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Last updated: August 5, 2026
This policy explains how cancellations, changes, and refunds are handled for bookings made through Vamos A Venezuela (“VAV,” “we,” “us”). It supplements our Terms of Service (see Section 5, “Cancellations & Refunds”) and applies to bookings paid by credit or debit card via Stripe, as well as bookings paid by Zelle or USDT. Where this policy and the Terms of Service conflict, the Terms of Service govern.
Each listing on VAV displays a cancellation policy set by its provider. Check the policy shown on the listing and at checkout before you book: it is the provider's statement of what they will accept, and it is the basis on which we resolve anything handled by hand.
The day ranges above describe the general shape of each tier, not a platform-wide rule, and they are not yet what our automated refunds apply. Today, when a booking is cancelled through the self-serve flow described in Section 9, the refund we issue is the full amount you paid for that booking, whichever tier the listing shows. Tier-aware refunding is not built yet. Until it is, the tier tells you what the provider's policy is — it does not reduce what our system returns to you, and we will not quietly refund you less than this page says.
VAV charges a service fee, disclosed at checkout, on every booking. Today that fee is included in the refund: our refunds return the full amount charged to you, the service fee among it. If we ever start retaining the fee on a cancellation you initiate, we will say so on this page and at checkout before it applies to any booking you make.
How a refund reaches you depends on how you paid, and the two are not equally automated today:
If you paid by Zelle or USDT, email us at legal@vamosavenezuela.com with your booking reference, before or after cancelling, and we will arrange the return by hand and confirm the amount and destination with you first. For USDT, blockchain network (gas) fees already spent are not reversible.
How long a refund takes depends on the payment method and, for cards, on your own bank — card refunds are initiated by us but posted by your issuer, so the credit can appear some days after we release it. We have not published a guaranteed turnaround for any method, and we would rather say so than quote a figure we cannot hold ourselves to. Your cancelled booking and its status stay visible in Trips. If a refund has not reached you within a reasonable time for your payment method, contact us with your booking reference and we will chase it. (Trips opens with the rest of the account area at launch — see Section 9.)
Packages booked through a travel agent are held under the agent escrow flow described in Terms of Service Section 4, and a cancellation before release is refunded from escrow. Bookings made directly with a provider are not held in escrow: the payment is captured when you book, and a refund is a reversal of that charge rather than a release of held funds.
If a provider cancels your confirmed booking, or fails to honor it (a “no-show” on their part), you are entitled to a full refund of everything you paid, the VAV service fee included. There is no automated provider-cancellation flow yet: contact us with your booking reference and we will process it ourselves. Where reasonably possible, we will also help you find a comparable alternative for your dates. Repeated provider cancellations may result in removal from the marketplace under our Terms of Service.
Where a booking cannot be honored because of events outside a provider's or VAV's reasonable control — including severe weather, natural disaster, civil unrest, fuel or transport shortages, government travel restrictions, or similar disruption — we will work in good faith with you and the provider toward a rebooking, credit, or refund. Outcomes may vary by situation and are not guaranteed to be a full refund when the provider has already incurred non-recoverable costs on your behalf.
Date changes, party-size changes, and partial cancellations (e.g., reducing the number of nights or travelers) are treated as a cancellation of the affected portion and are agreed case by case against the listing's stated tier (Section 2) — there is no self-serve flow for a partial change. Contact the provider directly through the messaging or WhatsApp thread tied to your booking, or reach VAV support, as early as possible — most cutoffs are measured from the time a change is requested, not from your original booking date.
If you and a provider disagree about a cancellation or refund, write to us at legal@vamosavenezuela.com with your booking reference and what happened. There is no in-platform dispute form for travelers — the one that exists today serves travel agents. Raise it with us as soon as you can, and within 14 days of the experience: after that the evidence on both sides is usually gone and there is little we can do. We will review what both sides give us and decide, and where the money is still held by us that decision determines where it goes. Opening a card chargeback with your bank instead may delay resolution and can result in suspension of your account while the chargeback is investigated.
Once the site is open, confirmed bookings can be cancelled from your account without contacting us first. Until launch day, the account area is still behind our pre-launch countdown: the steps below describe the flow you will use, and while the countdown is up, cancel by emailing us instead — see the end of this section. Clicking through to Trips before launch will land you on the countdown page rather than your booking.
For anything the self-serve flow does not cover — a booking that is not yet confirmed, a date or party-size change (Section 7), a cancellation inside the final day before the start date, or one after it — message the provider through your booking's WhatsApp or message thread, or reach us through the contact page with your booking reference.
For cancellation or refund questions:
