[Company Name] – Refund Policy for Tours and Travel Services

Effective Date: [Insert Date]

Last Updated: [Insert Date]

Introduction

[Company Name] (“Company”, “we”, “our”, “us”) is dedicated to providing exceptional tours, travel packages, and related services to our valued customers. This Refund Policy outlines the terms and conditions under which customers may request refunds, exchanges, or credits for travel-related products and services purchased through our platforms, including our website, mobile applications, or authorized agents.

This Policy forms part of our Terms of Service, and by booking any travel service with us, you agree to comply with the provisions herein.

Scope

This Policy applies to all tours, travel packages, accommodations, transportation services, and ancillary travel services provided by the Company. It covers both domestic and international travel arrangements booked directly through the Company.

Certain services or products may be marked as non-refundable at the time of booking. This includes promotional packages, discounted fares, or third-party services, unless otherwise required by law.

Definitions

• Refund: Reimbursement of the amount paid for a product or service, returned via the original payment method or agreed alternative.
• Credit / Travel Voucher: Value issued to the customer for future use in place of a refund.
• Exchange: Replacement of a booked service with another tour or travel package of equal or higher value.
• Force Majeure: Events beyond the Company’s control, including natural disasters, pandemics, political unrest, or transportation strikes.
• Service Failure: Any instance where the travel service does not meet the confirmed itinerary or contractual terms.

Refund Eligibility

Refunds may be considered under the following circumstances:

• Refunds are generally available if a cancellation request is submitted within the stipulated time frame before the tour or travel service begins.
• Refunds may be issued for services not provided as described in the itinerary, or in cases of double booking, overbooking, or unavailability caused by the Company.
• Refunds are not provided for cancellations due to a customer’s change of mind unless specifically allowed in the terms of the package.
• Certain products, such as airline tickets, cruises, or third-party excursions, may be subject to the third-party provider’s refund policy.

Refund Process

To request a refund, customers must contact the Company’s Customer Support with the following information:

• Proof of purchase, including booking reference and receipt
• Full details of the service booked, including travel dates and destinations
• Reason for the refund request, supported by relevant documentation where applicable

The Company may require the customer to submit additional evidence, such as travel insurance claims, medical certificates, or proof of service failure. Refund requests will be reviewed promptly and communicated via email within a reasonable timeframe. Approved refunds are generally processed using the original payment method within 14–21 business days.

Exchanges and Credits

• Exchanges for alternative tours or packages may be allowed based on availability and value equivalence.
• Credits or travel vouchers may be issued in lieu of refunds, valid for use within 12 months of the issue date unless otherwise stated.
• Customers are responsible for any difference in pricing when exchanging for a more expensive package.

Exceptions and Special Circumstances

• Perishable services such as meal plans or event tickets included in a travel package are non-refundable once used or consumed.
• Refunds may be impacted by third-party service providers, including airlines, hotels, and local tour operators.
• Force majeure events may result in partial or no refunds depending on contractual obligations with service providers.
• Refunds are not available for services that have been fully rendered, including completed tours, excursions, or activities.

Liability Limitations

• Refunds are limited to the cost of the services purchased and do not cover incidental or consequential expenses, such as transportation to the departure point, visa fees, or personal expenses incurred.
• The Company is not responsible for delays, cancellations, or service interruptions caused by third parties beyond its control.
• Customers are strongly encouraged to obtain travel insurance covering cancellations, medical emergencies, and unforeseen circumstances.

Privacy and Data Handling

• Customer data collected during the refund process will be used solely for refund assessment and processing.
• All personal information will be handled in accordance with applicable data protection laws, including [Insert Relevant Laws, e.g., GDPR, Kenya Data Protection Act].
• Data will not be shared with third parties except for purposes necessary to process refunds, resolve disputes, or comply with legal obligations.

Governing Law and Dispute Resolution

• This Policy and any disputes arising hereunder are governed by the laws of [Insert Country / State].
• Customers are encouraged to resolve issues directly with the Company through negotiation or mediation.
• Any unresolved disputes may be referred to binding arbitration or the courts in [Insert Jurisdiction], at the Company’s discretion.

Legal Clauses for Official Use

• This Policy does not waive any rights or remedies available to the Company under applicable law, including the right to refuse refund requests in cases of fraud, misrepresentation, or breach of contract.
• Acceptance of a refund does not constitute a waiver of any claims the Company may have against the customer, including damages or unpaid fees.
• The Company reserves the right to amend, modify, or update this Policy at any time without prior notice. Changes will be posted on our website and will become effective immediately upon posting. Continued use of the Company’s services constitutes acceptance of the revised Policy.
• Customers agree that electronic communications, including emails and electronic forms, satisfy any legal requirement for written notice.
• The Company disclaims all liability for loss, damage, or inconvenience arising from reliance on information provided on third-party websites linked to our services.