What this policy covers
Every payment on MUSTER is a one-off top-up; no plan renews on its own. This policy covers the four things you can stop:
- A coordinator booking;
- A generation run that is still going;
- A traveller or a trip;
- Your organiser account.
What you get back in each case is set out in the refund policy. This page explains how to cancel and what happens afterwards.
Cancelling a coordinator booking
Open Bookings in the console and choose Cancel booking next to the slot. Before you confirm, the screen shows the refund you will receive and the rule that decides it. When you confirm, the booking is marked cancelled, the refund goes into your trip budget at once, and the slot becomes free for other organisers.
| Booking state when you cancel | Refund to trip budget |
|---|---|
| Requested, not yet confirmed by the desk | Full price |
| Confirmed, 48 hours or more before the start | Full price |
| Confirmed, between 24 and 48 hours before the start | Half the price |
| Confirmed, less than 24 hours before the start | Nothing |
The coordinator has reserved that time for you, which is why late cancellations are not refunded in full. You cannot cancel a booking once its slot has started. If the coordinator did not contact you at the start of the slot, write to us on the contact form and we will refund the full price.
When we cancel
If the coordinator desk cannot confirm a requested booking, or a coordinator has to cancel a confirmed one, we cancel it and refund the full price to your trip budget. The booking shows as cancelled in your console and the refund appears in yourtrip budget statement.
Cancelling an eSIM nobody has installed
An eSIM is issued the moment it appears on a traveller's install page. As long as nobody has installed it, you can cancel it yourself: open the traveller from the trip roster and press Cancel eSIM. We ask the network first; when it confirms the eSIM was never downloaded and accepts the cancellation, the full price goes back into your trip budget straight away, the QR code and install link stop working, and the traveller can be given a new eSIM on a later run.
Once an eSIM has been downloaded to a phone, installed or used, the network no longer allows it to be cancelled, and we cannot refund it. This applies even if the trip does not go ahead.
The generate screen shows every traveller and the total before you confirm a run. Check the roster there. A traveller who should not get an eSIM should be removed from the roster before you confirm.
Stopping a run part-way
A run issues eSIMs a few travellers at a time. If you close the page during a run, it stops where it was. Travellers already issued keep their eSIMs. Travellers not yet reached are not charged, and you can include them when you return to the trip.
If the run stopped while an order was with the network, we check with the network before doing anything: if the order exists we complete the eSIM, and if it does not we return the price to your trip budget.
Removing travellers and trips
You can remove a traveller who does not have an eSIM yet with no charge. Removing a traveller who already has an eSIM does not cancel or refund that eSIM, and it stays usable until its plan ends. If nobody has installed it, cancel the eSIM on the traveller's page first, then remove them.
Deleting a whole trip follows the same rule for every traveller on it. Unused trip budget is not tied to a trip, so it stays in your account.
Closing your account
You can close your account yourself in Settings under Delete account. Before you do:
- If you have unused trip budget, ask for it back first by writing to us on the contact form. Once an account is deleted we can no longer see the balance to refund it.
- Cancel any coordinator bookings you do not want, so the refund rules above apply.
- Copy any install links your travellers still need. Deleting the account removes their install pages. eSIMs already installed on phones keep working until they expire.
When you confirm, we sign you out and delete your account, trips and rosters. We keep the financial records we must keep by law, as described in the privacy policy.
If we close an account
We may close an account that breaks our terms. We write to you first unless the law or a risk to others prevents it. If we close your account for a reason that is not your fault, we refund all unused credit to your card.
Getting help
If a cancel button does not work, or the refund shown is not what this policy says, stop and write to us on the contact form with the booking or trip name. We reply within two working days and put the booking back to the state it should be in.