Cancellation and Refund Policy
During the normal course of business, it’s likely that there will be occasions when the Customer may need to cancel their booking.
If the Customer does have to cancel a booking:-
- If an alternative date is a possibility, offer them credit for their future date if possible.
- Alternatively, encourage them to check their travel insurance as – depending on their reasons for cancelling – the Customer may be covered by their policy. For instance, circumstances such as flooding, heavy snowfall or illness may all be covered in their policy.
- All parties be prompt in your communications and obtain confirmation of any monies paid in and out for deposits and refunds.
If the Partner needs to cancel a booking:-
- Be as helpful as possible. The Customer is likely to feel disappointed so be understanding, explain why you have had to cancel the booking and offer alternative solutions.
- Offer a full refund when you are the one cancelling the booking.
- As a gesture of goodwill, you might like to offer the Customer a discounted rate for a future journey.
- If you are forced to cancel a journey due to weather-related incidents and other ‘Acts of God’, the Customers insurance should cover them and the Partner is not obliged to offer a refund.
As a general rule we state a very simple customer cancellation policy for refunds as below:-
- In all circumstances, if a deposit has been paid, you will lose your deposit payment unless the Partner agrees otherwise
- 7-14 days before travel you will lose 50% of the full amount. If the full amount has not yet been paid, the required amount will be due asap
- 0-7 days before travel you will lose 100% of the full amount. If the full amount has not yet been paid, the required amount will be due asap
- All other circumstances would need to be addressed individually, on a case by case basis following the Partners own Terms and Conditions
- It is the sole discretion of the Partner if they honour a refund or part refund but under no circumstances are they obliged to