Refund Policy

1. General Refund Conditions

Our refund policy is designed to be fair to both our customers and our business operations. We recognize that unexpected circumstances may arise, but we also incur costs and make commitments to our suppliers based on your bookings. The following general conditions apply to all refund requests:

• All refund requests must be submitted in writing via email to [email protected] or through our online refund request form.
• Refund eligibility and amount depend on when the cancellation is made relative to the departure date.
• All refunds are processed in the original payment currency and using the original payment method when possible.
• Administrative fees may apply to all refunds, regardless of the reason for cancellation.
• Refunds for group bookings (5 or more travelers) may be subject to different terms, which will be specified in your booking confirmation.

2. Cancellation and Refund Schedule

The following schedule determines the refund amount based on when you cancel your booking:

2.1 Standard Tours and Packages

• More than 60 days before departure: Full refund minus the non-refundable deposit (typically 20% of the total booking price) and a £50 administration fee.
• 60-45 days before departure: 50% refund of the total booking price minus a £50 administration fee.
• 44-30 days before departure: 25% refund of the total booking price minus a £50 administration fee.
• Less than 30 days before departure: No refund is available.

2.2 Custom Itineraries

For personalized and custom-designed itineraries, the following refund schedule applies:

• More than 90 days before departure: Full refund minus the non-refundable deposit (typically 25% of the total booking price) and a £100 administration fee.
• 90-60 days before departure: 40% refund of the total booking price minus a £100 administration fee.
• 59-45 days before departure: 20% refund of the total booking price minus a £100 administration fee.
• Less than 45 days before departure: No refund is available.

2.3 Special Promotions and Discounted Bookings

Tours booked under special promotions, last-minute deals, or with discounted rates may have different or more restrictive refund policies. These terms will be clearly communicated during the booking process and will be specified in your booking confirmation.

2.4 Flights and Third-Party Services

Refunds for flights and third-party services (such as travel insurance, visa services, or specific activities) are subject to the refund policies of the respective service providers. Many airline tickets and certain special activities are non-refundable. We will assist you in requesting refunds from these providers according to their policies, but we cannot guarantee that refunds will be approved.

3. Eligible Reasons for Refunds

3.1 Cancellation by Equitable View

If we cancel your tour for any reason other than force majeure or your failure to make required payments, you are entitled to either:

• A full refund of all monies paid
• An alternative tour of comparable standard, if available (if the alternative tour is of higher value, you may need to pay the difference; if it is of lower value, we will refund the difference)

3.2 Significant Changes by Equitable View

If we make a significant change to your booking after confirmation, you may be entitled to a full or partial refund. Significant changes include:

• Change of departure time by more than 12 hours
• Change of accommodation to a lower standard for the entire stay or a significant portion
• Change of departure or destination airport
• Significant change to the itinerary that alters the main character of the tour

In these cases, you may choose to accept the changes, accept an alternative tour (subject to availability), or cancel your booking and receive a full refund.

3.3 Force Majeure

In cases of force majeure (circumstances beyond our reasonable control, including but not limited to natural disasters, war, civil unrest, terrorist activities, industrial disputes, pandemic, or government actions), we may be unable to provide the booked services or may need to make significant changes. In such cases:

• If we cancel your booking before departure due to force majeure, we will offer you a credit voucher equal to the amount paid, valid for 24 months from the original departure date.
• If alternative arrangements are available, we will offer you these options instead of a credit voucher.
• If you decline the credit voucher and alternative arrangements, we will process a refund minus any non-recoverable costs we have incurred on your behalf.

3.4 Medical Emergencies

In case of serious illness or injury to you or an immediate family member that prevents travel, we may offer more flexible refund terms. To qualify for a medical emergency refund:

• You must provide a doctor's certificate or other medical documentation confirming the nature of the illness or injury and that travel is not recommended.
• The medical emergency must have occurred after the booking was made.
• Even in medical emergency situations, certain non-recoverable costs may still be deducted from your refund.

