Updated 6 October 2026
Travel plans can change. The cancellation conditions for your particular journey must be supplied in the written quote before you pay. This page explains the information to check and how to make a request; it does not invent a fee schedule for accommodation or services that have not been selected.
Before confirming a booking
Ask for a dated copy of the conditions covering:
- Whether the deposit is refundable, and under which circumstances.
- Cancellation deadlines, the time zone used and how any charge is calculated.
- Accommodation or other supplier restrictions that affect your booking.
- Changing dates, route, group size or traveller names.
- No-shows, late arrivals, missed pickups and unused services.
- Cancellation or significant changes by the organiser, and disruption affecting delivery.
- Refund method, currency, any lawful disclosed deductions and expected processing time.
Do not assume a deposit is non-refundable, a cancellation is free or a particular cooling-off period applies without checking the agreement and applicable law.
How to request a cancellation
Please contact us using the contact channel in your confirmation, preferably in writing so there is a record. State your booking reference, lead traveller’s name, departure date and whether you want to cancel the whole booking or only a specific service. Do not send card numbers, passwords or unnecessary identity documents.
Keep a copy of your message and ask for written acknowledgment of the date and time received. A sent message, an unread chat or a cancelled flight is not evidence that the tour cancellation has been processed. If your departure is close and no acknowledgment arrives, try the other published contact channel.
Date changes and partial cancellations
A new date or itinerary depends on availability. Ask for a revised price and any amendment costs before agreeing. Removing one traveller can change room occupancy, vehicle costs and the remaining group’s price; request a revised breakdown. Treat the change as confirmed only when you receive the revised agreement.
How a refund is assessed
The response should identify the agreed terms, relevant services, amount paid, any applicable deduction and the resulting refund. Ask for an explanation of a disputed charge. An appropriate record of supplier restrictions or costs may be relevant to that assessment. Mandatory rights under applicable law remain in place.
If a refund is due, ask for written confirmation of its amount, currency, method and expected issue date. Bank or payment-provider processing can add time after the refund is issued. Never send full card credentials in a message to obtain a refund.
If the organiser changes or cancels services
Request a clear description of the change, its effect on your itinerary and the options available under your agreement and applicable law. These may include a suitable alternative, a change of date or a refund, depending on the situation. You do not have to treat every suggested substitute as already accepted.
Weather, road closures or extraordinary events need a case-specific assessment. They are not a blanket reason to retain every payment or promise a full refund regardless of the circumstances. Keep records of what was offered and agreed.
Flights, insurance and unresolved concerns
Unless explicitly included in your confirmation, separately booked flights, trains and hotels have their own conditions. Ask your insurer about cancellation, interruption and covered activities before travel; insurance does not replace the organiser’s responsibilities.
If you disagree with a decision, request a written review with your booking details and the outcome you seek. See Terms & booking conditions for the complaint route and Booking information for the pre-payment checklist.