Cancellations & refunds

Last updated 21 October 2026

Booking types

• Free reservation: you pay nothing and can cancel any time in the booking.
• Pay on site: you pay a So Social access fee by card in the app (set automatically from the venue's average spend — partners cannot change it). The venue bill is paid directly to the venue, on site. The access fee is refunded per the booking's saved rule below. So Social cannot refund money you paid directly to the venue.
• Paid through So Social: you pay the full ticket price by card (Stripe). So Social keeps a fixed 10% and the venue receives 90%. It is refunded per the booking's saved rule below, with the venue's share reversed proportionally.
• A partner's own booking link: nothing is paid through So Social, and that business's own terms apply.

The saved rule

• Before you pay, the booking shows its cancellation deadline. That rule is saved with your booking — later edits to the listing never change it.
• Standard rule: 100% refund if you cancel at least 7 days before the start. A host may instead set a free-cancellation window in hours and/or a lower refund percentage — whatever is shown at checkout applies.
• After the deadline, no refund.
• If the experience sells out while your payment is processing, you get a full refund automatically.
• Refunds go back to the card you paid with. Refunds typically arrive 5–10 business days after they are started, depending on your bank. Where the law requires a refund, we start it within the legal deadline.
• Dated experiences: where a booking qualifies as a leisure service for a specific date under applicable law (for example, under the UK Consumer Contracts Regulations 2013), the statutory 14-day cancellation right may not apply to it — the saved booking rule above applies instead in those cases. Statutory rights prevail wherever they do apply, so the exception is not automatic in every country. This exception does not apply to memberships.
• No-shows: a confirmed booking with no recorded arrival becomes a no-show 3 hours after the end. No separate no-show fee is charged.

If the venue cancels

If a venue or host cancels your experience, you get a full refund of everything you paid So Social for it (ticket price or Pay on site access fee). Contact Support and we will process it — the app does not issue these refunds automatically. Money paid directly to the venue on site is the venue's to refund.

Memberships

Membership purchases and renewals work as set out in our Terms of Use: iOS memberships are billed, managed and refunded through your Apple ID, and web memberships renew automatically with a 72-hour grace period if a renewal payment fails. Membership payments are separate from bookings and are not refunded under the booking rules above.