If your guests are no able to attend the booking, they are recommended to reschedule for another date and time. A booking can be rescheduled up to 72 hours before the starting time of the experience.
If your guests cannot find a suitable alternative date or time, they need to cancel the booking. Depending on the timing of the cancellation, guests receive either a refund / travel credit (whatever they prefer), or the booking is not refunded (check cancellation policy for details).
If a guest informs you directly about a potential cancellation, and asks you to cancel it, please make sure that it is the guest's own responsibility to cancel the booking. Without a formal cancellation, no refunds can be provided.