Cancellation and Refund Policy
During the normal course of business, it’s likely that there will be occasions when a customer may need to cancel their booking.
- If a customer does have to cancel and 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 – your 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.
- We operate a very simple cancellation policy for refunds as below:-
- In all circumstances, if a deposit has been paid, you will lose your deposit payment
- All other circumstances would need to be addressed individually, on a case by case basis
- It is the sole discretion of the supplier if they honour a refund or part refund but under no circumstances are they obliged to
If the Supplier 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 supplier is not obliged to offer a refund.