We strongly recommend purchasing comprehensive travel insurance that includes cancellation coverage for medical emergencies.

4. Refund Process and Timeframes

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Email your refund request to [email protected] or submit it through our online refund request form.
2. Include your booking reference number, the names of all travelers, and the reason for your cancellation or refund request.
3. Attach any relevant supporting documentation (such as medical certificates if applicable).
4. Specify your preferred method of refund (original payment method or alternative).

4.2 Refund Processing Time

We strive to process all refunds promptly, but processing times may vary depending on the circumstances:

• Standard Refunds: We will process eligible refunds within 14 business days of receiving a complete refund request with all required documentation.
• Credit Card Refunds: After we process a refund to your credit card, it may take an additional 5-10 business days (sometimes longer, depending on your card issuer) for the refund to appear on your statement.
• Bank Transfers: Refunds via bank transfer typically take 5-7 business days to reach your account after processing.
• Third-Party Services: Refunds for services provided by third parties (airlines, activity providers, etc.) may take longer as they are subject to the processing times of those providers.

4.3 Refund Confirmation

Once your refund has been processed, we will send you a confirmation email with the details of the refund, including:

• The amount refunded
• The method of refund
• The date the refund was processed
• Any deductions made (such as non-refundable deposits or administrative fees)

5. Non-Refundable Items

The following items are generally non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees and related services
• Vaccination costs and medical examination fees related to travel
• Credit card or payment processing fees
• Administration fees for processing refunds
• Any services that have already been provided or consumed

6. Travel Credits and Vouchers

6.1 Credit Vouchers as an Alternative to Refunds

In certain circumstances, we may offer a travel credit voucher instead of a cash refund. These vouchers may include added value or more flexible terms than a standard refund. Benefits of accepting a credit voucher may include:

• Full value of your payment (including normally non-refundable deposits)
• Additional credit amount (typically 10-20% bonus value)
• Extended validity period (usually 24 months from issue)
• Transferability to friends or family members

6.2 Credit Voucher Terms

If you accept a credit voucher:

• The voucher will be issued in the name of the lead traveler on the original booking.
• The voucher can be applied to any future Equitable View service.
• If the new booking is of higher value than the voucher, you will need to pay the difference.
• If the new booking is of lower value than the voucher, the remaining balance will remain available for future use within the validity period.
• Credit vouchers cannot be exchanged for cash unless required by applicable law.

7. Exceptions to Standard Refund Policy

7.1 Goodwill Exceptions

In certain circumstances, we may, at our sole discretion, offer more generous refund terms than those outlined in this policy as a gesture of goodwill. These exceptions are made on a case-by-case basis and do not constitute a change to our standard policy or create a precedent for future refund requests.

7.2 Statutory Rights

Nothing in this Refund Policy affects your statutory rights as a consumer. If the services we provide do not conform to the contract or are not performed with reasonable skill and care, you may be entitled to a refund under consumer protection laws.

8. Travel Insurance Recommendation

We strongly recommend that all travelers purchase comprehensive travel insurance that includes cancellation coverage. Travel insurance can provide reimbursement for non-refundable travel expenses in cases where you need to cancel for covered reasons, including:

• Illness, injury, or death of you, a traveling companion, or a family member
• Natural disasters affecting your destination or home
• Jury duty or legal obligations
• Job loss or required work
• Travel delays causing missed connections

Travel insurance policies vary, so it's important to review the coverage details carefully when purchasing. We can provide information about travel insurance options, but the decision to purchase insurance and the selection of a specific policy is your responsibility.

9. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. The policy that was in effect at the time of your booking will apply to that booking, unless we specifically advise you otherwise or you agree to accept the changes.

10. Contact Information

If you have questions about our Refund Policy or need to request a refund, please contact us at:

Our refund specialists are available Monday through Friday, 9:00 AM to 5:00 PM GMT, to assist you with any questions or concerns about our Refund Policy or your specific refund request.