Cancellation policy
Cancellation terms are stated for every service in your quote. This page explains how cancellations and refunds work.
Updated
Every quote we send lists the cancellation terms for each service, so you know them before you book. This page explains the principles behind them.
Services we provide
For services we provide ourselves, such as private transfers, drivers and guides, the cancellation deadline and any cancellation fee are stated in your quote and confirmation. Cancelling before the stated deadline is free of charge.
Services from other providers
Hotels, venues, restaurants with set menus, boats and ticket sellers have their own cancellation rules. We pass these rules on to you in the quote. Some items, such as certain concert, opera or event tickets, cannot be refunded once issued; we mark them clearly before you book.
How to cancel
Write to [email protected] with your booking reference. A cancellation is effective when we confirm it in writing.
Refunds
Refunds due to you are paid within 14 days of the confirmed cancellation, using the original payment method where possible, or within the time the third-party provider needs to refund us, whichever is later. We tell you the expected timing.
If we or a provider cancel
If we have to cancel a service, or a provider cancels it, we offer an equivalent alternative or refund the full price of that service.
Bad weather and delays
Flight delays are covered by our flight tracking and waiting time for airport transfers. If weather makes a tour or a trip unsafe, we propose a change of plan or date.