Refund Policy

1. Standard Cancellation and Refund Policy

Our standard cancellation and refund policy applies to all bookings unless otherwise specified in your booking confirmation or in special promotion terms.

Cancellation Timeline and Refund Schedule

The following refund schedule applies to standard tour bookings:

• More than 60 days before departure: Full refund minus the non-refundable deposit (25% of total tour cost)
• 60-31 days before departure: 50% refund of the total tour cost
• 30-15 days before departure: 25% refund of the total tour cost
• 14 days or less before departure: No refund

Non-Refundable Deposits

All bookings require a deposit of 25% of the total tour cost at the time of booking. This deposit is non-refundable in most circumstances, as it covers our administrative costs and commitments to our suppliers. The deposit amount will be clearly stated during the booking process.

Calculation of Cancellation Period

The cancellation period is calculated from the date we receive written notification of your cancellation. For clarity, this means:

• The day of departure is not included in the calculation
• The day we receive your written cancellation notice is counted as the first day
• If the last day of the relevant period falls on a weekend or public holiday, the next working day will apply

2. Special Circumstances for Refunds

Cancellation by OpenStructure

If we need to cancel your tour due to circumstances within our control, you will be offered the following options:

• A full refund of all monies paid
• An alternative tour of comparable standard, if available (with either a refund or additional payment to cover any price difference)
• A credit voucher for future travel, valid for 24 months from the date of issue

Force Majeure Events

In cases where we must cancel a tour due to circumstances beyond our reasonable control (force majeure), including but not limited to war, threat of war, riot, civil strife, terrorist activity, industrial dispute, natural disaster, fire, adverse weather conditions, technical or maintenance problems with transport, or similar events, our liability will be limited to offering you:

• A credit voucher for the full amount paid, valid for 24 months from the date of issue
• The option to rebook the same tour for a later date (subject to availability)
• An alternative tour of comparable standard (with either a refund or additional payment to cover any price difference)

In force majeure circumstances, we are not obligated to provide cash refunds, as many costs are prepaid to our suppliers and may not be recoverable.

Significant Changes by OpenStructure

If we make a significant change to your tour after booking but before departure, you will have the option to:

• Accept the change
• Accept an alternative tour of comparable standard, if available (with either a refund or additional payment to cover any price difference)
• Cancel your booking and receive a full refund of all monies paid

A significant change is defined as:

• A change of departure date by more than 24 hours
• A change of departure or arrival city
• A significant change to the itinerary, affecting more than 30% of the tour duration
• A price increase of more than 10% after booking confirmation

Medical or Compassionate Circumstances

In cases of serious illness, injury, or bereavement that prevents you from traveling, we may, at our discretion, offer more favorable refund terms than our standard policy. Such circumstances require:

• Written documentation (such as a doctor's certificate or death certificate)
• Notification as soon as the situation arises
• Comprehensive travel insurance (we will only consider special refund terms for circumstances not covered by your insurance)

3. Refund Request Procedure

How to Request a Refund

To request a refund, you must:

1. Notify us in writing of your cancellation by email to [email protected] or by mail to our office address
2. Include your booking reference number, the lead traveler's name, and the reason for cancellation
3. Submit any supporting documentation if claiming under medical or compassionate circumstances

Verbal cancellations cannot be accepted. Your cancellation is only effective from the date we receive your written notification.

Required Documentation

Depending on the reason for your refund request, we may require:

• Medical certificates or documentation in cases of illness or injury
• Death certificates in cases of bereavement
• Insurance claim documentation
• Other evidence supporting your claim for a refund under special circumstances

Refund Processing Timeline

We process refunds according to the following timeline:

• Acknowledgment of refund request: Within 2 business days
• Review of request and supporting documentation: Within 5 business days
• Decision regarding refund eligibility: Within 10 business days of receiving all required documentation
• Processing of approved refund: Within 14 business days of approval

Please note that while we process refunds promptly on our end, it may take an additional 5-10 business days for the funds to appear in your account, depending on your financial institution.

4. Refund Payment Methods

Method of Refund

Refunds will be issued using the same payment method used for the original booking:

• Credit card payments will be refunded to the same credit card
• Bank transfer payments will be refunded to the originating bank account
• Alternative refund methods may be arranged in exceptional circumstances

Currency of Refund

Refunds will be processed in the same currency as the original payment. If currency exchange rates have fluctuated, we are not responsible for any differences in the amount refunded due to exchange rate variations.

Partial Tour Participation

If you leave a tour early or do not participate in certain included activities by choice, no refunds will be provided for unused services. If you must leave a tour early due to illness or injury, any potential refund for unused services will be assessed on a case-by-case basis.

5. Non-Refundable Items

The following items are non-refundable under all circumstances:

• Travel insurance premiums
• Visa application fees
• Amendment fees for changes made to bookings
• Booking fees and service charges
• Credit card surcharges
• Special arrangements made on your behalf with third-party suppliers where we have incurred costs that cannot be recovered

6. Special Promotion and Discounted Tours

Tours booked under special promotions or with discounted rates may have different cancellation and refund terms. These special terms will be clearly communicated during the booking process and in your booking confirmation.

Common variations for promotional bookings include:

• Non-refundable bookings (no refund available upon cancellation)
• Higher non-refundable deposit amounts
• Shorter refund windows (e.g., no refunds within 90 days of departure instead of the standard 14 days)
• Credit vouchers instead of monetary refunds

It is your responsibility to understand the specific terms that apply to promotional bookings before completing your purchase.

7. Travel Insurance Recommendation

We strongly recommend that all travelers purchase comprehensive travel insurance that includes cancellation coverage. A suitable insurance policy can provide compensation for cancellation under many circumstances where our standard refund policy would not apply.

Travel insurance should be purchased at the time of booking to ensure maximum coverage, including coverage for pre-existing medical conditions and protection if you need to cancel immediately after booking.

OpenStructure can recommend appropriate travel insurance providers, or you can arrange your own insurance. We are not responsible for any losses that could have been covered by an appropriate travel insurance policy.

8. Contact for Refund Inquiries

If you have any questions about our refund policy or wish to discuss a specific refund situation, please contact our customer service team:

OpenStructure
3 Wayne Curve
Lake Edenton, S81 0HT
United Kingdom

Email: [email protected]
Phone: +444958841138

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM UK time.

9. Policy Updates

This refund policy may be updated periodically. The current version will always be available on our website, and the date of the most recent update will be indicated at the top of the policy.

For bookings, the refund policy in effect at the time of booking will generally apply, unless changes are required by law or regulatory authorities.