Refund Policy

1. Standard Refund Conditions

Our standard refund conditions for tour packages and travel services are as follows:

Time of Cancellation	Refund Amount
60+ days before departure	Full refund less deposit (typically 20% of total booking value)
59-45 days before departure	50% of total booking value
44-30 days before departure	25% of total booking value
Less than 30 days before departure	No refund

Note: These are our standard terms, but specific tours, packages, or promotions may have different refund policies, which will be clearly communicated at the time of booking. The terms specified in your booking confirmation will take precedence over these standard conditions.

2. Special Circumstances for Refunds

2.1 Force Majeure Events

In the event of cancellations due to force majeure circumstances (such as natural disasters, political unrest, epidemics, pandemics, or government travel advisories), our policy is as follows:

• If we cancel a tour due to force majeure, we will offer you the option of rebooking for a later date, receiving a credit for future travel (valid for 24 months), or a refund as per our standard cancellation policy
• If you choose to cancel due to force majeure circumstances affecting your destination, each case will be evaluated individually based on the specific circumstances, travel advisories, and supplier policies

2.2 Cancellation by ClearPassage Tours

If we need to cancel your booking for reasons within our control (such as insufficient participants for a group tour or operational issues):

• Full refund of all monies paid
• OR alternative travel arrangements of comparable standard (if available and acceptable to you)

We will not be responsible for any incidental expenses you may have incurred as a result of your booking, such as visa fees, vaccinations, non-refundable connecting flights, or travel insurance. We strongly recommend purchasing comprehensive travel insurance to protect against such losses.

2.3 Partially Used Services

No refunds will be provided for services partially used or unused after the start of the tour, including:

• Arriving late or leaving a tour early
• Missed activities or accommodations due to illness, personal choice, or other reasons
• Changes to the itinerary by choice

2.4 Medical Emergencies

For cancellations due to serious illness or injury (either yours or an immediate family member's):

• We require documentation from a medical professional
• Each case will be reviewed individually, and we will work to provide the most favorable refund terms possible under the circumstances
• Travel insurance typically provides better coverage for these situations, and we strongly recommend purchasing a comprehensive policy

3. Non-Refundable Services

Certain services and bookings are explicitly marked as non-refundable at the time of purchase. These may include:

• Special promotional fares or "flash sale" offers
• Certain airfares and flight bookings
• Some accommodation bookings with special rates
• Custom or private tours with specific non-refundable arrangements
• Visa processing fees
• Travel insurance premiums

When a service is marked as non-refundable, this will be clearly indicated during the booking process and in your booking confirmation.

4. Refund Request Procedure

To request a refund, please follow these steps:

1. Submit a written request: Email your refund request to [email protected] with the subject line "Refund Request - [Your Booking Reference]"
2. Include essential information:
   • Your full name as it appears on the booking
   • Booking reference number
   • Tour or service name and departure date
   • Reason for cancellation
   • Supporting documentation (if applicable, such as medical certificates)
3. Confirmation: We will acknowledge receipt of your refund request within 2 business days
4. Review: Your request will be reviewed by our customer service team, who may contact you for additional information
5. Decision: We will inform you of our decision regarding your refund request within 10 business days

Alternatively, you may call our customer service team at +447578124603 for guidance on submitting your refund request, but all requests must ultimately be documented in writing.

5. Refund Processing Times

Once a refund is approved, the processing time depends on your original payment method:

• Credit or Debit Card Payments: 7-14 business days for the refund to appear on your statement, depending on your card issuer's policies
• Bank Transfers: 5-10 business days to process, depending on the banking institutions involved
• Third-Party Payment Services (PayPal, etc.): 3-7 business days after we process the refund

Please note that these timeframes are estimates and can vary based on financial institutions, international banking procedures, and other external factors beyond our control.

All refunds will be issued in the same currency and to the same payment method used for the original booking unless legally or technically impossible, in which case we will work with you to find an alternative solution.

6. Refund Administration Fees

In addition to the cancellation fees outlined in Section 1, the following administrative fees may apply to refund processing:

• Bank fees or currency conversion charges imposed by financial institutions
• International wire transfer fees (if applicable)
• A processing fee of £25 per booking for complex refunds involving multiple suppliers or special arrangements

These fees, if applicable, will be deducted from the refundable amount before processing your refund.

7. Travel Vouchers and Credits

In some circumstances, we may offer travel vouchers or credits as an alternative to monetary refunds:

• Travel vouchers are typically valid for 24 months from the date of issue
• Vouchers can be used for any ClearPassage Tours product or service
• Vouchers are transferable to family members or friends with prior written notice to us
• In many cases, we offer vouchers at a value higher than the available cash refund (e.g., 110-120% of the refundable amount) as an incentive

The terms and conditions specific to each travel voucher will be provided at the time it is offered.

8. Travel Insurance and Refunds

We strongly recommend purchasing comprehensive travel insurance to protect your investment in case you need to cancel your trip for covered reasons. Many circumstances that are not eligible for refunds under our policy (such as illness, job loss, or other personal emergencies) may be covered by a good travel insurance policy.

Travel insurance should be purchased at the time of booking or shortly thereafter for maximum coverage. We can provide recommendations for reputable travel insurance providers upon request.

Please note that travel insurance premiums are typically non-refundable once the cooling-off period (usually 14 days from purchase) has passed.

9. Complaints and Disputes

If you are dissatisfied with our decision regarding your refund request, please contact our Customer Relations team at [email protected] with a detailed explanation of your concerns.

We are committed to resolving disputes fairly and will review your case thoroughly. If we cannot reach a mutually satisfactory resolution, you may have rights to seek external dispute resolution through appropriate consumer protection bodies in your jurisdiction.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website. The policy in effect at the time of your booking will generally be the one applied to your refund request, unless legal or regulatory requirements mandate otherwise.

11. Contact Information

For questions regarding our Refund Policy or to submit a refund request, please contact us at:

Our customer service team is available Monday to Friday, 9:00 AM to 6:00 PM (UK time) and Saturday, 10:00 AM to 4:00 PM (UK time).