This Pricing and Cancellation Policy applies to www.citysurfing.com operated by Citysurfing LLC of 7901 4th St N, STE 300, St. Petersburg, FL 33702, USA (hereinafter "Citysurfing" or "we").
It is your responsibility to familiarize yourself with this policy. By purchasing services through the Citysurfing website, you indicate that you have read this policy and that you agree with and fully accept the terms of this policy. If you do not agree with or fully accept the terms, we ask that you do not use the services offered.
Published Rate, Customized Offer and Payments
On Citysurfing service providers are free to determine and publish a rate for their services when they first create their listing on Citysurfing. This rate is an estimated service fee you can expect to pay when booking their service.
When receiving a booking request, the service provider is free to evaluate the received request and then create a customized offer.
The final offer will include the service providers published rate and any additional expenses that may occur such as transportation costs, participant fees, entrance fees, food and drink, or any third-party services that are necessary to be included in the services.
Lastly, each host can decide how he/she will receive payments for their services.
Prepay at Booking
If a service providers listing states “Prepay at Booking” you will need to prepay for the offer when you finalize your booking. Accepting pre-payments is a fully automated booking experience, so neither the Guest nor the Service Provider need to worry about the money when they meet.
When using the “Prepay at Booking” feature, the Guest enters his/her payment information and after the payment is charged and authorized the booking is completed. For service providers that choose to be prepaid before the meeting, there is a 14.5% booking fee. The fee is paid by the guest.
Naturally, where the “Prepay at Booking” feature is used the Citysurfing Cancellation policy applies.
Pay at Meeting
If a service provider's listing states, “Pay at Meeting”, the Guest will be required to make the offer payment to the host in the local currency during the scheduled meeting.
Accordingly, no booking fee is charged and the Citysurfing Cancellation policy does not apply, nor can we offer any protection in the unlikely event that things do not go as planned.
Cancellation Policy
Cancellations are inconvenient for both the service provider and guest, however we realize that emergencies do occur. If you need to cancel a confirmed booking, you should first attempt to reschedule your appointment with your service provider. If you are unable to reschedule, then you should initiate a cancellation by sending your him/her a message using the Citysurfing message system and send a copy of your cancellation request to support@citysurfing.com.
Guest Cancellation
As per the Terms of Service, for prepaid bookings on Citysurfing, a guest can cancel a reservation up to 3 days (72 hours) before the scheduled appointment. Any confirmed and paid booking cancellation must be initiated by contacting your service provider directly via the Citysurfing message system.
3 days before – If a guest cancels before the 72 hour cancellation deadline, Citysurfing will refund 100% of the booking payment less the Citysurfing service fee which is non-refundable.
Within 3 days -If a guest cancellation request occurs anytime within 72 hours of their appointment, the booking payment is non refundable.
Service Provider Cancellation
As per the Citysurfing Terms of Service, if a service provider cancels at any time a guests is entitled to a 100% refund for pre-paid bookings less the Citysurfing service fee.
No Show
A Guest is entitled for a refund of 100% of the booking payment if a service provider fails to meet at the time of booking (“No show”) or is more than 30 minutes late (“late arrival”). Please email support@citysurfing.com within 24 hours after the end of the meeting to initiate a dispute.
A service provider is entitled for the full price of the booking if a Guest fails to arrive at the time of booking (“No show”) or is more than 30 minutes late (“late arrival”). Please email support@citysurfing.com within 24 hours after the end of the meeting to initiate a dispute.
Chargebacks
We expect our Users to contact us before making any Chargeback requests. We will investigate any Chargeback requests made by you and in response will inform your issuing bank whether any Service or Transaction has been cancelled. We reserve the right to suspend a user’s account and lock User's Funds during the chargeback investigation procedure.
Does this policy change?
We may update our Pricing & Cancellation Policy from time to time. This might be for a number of reasons, such as to reflect a change in the law or to accommodate a change in our business practices and the way we operate. We recommend that you check here periodically for any changes to our Pricing and Cancellation Policy.
Who should I contact for more information?
If you have any questions or comments about our Pricing and Cancellation Policy or wish to exercise your rights under applicable laws, please contact us using support@citysurfing.com.