1. General Overview
This Refund and Returns Policy explains the conditions under which customers may request a refund, modification, or cancellation of travel services booked through our website. By placing a booking, you acknowledge and agree to the terms outlined below.
2. Tour and Travel Service Refunds
Travel services (including tours, excursions, transportation, and related packages) are subject to specific cancellation and refund rules. Because these services involve advance reservations with hotels, transport providers, and local partners, refunds depend on the selected service.
2.1. Standard Cancellation Policy
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- Full refund for cancellations made 7 days or more before the scheduled tour date.
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- 50% refund for cancellations made between 3 and 6 days before the scheduled tour date.
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- No refund for cancellations made less than 72 hours before the tour date.
2.2. Non-Refundable Services
Certain services may be marked as non-refundable at the time of booking (e.g., promotional deals, last-minute offers). These cannot be canceled or refunded under any circumstances.
2.3. Modifications to Bookings
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- Customers may request to change dates or modify bookings up to 5 days before the service date, subject to availability.
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- Date changes requested less than 5 days before the tour are not guaranteed and may incur additional fees.
3. No-Show Policy
If the customer does not attend the tour or does not arrive at the scheduled meeting point at the indicated time:
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- The booking will be marked as a No-Show,
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- No refund will be issued.
4. Cancellations by the Company
We reserve the right to cancel or reschedule services in cases such as:
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- unsafe weather conditions,
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- unforeseen operational issues,
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- insufficient number of participants,
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- force majeure events.
If we cancel a service:
You will receive one of the following options:
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- A full refund,
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- or the choice to reschedule to another available date at no extra cost.
5. Refund Processing Time
Once approved, refunds are processed through the original payment method.
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- Please allow 5–10 business days for the refund to appear in your account.
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- Some payment providers may take additional time to process transactions.
6. Incorrect or Duplicate Charges
If you believe you have been incorrectly charged or billed twice:
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- Contact us within 7 days,
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- Provide your booking reference and proof of payment,
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- We will investigate and issue a refund when applicable.
7. Contact Information
For refund or cancellation requests, please contact our customer service team:
Business hours: Monday to Saturday, 9:00–18:00 (GMT+1)ns.
Email: support@[yourdomain].com
Phone: +212 XXX XXX XXX