Last updated: October 21, 2026
We know plans change. This policy explains how to cancel or change a Le Way Go booking and how refunds work.
On this page
The short version
- Cancel up to 24 hours before departure: full refund.
- Cancel less than 24 hours before departure, or miss your departure: no refund and no change.
- Change your date or time for free up to 24 hours before departure, if the new time is available.
How to cancel or change
Online: open Manage My Booking (the button in your confirmation email, or with your booking reference and email) to cancel, or to change your date or time, up to 24 hours before departure. You can also contact us by phone, text or email with your booking reference: (646) 279-7493 or [email protected].
The 24 hours are counted from your departure time, in the local time of the city of your tour (Eastern Time for New York, Pacific Time for San Francisco). We use the time we receive your request.
Refunds
We refund the full amount to the card you paid with. It usually reaches your account within 2 to 7 business days, depending on your bank and our payment provider.
Changing your booking
You can change the date, time or number of guests up to 24 hours before departure, subject to availability. If the new booking costs more, you pay the difference. If it costs less, we refund the difference.
Removing guests from a booking follows the same rule: free up to 24 hours before departure.
If your departure is no longer available
We buy your official ticket from the operator right after you book. Rarely, a departure sells out in the meantime. If that happens, we contact you right away and you choose:
- another departure time,
- a similar ticket (for example General Admission instead of Pedestal) with a refund of the price difference, or
- a full refund.
If the operator cancels
Ferries and attractions can close or cancel departures because of weather, security or other reasons outside our control. If your departure is cancelled by the operator, you can choose a new date or a full refund.
Packages and partner products
Tours that include a partner product, such as a Big Bus pass, are sold as one package. You cancel or change the whole package under this policy.
Your Le Way Go City Guide
Your app access is linked to your booking. If you cancel, your app access ends.
Bookings made on other websites
If you booked through another website, such as Viator, GetYourGuide, Expedia, Headout or Tiqets, please cancel through that website. The same 24-hour free cancellation applies.
Questions
Call or text (646) 279-7493, or email [email protected]. We answer 7 AM Eastern to 8 PM Pacific, 7 days a week.