Refund Policy

At Even Horizon, we understand that circumstances can change, requiring you to modify or cancel your travel plans. This Refund Policy outlines the conditions under which refunds are available, how to request them, and what to expect during the refund process. Our goal is to provide clear, fair, and transparent refund procedures while balancing our business commitments to service providers.

1. Refund Eligibility

Refund eligibility varies based on several factors, including the type of booking, how far in advance you cancel, and the specific terms outlined at the time of booking.

1.1 Standard Tour Packages

• Cancellation 60+ days before departure: 90% refund of total booking amount
• Cancellation 30-59 days before departure: 50% refund of total booking amount
• Cancellation 15-29 days before departure: 25% refund of total booking amount
• Cancellation less than 15 days before departure: No refund

1.2 Custom and Private Tours

• Cancellation 90+ days before departure: 80% refund of total booking amount
• Cancellation 60-89 days before departure: 50% refund of total booking amount
• Cancellation 30-59 days before departure: 25% refund of total booking amount
• Cancellation less than 30 days before departure: No refund

1.3 Special Event Tours

Tours built around festivals, sporting events, or other special occasions have stricter cancellation policies due to advance commitments:

• Cancellation 120+ days before departure: 75% refund of total booking amount
• Cancellation 90-119 days before departure: 50% refund of total booking amount
• Cancellation less than 90 days before departure: No refund

1.4 Deposit-Only Bookings

For bookings secured with a deposit only:

• Cancellation before final payment due date: Loss of deposit
• Cancellation after final payment due date: Subject to the standard cancellation policies above

2. Conditions for Refunds

2.1 Cancellation by You

To be eligible for a refund for voluntary cancellations:

• Cancellation must be submitted in writing via email to [email protected]
• The date of cancellation is the date we receive your written notification
• All cancellations must include your booking reference number, full name, and contact information
• Partial cancellations (e.g., one person from a group booking) may affect package pricing for remaining travelers

2.2 Cancellation by Us

If we must cancel your tour due to unforeseen circumstances:

• Cancellation due to insufficient participants: 100% refund or option to transfer to another tour
• Cancellation due to force majeure (natural disasters, political instability, etc.): Refund minus any non-recoverable expenses already incurred on your behalf
• Cancellation due to operational reasons within our control: 100% refund plus a 10% discount on a future booking

2.3 Special Circumstances

We understand that exceptional circumstances may arise. We may offer more favorable refund terms in cases of:

• Serious illness or injury preventing travel (medical documentation required)
• Death of a traveler or immediate family member (documentation may be required)
• Government-issued travel warnings specific to your destination arising after booking

These situations are considered on a case-by-case basis and may require supporting documentation.

3. Refund Processing

3.1 Refund Timeframes

• We will acknowledge your refund request within 3 business days
• Standard refund processing time is 14-21 business days from approval
• Refunds for bookings involving third-party suppliers may take 30-45 business days due to their processing procedures
• Credit card refunds typically appear on your statement within 1-2 billing cycles, depending on your card issuer

3.2 Refund Methods

• Refunds will be issued using the original payment method whenever possible
• Credit card payments will be refunded to the same card used for booking
• Bank transfer payments will be refunded to the originating account
• Alternative refund methods may be arranged in exceptional circumstances

3.3 Currency and Fees

• Refunds are processed in the original payment currency
• Currency exchange rate fluctuations may affect the final refunded amount if your card currency differs from the booking currency
• Bank fees or transaction fees associated with processing the refund may be deducted from the refund amount

4. Non-Refundable Items

The following items are generally non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees
• Vaccination or medical preparation costs
• Credit card or payment processing fees
• Service fees for changes made to your original booking
• Any services already provided or commenced

5. How to Request a Refund

5.1 Refund Request Procedure

To request a refund, please follow these steps:

1. Send a written cancellation request to [email protected]
2. Include your booking reference number, full name, and contact information
3. Specify the reason for cancellation
4. Attach any supporting documentation if applicable (medical certificates, etc.)
5. Indicate your preferred method of contact for follow-up questions

5.2 Required Documentation

Depending on the nature of your refund request, we may require:

• Medical certificates or doctor's notes (for medical cancellations)
• Death certificates (in case of bereavement)
• Insurance claim documentation
• Government notices or advisories
• Other evidence supporting your refund request

6. Alternatives to Refunds

In some cases, alternatives to cash refunds may be more advantageous:

6.1 Travel Credits

• We may offer travel credits for future bookings in lieu of refunds
• Travel credits are typically valid for 24 months from the date of issue
• Travel credits often include a bonus amount (5-15% additional value)
• Credits are transferable to family members or friends with written authorization

6.2 Rebooking Options

• Transferring your booking to a future date may incur fewer or no penalties
• Changing destinations while maintaining your original travel dates may be possible
• Upgrading your package may offset cancellation fees in some cases

7. Travel Insurance

We strongly recommend purchasing comprehensive travel insurance at the time of booking. Quality travel insurance can provide coverage for many situations where our standard refund policy would not apply, including:

• Cancellation due to illness or injury
• Travel delays or interruptions
• Emergency medical situations
• Lost or delayed baggage
• Many other unforeseen circumstances

Travel insurance is the best way to protect your investment in your vacation. We can recommend appropriate insurance options during the booking process.

8. Exceptions and Special Circumstances

8.1 Force Majeure

In cases of force majeure (extraordinary circumstances beyond our control), including but not limited to:

• Natural disasters
• Terrorist incidents
• Civil unrest or war
• Pandemics or health emergencies
• Government travel restrictions

Our standard refund policies may be modified. We will make every effort to offer reasonable alternatives, including postponement, travel credits, or partial refunds reflecting non-recoverable costs.

8.2 Significant Changes by Service Providers

If third-party service providers (airlines, hotels, etc.) make significant changes to booked services:

• We will notify you as soon as possible and explain the changes
• We will work to find acceptable alternatives at no additional cost
• If alternatives are not acceptable, modified refund terms may apply

9. Contact Information for Refund Inquiries

For questions about refunds or to check the status of a refund request:

10. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our business practices, regulatory requirements, or market conditions. The policy in effect at the time of your booking will generally apply to that booking, unless otherwise required by law.

We encourage you to review this policy before making a booking. The current version will always be available on our website.