Cancellations & refunds

The short version

Lessons: cancel at least 48 hours before the lesson starts for a full refund. Later than that, or if you don’t turn up, there’s no refund.
Gear rental: cancel at least 24 hours before the rental starts for a full refund. After that there’s no refund.
If the instructor or shop cancels, or can’t provide what you booked, you always get a full refund.
Something went wrong at the lesson? Report it within 12 hours of the lesson ending.

How to cancel

Email banskoski.bookings@gmail.com with your name and the date of your booking, or reply to your confirmation email. The time we receive your email is the time of cancellation. All times are local time in Bansko (Eastern European Time).

Ski and snowboard lessons

48 hours or more before the start of your first lesson: full refund.
Less than 48 hours before, or not turning up: no refund. The instructor has kept that time for you. If you’re ill or injured, contact us anyway: we’ll ask the instructor whether the lesson can be moved, though we can’t promise it.
Arriving late: the lesson still ends at the booked time.
The instructor declines or cancels: full refund.
The instructor doesn’t turn up, or the lesson isn’t what you booked: use “Report a problem” on your booking page (the link is in your confirmation email) within 12 hours of the lesson ending. The instructor’s payment is put on hold while we look into it, and if the lesson didn’t take place as booked, we refund you in full.

Weather and lift closures

Lessons go ahead in normal winter weather. Your instructor decides whether conditions are safe; if they cancel for safety, you get a full refund.
If the resort closes all its lifts on the day of your lesson, we’ll help you move it to another day of your stay. If that isn’t possible and none of your booking has taken place, we refund it in full. For a multi-day booking that has already started, we’ll help you move the lost time to another day of your stay.

Gear rental

24 hours or more before the rental starts: full refund.
Less than 24 hours before, or not collecting the gear: no refund, because the shop has set the gear aside for you.
Returning gear early: no refund for unused days.
The shop cancels, or can’t provide the gear you booked: full refund. Tell the shop straight away, then email us.
Damage, loss and deposits are covered by the shop’s own rental conditions.

How refunds are paid

Refunds go back to the card or account you paid with (including Revolut Pay or Satispay), through Stripe. We start them as soon as a cancellation is agreed; your bank usually shows the money within 5 to 10 working days. We don’t charge any cancellation fee.

Your legal rights

Lessons and rentals are leisure services booked for specific dates, so the 14-day right of withdrawal for online purchases doesn’t apply to them. This policy gives you the cancellation rights above instead, and it doesn’t affect your other rights as a consumer. See our Terms of use & booking.