Cancellation policy
How much you get back depends on when you cancel: the earlier you tell us, the more you keep. If we cancel, you choose a full refund or a free date change.
If you cancel
Tell us in writing. The date we receive your notice is the date we use. These are the most we will charge:
| Written cancellation received | Most we will charge |
|---|---|
| 60 days or more before departure | The reservation fee in your booking details, plus any supplier payments we cannot get back |
| 45 to 59 days before departure | 25% of the package price, or the unrecoverable supplier payments, whichever is higher |
| 30 to 44 days before departure | 50% of the package price, or the unrecoverable supplier payments, whichever is higher |
| 15 to 29 days before departure | 75% of the package price, or the unrecoverable supplier payments, whichever is higher |
| 14 days or less, or you do not show up | 100% of the package price |
Whatever the table says, we never keep more than our suppliers actually keep from us, plus the service fee in your quotation. If the table would leave us holding more than that, we refund you the difference. Ask for a written breakdown and we send it within 15 working days.
Some payments stop being refundable the moment they are made, such as airline tickets, hotel deposits and prepaid entrance tickets. Once a supplier will not return the money, we cannot return it to you either. If you cannot travel, ask us about a name change before you cancel: some airlines and hotels allow one, and that is often cheaper than cancelling.
Refunds due to you are paid within 20 working days of the money being available to us.
If we cancel
Group tours need a minimum number of travelers. If we do not reach it we may cancel the departure, and we will tell you at least 14 days beforehand. If we cancel for any reason of our own, you choose: a full refund of everything you have paid us, or a free transfer to another departure date or another tour of the same value. The same choice is yours if we materially reduce your itinerary before departure.
Visas and immigration
We tell you what is required and help with forms and supporting letters, but embassies decide. If a visa is refused, or your documents are not ready in time, the booking is treated as a cancellation by you and the table above applies. The same is true if the Bureau of Immigration stops you at departure. We will recover whatever we reasonably can.
Where you will see this policy
The summary at the top of this page appears next to every price and at checkout before you pay. The full terms are in the General Booking Agreement and Payment Terms you sign before we confirm a booking. If the two ever disagree, the Agreement applies.