Rescheduling or Canceling Your Booking

Need to change or cancel a booking you with a provider that uses Peek Pro? This guide explains how the process works and who to contact.

Because Peek Pro is the software that manages the booking (not the operator of the activity), all schedule changes, cancellations, and refund decisions are handled directly by the experience provider — the business hosting your tour, rental, or activity.

They are the only ones who can update your reservation or apply their policies. Each experience is managed by an independent business. 

These operators set:

• Their own availability

• Rescheduling rules

• Cancellation windows

• Refund policies

For this reason, our support team cannot edit or cancel bookings on their behalf. They also manage capacity, add-ons, and any adjustments to your experience. Only the experience provider can confirm a new date or time, move you to a different location, add time to an experience, or reassign a ticket. Our support team can introduce you to the operator or forward your request, but we cannot modify bookings ourselves.

To make any changes, you’ll need to contact the experience provider directly using the contact information in your confirmation email.

Topics in this article: 

Rescheduling Your Booking
Canceling Your Booking
Where to Find the Provider’s Cancellation Policy
Peek Protect Bookings
Need Help Finding the Operator’s Email?
 

Rescheduling Your Booking

To reschedule:

1. Find the operator’s confirmation email
   This email includes their name, contact information, and instructions for your experience.

2. Reach out to them directly
   Review the booking confirmation email details or reach out to the operator. They can tell you if alternative dates or times are available and whether any fees apply.

If the provider has enabled the Customer Portal or Self-Reschedule 

Your confirmation email may include a link to your Customer Portal, where you may be able to:

• View booking details

• Sign waivers

• Reschedule your booking (only if the provider allows this feature)

If rescheduling is not available in the portal, the provider will still need to assist you directly.

Canceling Your Booking

Cancellation policies vary widely between businesses. Some providers allow free cancellations within a certain window; others may be non-refundable.

To cancel:

1. Open the experience provider’s confirmation email

2. Contact them directly using the phone number or email listed

3. They will explain your cancellation options and—if eligible—any refund process

Peek.com cannot override operator policies or process refunds on their behalf.

Where to Find the Provider’s Cancellation Policy

You may find policy details in:

• The provider’s confirmation email

• Your Customer Portal (if enabled)

• The provider’s website—often under “Terms,” “Policies,” or “FAQs”

• The checkout page you reviewed when booking

If you cannot locate the policy, the provider can explain it directly when you contact them.

Peek Protect Bookings

If you purchased Peek Protect at checkout:

• Refunds are issued by Peek Protect 

• Use the Peek Protect link found in your confirmation email to begin your claim

More details: How do I Cancel a Booking Covered by Peek Protect?

Need Help Finding the Provider’s Email?

If you're unsure how to locate the provider’s confirmation email or contact information, see: I Have Questions About My Peek.com Booking.

This article walks you through where to look and how to find the correct contact details.