Last Updated: October 1, 2023
At Equisun Rise, we understand that plans can change. This Refund Policy outlines the terms and conditions regarding cancellations, refunds, and changes to bookings made through our services. By making a booking with us, you acknowledge that you have read, understood, and agree to this Refund Policy.
Please note that this policy must be read in conjunction with our Terms & Conditions.
In this Refund Policy, the following definitions apply:
Our refund policy varies depending on the type of service booked, the timing of your cancellation, and the refund policies of our Travel Suppliers. As a general principle:
| Timing of Cancellation | Refund Amount |
|---|---|
| More than 90 days before departure | Full refund minus planning fee and deposit (typically 20% of total package cost) |
| 60-90 days before departure | 70% refund of total package cost (planning fee and deposit non-refundable) |
| 30-59 days before departure | 50% refund of total package cost (planning fee and deposit non-refundable) |
| 15-29 days before departure | 25% refund of total package cost (planning fee and deposit non-refundable) |
| Less than 15 days before departure | No refund |
| Timing of Cancellation | Refund Amount |
|---|---|
| More than 90 days before departure | Full refund minus deposit (typically 15% of tour cost) |
| 60-90 days before departure | 75% refund of tour cost (deposit non-refundable) |
| 30-59 days before departure | 50% refund of tour cost (deposit non-refundable) |
| 15-29 days before departure | 25% refund of tour cost (deposit non-refundable) |
| Less than 15 days before departure | No refund |
Cancellation policies for individual services such as hotels, flights, and car rentals are determined by the respective Travel Suppliers. These policies will be communicated to you at the time of booking. In general:
In addition to the Travel Supplier's cancellation fee, we may charge an administration fee of £50 per person for processing cancellations.
If you wish to make changes to your booking after confirmation, we will make reasonable efforts to accommodate your request, subject to the following:
Changes requested less than 30 days before departure may be treated as a cancellation and rebooking, subject to our cancellation policy.
In rare circumstances, we may need to cancel your booking due to factors outside our control or if minimum participation requirements for group tours are not met. In such cases:
We are not responsible for any incidental expenses or consequential losses that you may incur as a result of the cancelled booking, such as non-refundable flights, visa fees, or vacation time. We strongly recommend that you purchase comprehensive travel insurance to cover such eventualities.
We regret that we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by "force majeure." Such circumstances include, but are not limited to:
In these circumstances, our cancellation policy will still apply, but we will make reasonable efforts to minimize your financial loss and find suitable alternative arrangements.
We strongly recommend that all clients purchase comprehensive travel insurance at the time of booking. A suitable insurance policy should provide coverage for trip cancellation, trip interruption, medical expenses, emergency evacuation, and baggage loss or delay.
Travel insurance can help protect you against financial loss in many circumstances where our refund policy would not provide a refund. This includes cancellations due to illness, family emergencies, or other unforeseen events.
When a refund is due, the following process applies:
Please note that refunds for services provided by Travel Suppliers may take longer to process, as they are subject to the suppliers' own refund procedures.
For bookings affected by Covid-19 related circumstances, the following special provisions may apply:
In cases of serious illness, injury, or family emergency, we may, at our discretion, offer more flexible cancellation terms. Documentation such as medical certificates may be required. This underscores the importance of comprehensive travel insurance.
The following items are generally non-refundable:
If you believe a refund has been incorrectly calculated or denied, please contact us in writing with a detailed explanation of your concerns. We will review your case and respond within 14 business days.
If we are unable to resolve the dispute directly, you may have rights to pursue the matter through alternative dispute resolution services or legal channels.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify customers with existing bookings of any material changes to this policy that might affect their booking.
For questions about this Refund Policy or to request a cancellation or refund, please contact us at:
Equisun Rise