Legal
Cancellations & refunds
No dark patterns: cancelling is one action, and we say plainly what is refundable.
Template, not legal advice. This is a plain-language draft written for review. A qualified attorney must approve the final text before launch.
Last updated: Draft for review
Monthly memberships
Explorer, Insider and SIB+ renew automatically each month until you cancel. Cancel any time from your profile; you keep access until the end of the period you already paid for, and you are not charged again.
Part-months are not refunded by default. If something went wrong on our side, contact us and we will make it right.
NYC Trip Pass
The Trip Pass is a one-time $19.99 purchase for 7 days of Explorer access. It does not auto-renew, so there is nothing to cancel.
Because access starts immediately, the pass is refundable only if it has not been used and you ask within 24 hours of purchase.
Guide bookings (when booking launches)
Free cancellation up to 48 hours before the start time. Between 48 and 24 hours, 50% of the guide fee is retained. Inside 24 hours, the guide fee is non-refundable, because a Sib has held that time for you.
If a guide cancels, you receive a full refund of the guide fee, and we help you rebook where possible.
Severe weather, transit shutdowns or venue closures that make an experience unsafe are handled case by case with a refund or reschedule.
Platform fees
The CITYSIB platform fee is disclosed before you pay. It is refunded whenever the guide fee is refunded in full.
How to ask
Contact us with your account email and what happened. We aim to respond within two business days. In this build, checkout and the contact address are not connected.