Refunds, Returns & Cancellations
All bookings made through WanderHER are subject to the following Refunds, Returns & Cancellation policy. Due to the highly customized nature of our travel experiences and the limited availability of each curated journey, all travelers are expected to review and acknowledge these terms prior to booking. This policy is binding and enforced without exception, unless otherwise determined by the WanderHER Concierge Team.
Trip Deposits
All trip deposits are strictly non-refundable, regardless of circumstance. However, your deposit may be fully transferred to a future trip or converted into non-expiring WanderHER Account Credit for use toward upcoming experiences, merchandise, upgrades, or services. Each traveler is allowed up to two (2) courtesy cancellations in which the deposit may be transferred without penalty, provided no additional payments beyond the deposit have been made.
After two courtesy cancellations, your account will be placed on a Deposit Hold, and all future deposits must be made directly through the Concierge Team. At that time, your deposit amount may increase to 20–50% of the trip’s total price depending on the trip, inventory, and availability. This is to ensure fair access to our exclusive offerings and to maintain respect for the time and resources required to manage late-stage adjustments.
Refund Schedule (Outside of Deposit)
Refunds for trip payments made beyond the initial deposit follow a tiered schedule based on the number of days prior to your trip's start date (defined as the 24-hour window before Day 1 of your itinerary). The refund structure is as follows:
All refunds are processed within 10 business days to the original method of payment, unless an alternative arrangement has been made through the Concierge Team. Refunds will not be issued to third parties under any circumstance. We do not offer cash refunds via check or wire.
Account Credit
Account Credit is issued as part of our flexible cancellation policy and may be used for any future WanderHER trip, product, concierge service, or store item, including shipping. It does not expire, is non-transferable, and is tied to your individual traveler profile. Once applied, Account Credit cannot be converted back to a cash refund. You may use Account Credit in full or in part, and any unused balance will remain available in your profile.
Travel Credit
Travel Credit is a separate benefit, offered in specific cases—for example, to offset transportation costs for guests who live 150 miles or more from our departure point in Dallas/Fort Worth (DFW). The Travel Credit is $300 per traveler and may be issued as either a credit to your WanderHER account or a refund to your original payment method after trip completion.
To receive Travel Credit, you must submit proof of flight or transit purchase, including confirmation details and a receipt, to our Concierge Team prior to departure. Credits are disbursed within 10 business days following the conclusion of your trip, once documentation has been verified. If no documentation is submitted, no credit will be issued.
Waitlist Acceptance & Late Additions
Travelers accepting a spot from the waitlist less than 90 days prior to a trip must submit a 30% payment of the total trip price within 48 hours to reserve their place. The remaining balance is due within 60 days. This 30% payment is non-refundable, but it may be transferred to Account Credit if the traveler cancels prior to trip departure. Failure to meet the 60-day payment deadline will result in forfeiture of the reservation and potential reassignment to another waitlisted guest.
Please note: WanderHER does not accept new waitlist enrollments within 90 days of a trip’s start date, unless approved directly by the Concierge Team under special accommodations.
Cancellations, Communication & Exceptions
To initiate a cancellation, you must notify the WanderHER Concierge Team in writing at your earliest convenience. The time of cancellation will be based on the timestamp of your written request, not the date of any conversation, inquiry, or phone call. This ensures consistency and fairness in how refund tiers are applied. Please use Cancellation Request to submit an automated request to our team or contact our team at concierge@wanderhertvl.com
Exceptions to this policy may be made at the sole discretion of WanderHER, in rare and extraordinary circumstances. These may include documented medical emergencies, natural disasters, or government-imposed travel restrictions. Requests for exceptions must include supporting documentation and will be reviewed on a case-by-case basis.
Refunds for On-Trip Services & Purchases
During your WanderHER journey, you may have the opportunity to enhance your experience with additional services, upgrades, or purchases—ranging from spa appointments to curated excursions, private dinners, or exclusive on-location merchandise. These moments are arranged with great care and often through trusted local partners.
Because of the personalized and time-sensitive nature of these offerings, all on-trip purchases and service add-ons are considered final once confirmed.
