Trip cancellations and refunds

Trip cancellations and refunds

Cancellation and refund conditions for travel services are set out in the travel terms and the proposal you receive.

13. Cancellation by the customer

The customer can cancel the booking according to the methods indicated in the commercial proposal.

Cancellations must be communicated in writing via email or via other agreed channel. The cancellation becomes valid from the date of receipt of the written communication by Redland Tours.

Cancellation penalties may vary based on:

• type of service;
• duration of the trip;
• period;
• conditions of lodges and suppliers;
• costs already incurred;
• non-refundable services;
• proximity to the departure date;
• special or promotional formulas;
• specific conditions indicated in the proposal;
• any applicable mandatory legislation.

General policy for tours, trips and combined proposals

Unless different conditions are indicated in the proposal, the following penalties may apply:

The abovementioned penalties take into account the organizational costs, the costs already incurred, the commitments made with third parties, the difficulty of reselling the services and the proximity to the departure date.

If a proposal falls within the framework of tourist packages or other applicable inderogable legislation, the penalties will be applied within the limits permitted by that legislation.

General policy for single services

For guided tours, welcome, briefing, daily assistance or individual services, subject to different conditions indicated in the proposal, the following penalties may apply:

Reservations with immediate or close departure

For services confirmed within 31 days of arrival or beginning of the service, payment may be requested in full within 72 hours of confirmation or within the different period indicated in the proposal.

In these cases cancellation can result in higher penalties, up to 100%, especially if Redland has already incurred costs, confirmed non-refundable suppliers or reserved services that are hardly recoverable.

Suppliers with more restrictive policies

Some suppliers may apply more restrictive cancellation policies than the general Redland policy.

When applicable, these conditions will be indicated in the proposal or communicated to the customer and will prevail on the general policy for the party concerned, unless otherwise applicable inderogable provision.

14. Cancellation by Redland Tours

Redland Tours may cancel a service or trip if:

• the minimum number of participants foreseen is not reached;
• incompatible safety conditions emerge;
• there are causes of force majeure or extraordinary circumstances;
• an essential supplier is no longer available and cannot be adequately replaced;
• the customer does not provide necessary data, documents or payments;
• the request is not compatible with operational, legal, health or safety conditions;
• the customer behaves incompatibly with the correct performance of the service;
• uncontrollable events occur that make execution of the program impossible, excessively risky or unreasonable.

In these cases, Redland Tours communicates the cancellation as quickly as reasonably possible and indicates the available options, which may include:

• alternative proposal;
• rescheduling of the service;
• future credit, if accepted by the customer;
• reimbursement of recoverable amounts;
• reimbursement of the amounts due according to the applicable mandatory legislation;
• withholding of costs already incurred, non-refundable or administrative, where permitted and applicable.

When the proposal falls under an indebted framework for the protection of the traveller or consumer, Redland Tours will apply the remedies and refunds provided for in that regulation.