Booking-specific terms
Before payment is requested, the written quotation or confirmation will state the cancellation schedule and identify any material non-refundable or supplier-controlled items. Those accepted booking terms apply to that reservation. If no separate schedule is stated, the refund principles below apply.
When a refund may be available
- A customer cancels in writing and some of the amount paid has not been earned, used, or irrevocably committed to suppliers.
- We receive a duplicate payment or an overpayment.
- We cancel a confirmed service before it begins and you do not accept a reasonable replacement or new date.
- A refund is required by the written booking terms or applicable law.
How the refundable amount is calculated
The refundable amount is the payment received minus services already provided and non-recoverable amounts committed to hotels, transport, tickets, guides, attractions, or other suppliers under the accepted booking terms. Any deduction will be explained in the refund calculation and will never exceed the amount paid.
Because private itineraries reserve services for specific dates, supplier charges often increase as travel approaches. Contact us as early as possible so we can try to reduce or recover those charges.
Normally non-refundable situations
- A no-show, late arrival that prevents the service, or an unused portion after travel has begun.
- Failure to hold required passports, visas, entry documents, or other traveler-controlled requirements.
- Hotel nights, special tickets, transport, or other supplier items clearly disclosed as non-refundable before confirmation.
- Services already delivered or reasonable costs already incurred specifically for the confirmed booking.
Cancellations or changes by us
If we cancel a confirmed service for reasons within our reasonable control and you decline a comparable alternative or rescheduled date, we will refund the amount paid for the canceled service. For force majeure or supplier disruption outside our reasonable control, the remedy may be a refund, credit, rescheduling, or replacement based on recoverable supplier funds, the accepted booking terms, and applicable law.
Refund method and timing
Approved refunds are initiated to the original payment method where reasonably possible, ordinarily within 14 business days after written approval. A bank or payment provider may require additional time before the funds appear. An alternative refund method is used only after reasonable identity checks and written agreement with the person who made the booking.
How to request a refund
Email [email protected] with the lead traveler’s name, service date, confirmation reference, reason for the request, and any relevant supporting information. We will acknowledge the request and provide the decision or request any information reasonably needed to complete the review. Do not send payment-card details by email, WhatsApp, or the website form.