Requests Made While Traveling
If you encounter an issue with any product or service while traveling, your first point of contact is your assigned Concierge. They are empowered to address concerns, escalate matters when needed, and resolve eligible refund or service issues in real time.
You may reach your Concierge directly using the phone number provided at the start of your trip. For immediate needs (e.g., service not delivered as described, booking errors, or urgent dissatisfaction), same-day communication is required so we can intervene and offer resolution wherever possible.
Requests Made After You Return Home
If you’ve already returned home and have questions or concerns regarding a service or purchase made during your trip, please contact your Concierge via the direct email address provided. Requests must include:
A clear description of the issue or concern
Any receipts or proof of purchase (where applicable)
Photos or documentation, if available
Your Concierge will review the details and respond within 3–5 business days. Please note that not all services are eligible for refund once delivered, but we will always advocate on your behalf with our partners when appropriate.
Non-Refundable On-Trip Purchases
The following are typically non-refundable, unless a service was not delivered at all or was significantly misrepresented:
Spa treatments and wellness services
Excursion fees or private activity bookings
In-destination merchandise (clothing, artisan goods, etc.)
Food, beverage, or culinary experiences
Tips, gratuities, and optional enhancements
Final eligibility for refunds is determined at the discretion of WanderHER and/or our service partners based on local terms.
Merchandise Returns
To qualify for a return, items must meet all of the following conditions:
The item was purchased within the last 30 days.
It remains unused, unworn, and in its original packaging.
It is not excluded by the conditions outlined below.
Returns must be initiated by sending a clear written request to concierge@wanderhertvl.com. Once your request is approved, we will provide return instructions. You are responsible for all costs and risks associated with returning the item. For your protection, we recommend using an insured, trackable mail service. We cannot issue a refund without physical receipt of the item or proof of successful delivery.
Refunds will be processed to the original payment method within 10 business days of receiving and inspecting the returned item. You will not incur any additional processing fees.
Non-Returnable Items
Certain products are not eligible for return. These include:
Items that have been customized, personalized, or made-to-order.
Items that are no longer in their original condition or packaging.
Perishable goods, or items with an expiration date that has passed.
Items unsealed after delivery that are not suitable for return due to health or hygiene reasons.
Goods that, by nature, are inseparably mixed with other items after delivery.
We reserve the right to refuse returns that do not meet these conditions or appear used, altered, or damaged.
Gifts
If the item was marked as a gift and shipped directly to you, you will receive a WanderHER gift credit for the value of the returned item. Once the return is received and approved, a digital gift certificate will be emailed to you.
If the gift was sent by another party and not marked as a gift, the refund will be issued to the original purchaser’s payment method.
The Layover: Refund & Cancellation Policy (Subscription Service)
Billing & Subscription Terms
Subscriptions to The Layover are billed quarterly. Your card on file will be automatically charged every 3 months on your renewal date.
By subscribing, you agree to recurring billing until you choose to cancel.
You may manage or cancel your subscription at any time via your account or by emailing the Concierge Team at concierge@wanderhertvl.com.
Cancellation Policy
To avoid being charged for the next box, cancellations must be submitted at least 7 business days prior to your next billing date.
If you cancel after your billing date, your cancellation will apply to the following quarter. Your current box will still be shipped as scheduled.
Refunds
All payments for The Layover are non-refundable once processed. This includes automatic renewals and one-time purchases.
We do not offer refunds or exchanges for returned or unwanted items in the box.
If your box arrives damaged or incomplete, please notify us within 5 business days of delivery. We’ll gladly replace any missing or damaged items at no cost.
Shipping & Delivery
Boxes ship within 10–14 business days after each billing cycle.
Shipping times may vary slightly based on product availability and carrier schedules.
You'll receive a confirmation and tracking email once your box is on the way.
Gifting & Transfers
Subscription boxes may not be transferred between users once an order is processed.
To send The Layover as a gift, please select the "Gift Subscription" option at checkout to ensure accurate delivery and presentation.
Returning Goods
All returns should be sent to the following address:
P.O. Box 171526
We are not responsible for items lost or damaged during return shipment. We encourage you to use a trusted carrier with shipment tracking and insurance coverage.
