1. Policy hierarchy
The cancellation and refund conditions stated in your written quotation or booking confirmation apply to your reservation. Airline, hotel, cruise, tour, vehicle and activity suppliers may each have different rules. If a supplier condition conflicts with this general policy, the disclosed supplier condition controls unless applicable law requires otherwise.
2. How to request a cancellation
Send a written request by email or WhatsApp and include the lead traveller’s name, booking reference and service to cancel. A request is received when our team confirms receipt. Do not rely only on a message sent directly to a guide, driver or unrelated supplier contact.
3. Refund eligibility
- Refundable amounts depend on timing, supplier penalties, used services and non-refundable costs already committed.
- Airfares, permits, visa services, event tickets, special promotions and peak-date reservations may be fully non-refundable.
- Administrative or planning fees disclosed before booking may be non-refundable once work has begun.
- No-show, late arrival or unused portions of a confirmed service normally do not qualify for a refund.
4. Changes and amendments
Date, name, route or passenger changes are subject to availability, supplier approval, fare differences and amendment fees. A requested change is not confirmed until we issue updated written confirmation.
5. Supplier cancellation or disruption
If a supplier cancels or materially changes a service, we will help communicate the available remedy, which may be an alternative, credit or refund under the supplier’s rules and applicable law. Weather, safety or force-majeure events may limit the available options.
6. Refund processing
Approved refunds are normally returned to the original payment method after we receive the corresponding funds from the supplier. Bank, card and cross-border processing times are outside our direct control. Currency movements may cause the received amount to differ from the original converted amount.
7. Chargebacks and disputes
Please contact us first so we can review supplier records and attempt a resolution. Filing a chargeback for a valid, delivered or contractually non-refundable service may delay investigation and does not replace the applicable booking terms.