation and payment records.
• Platform communication history between Client and Creator.
Content delivery records and platform activity logs.
• Policy agreements accepted at account creation or booking checkout.
Filing a chargeback in bad faith, or without first contacting Film Trips, may result in suspension or permanent termination of your Film Trips account.
- Policy Updates
Example: You paid $210 for a booking ($200 creator rate + $10 platform fee). If a full refund is approved, you receive $210 back to your original payment method.
Updates to this Policy do not apply retroactively to bookings confirmed prior to the effective date of the update. Continued use of the Platform after the effective date constitutes acceptance of the revised Policy.