1. Overview

This Refund and Cancellation Policy applies to guided experiences booked and paid for through GoColorado. GoColorado is operated by Clements Holdings, LLC.

Individual guide listings may include additional cancellation terms. Where listing-specific terms apply, they will be disclosed before booking confirmation.

2. Customer cancellation requests

Customers should submit cancellation requests as soon as possible through the available GoColorado support or booking tools.

Refund eligibility may depend on:

• The time remaining before the scheduled experience.
• The cancellation terms shown on the guide listing.
• Non-refundable deposits, permits, reservations, or third-party costs.
• Whether the guide business has already incurred expenses.
• Whether the booking was customized or reserved exclusively for the customer.
• Applicable law and payment-processing requirements.

3. Guide-business cancellations

If a guide business cancels a confirmed booking and an acceptable replacement or rescheduled date cannot be arranged, the customer will generally be eligible for a refund of the amount paid for the canceled service.

GoColorado may review repeated guide cancellations and may suspend listings or accounts where necessary to protect customers and marketplace reliability.

4. Weather, safety, and outdoor conditions

Outdoor experiences may be affected by weather, wildfire, water conditions, road closures, wildlife activity, avalanche risk, public-land restrictions, and other safety concerns.

When an experience cannot safely proceed, the guide business may offer a rescheduled date, alternate experience, account credit, partial refund, or full refund depending on the circumstances and the disclosed listing terms.

A customer’s preference not to participate in otherwise safe and available conditions may be treated as a customer cancellation.

5. Late arrivals and no-shows

Customers are responsible for arriving at the agreed location and time with required clothing, equipment, documentation, and participants.

Late arrivals may shorten or prevent the experience. No-shows and missed departures may be non-refundable, subject to the listing terms and applicable law.

6. Customer eligibility and conduct

A refund may be denied when a customer cannot participate because they failed to satisfy disclosed age, licensing, fitness, equipment, identification, safety, or other eligibility requirements.

A guide business may end an experience without refund where a participant engages in dangerous, unlawful, abusive, intoxicated, or materially disruptive conduct.

7. Non-refundable costs

Certain amounts may be non-refundable when clearly disclosed before purchase, including permit fees, licensing costs, lodging, transportation, equipment reservations, food purchases, special-order items, third-party admission fees, and other unrecoverable expenses.

8. How to request a refund

Customers should contact GoColorado at support@gocolorado.co and provide:

• The customer’s name and account email.
• The booking or payment reference.
• The guide business and experience involved.
• The reason for the request.
• Any supporting messages, photographs, or documentation.

9. Review process

GoColorado will serve as the first point of contact for refund requests. We may review booking details, listing terms, messages, payment records, weather or safety information, and input from the guide business.

GoColorado may approve a full refund, partial refund, credit, rescheduling arrangement, or denial based on the applicable terms and available information.

10. Refund processing

Approved refunds will be submitted through Stripe to the original payment method whenever practical.

After GoColorado submits a refund, the customer’s bank or card issuer controls when the credit appears. Processing times may vary and are outside GoColorado’s direct control.

Refunds generally will not be issued through cash, check, or a different payment method unless required by law.

11. Payment disputes and chargebacks

Customers are encouraged to contact GoColorado before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.

If a payment dispute is filed, GoColorado may provide Stripe and the card issuer with relevant booking, communication, policy, and fulfillment records.

Fraudulent, abusive, or duplicate disputes may result in account restrictions or termination.

12. Guide payouts and refunds

Refunds, disputes, reversals, fees, and payment losses may reduce or delay amounts otherwise payable to a guide business.

Guide businesses agree that GoColorado may recover amounts associated with approved refunds, disputes, chargebacks, duplicate payments, fraud, or payment errors from pending or future payouts where permitted by law and applicable Stripe terms.

13. Policy changes

GoColorado may update this policy as the marketplace, booking process, or legal requirements evolve. The updated date at the top of this page identifies the most recent published version.

14. Contact

Clements Holdings, LLC
Public business name: GoColorado
Denver, Colorado, United States
Email: support@gocolorado.co