Policy
Cancellations & Refunds
Plans change - that is part of adventure. If you need to cancel a booking, here is exactly how any charges are worked out and how your refund reaches you.
- Always in writing
- Refund in 7-12 days
- Never paid in cash
The short version
How a cancellation works
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01
Tell us in writing
Send your cancellation by email, SMS or WhatsApp. A verbal cancellation is not accepted.
-
02
We log the date & time
Your charge and refund are calculated from the moment your request reaches us - never from when we reply.
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03
Your refund is initiated
As soon as we acknowledge the request. Allow 7-12 days for the amount to reflect in your account.
In detail
The full policy
In the event of a guest having to cancel their booking, there may be cancellation charges to cover the costs that go into aggregating the various resources needed to execute the tour or event. Because our tours and events have differing advance-planning schedules, the cancellation charges that apply to a particular tour or event are published on that tour or event page, in the FAQ section, and should be understood by the customer before making a booking.
Sending someone in your place
Our tours and events have differing difficulty levels and limited transferability. If you cannot make it and would like someone to take your place, tell us in writing well in advance. If planning has not gone too far we will try to accommodate it - but if the notice is too short, or the tour is not suitable for the replacement guest, the change may not be accepted and the cancellation process would apply.
Every cancellation must be in writing
Cancellations are accepted only in writing - email, SMS or WhatsApp message. No verbal cancellation is accepted. The date and time we receive your request is what is used to calculate the cancellation charge, and the charge formula is published on every tour or event page.
How your refund is calculated
Your refund is worked out from the date and time your cancellation request is received. It is initiated once we acknowledge the request, so any delay in acknowledgement from our side is never to your disadvantage.
How refunds are paid
- Paid to the name of the customer who made the payment for the booking.
- Never paid out in cash, under any circumstances.
Refund timeline
Please allow 7-12 days for the refund to complete and for the amount to be reflected in the customer’s account.
Before you book
Every tour has its own formula
Advance-planning timelines differ from one trek or expedition to the next, so the exact cancellation-charge formula for a tour or event lives in the FAQ section of that tour’s page. Please read it before you confirm - booking a tour means accepting its cancellation terms.
Need to cancel, or not sure where you stand?
Write to us with your booking details and we’ll take it from there.
Email sales@team4adventure.com