Last updated 2025-03-01
How cancellation charges work
When you cancel, we recover what we can from hotels, airlines and local operators and retain only what those suppliers do not refund, plus our service charge. Because supplier terms vary considerably, the exact charge depends on your specific booking.
Your written quotation and confirmation set out the cancellation terms that apply to your trip. Those terms take precedence over the general guidance below.
Indicative cancellation charges
For most standard packages, cancellation charges increase as the departure date approaches. The bands below are typical, not universal — peak-season bookings, fixed departures and non-refundable hotel rates often carry stricter terms that we will state clearly at the time of booking.
- More than 45 days before departure: loss of advance payment or booking fee
- 30 to 45 days before departure: a part of the package cost is retained
- 15 to 29 days before departure: a larger part of the package cost is retained
- Less than 15 days before departure: most or all of the package cost may be non-refundable
- No-show or cancellation after departure: no refund
Items that are usually non-refundable
Some costs are lost as soon as they are incurred, regardless of when you cancel.
- Airline tickets, subject to the airline's own fare rules
- Visa fees, once an application has been submitted
- Non-refundable and advance-purchase hotel rates
- Train tickets, ferry seats and event or attraction tickets already issued
- Travel insurance premiums
Cancellation by us
If we cancel a confirmed trip for reasons within our control, you will be offered an alternative date or a refund of amounts paid to us, less any costs we cannot recover from suppliers.
Where a trip cannot proceed because of events beyond anyone's control — weather, closures, government restrictions, civil disruption — we will pursue supplier refunds and waivers on your behalf and pass on whatever is recovered. We cannot guarantee a full refund in those circumstances, which is one reason we recommend travel insurance.
Unused services
No refund is available for services included in your package but not used during the trip — an unused hotel night, a missed transfer, a skipped excursion or an early departure.
How to cancel
Send your cancellation request in writing by email so there is a clear record of the date and time. Cancellation charges are calculated from when we receive that written request, not from an earlier verbal conversation.
Refund processing
Approved refunds are made to the original payment method or bank account used for the booking. Once supplier refunds are settled, we aim to process refunds within a reasonable period, typically a few weeks — airline and overseas supplier refunds can take longer, and we will keep you informed.
Bank charges, payment gateway fees and currency conversion losses are not refundable.