Cancellation policy

We don't take prepayment, so you can cancel a request without penalties and without losing money. Here is how it works in practice and how we can help if something goes wrong.

If you change your mind or your plans change

Message the driver or guide on WhatsApp, in the same chat where you made the arrangement. The sooner, the better: they plan their time and their car around your trip, and a heads-up is simply a matter of respecting that.

• No penalties. You paid nothing in advance, so there is nothing to pay for cancelling.
• Let them know at least 24 hours ahead where you can. This is a suggestion, not a rule: the earlier you tell them, the better the chance they can fill that time with another trip.
• If someone keeps sending requests and not turning up without warning, it damages trust in the whole service. In that case we may stop them from sending new requests.

If the driver or guide cancels

It happens: a breakdown, bad weather, something unexpected. Press "No response?" on your request page or write to us through the form on the contacts page. We'll help you find a replacement if one is available, or suggest the closest alternative.

If you paid a deposit directly to the driver or guide

Sometimes a driver or guide may ask for part of the payment upfront, directly and outside the website. That is an arrangement between you and them, and Mituda is not involved. In that case they set the refund terms. Before you pay, ask what happens if you cancel and keep their answer in the chat.

What Mituda can and can't do in a dispute

We can:

• contact the driver or guide and find out what happened;
• suggest a replacement if a suitable one is available;
• remove someone from the catalogue if it keeps happening.

We can't:

• refund your money: we never received it, you paid the driver or guide directly, and we are not a party to that deal.

We are not dodging responsibility. This is simply how a service without prepayment works: we don't hold your money, so we can't decide what happens to it. What we do have is a record of your request, and we're ready to step in if talking to the driver or guide hasn't solved things.

Seasonal closures

Some places in Georgia are seasonal: mountain passes into Tusheti and Svaneti close in winter, for example, and the beach season in Batumi is limited. If you send a request for a time when a destination is closed, we'll tell you straight away. We'll suggest an alternative that's open now, or take your contact so we can let you know when the season opens. That isn't a cancellation on your part, just how the destination works.