Please note that the following only applies to customers with Yuup user accounts and not customers who have checked out as 'guests' and are yet to sign up to register with Yuup as a user. If you did check out as a guest and did not set up your password after making a purchase, please follow these instructions on how to reset your password.
To reschedule or cancel a Yuup booking you will need to Login from the Home Page by clicking the button in the top right of the screen.
Once you are logged in to your User Account, you should now see your initials in the top right of the screen, replacing where the Login button once was. When you click on this, you’ll be redirected to Your Experiences.
On this page, you'll be able to view your upcoming experiences and their current status/statuses. You will also be able to either View and edit booking or, if unscheduled, schedule now which gives you the option to choose a date from the host's availability.
Scheduled Bookings
If you have booked onto a specific date, click on View and edit booking. This will open a new page showing you details of your booking including the date, time, address and instructions from the host. At the bottom of this page, you will be able to see the option to Request a new date from the host’s listed availability to replace the original choice. The booking will then require confirmation from the host to accept the new date you have requested.
Or you can choose to Cancel your booking and receive a refund which will be issued automatically, provided you have given sufficient notice regarding the host’s cancellation policy. Refunds may take 7 to 10 working days to be processed.
The option to Request a new date will not appear if you are outside of the host's cancellation period. Likewise, if you need to cancel your booking outside of the cancellation period, you will not receive a refund. A pop-up will appear notifying you that you are not entitled to a refund and if you still wish to cancel.
Please note that once you cancel your booking, you will not be able to reschedule your booking.
Unscheduled Bookings
If you’re scheduling a booking without a date, the steps will be the same, however, instead of View and edit my booking you will see a Schedule now button to click on.
Once you do, you'll be redirected to a web page showing details of your booking. There, simply click the button to Pick a date and choose from the host’s listed availability on the calendar.
Gift Bookings and Gift Credit
Gifted experiences can be rescheduled if the customer gives notice in line with the host's cancellation policy. However, gift bookings are non-refundable and expire 1 year from the date of purchase. Once the gifted experience expires, a refund is automatically triggered, minus a 20% cancellation fee.
Gifted credit can be used to purchase any experience on Yuup however it can't be used to purchase further gift vouchers. Gifted credit is also non-refundable and expires 1 year from the date of purchase. For gifted credit, there is no refund triggered after the expiration date.
