Refund Policy

Last Updated: May 1, 2024

At GentleRidge, we understand that plans can change. This Refund Policy outlines the terms and conditions regarding refunds for our tours and travel services. By making a booking with us, you agree to the terms of this policy.

1. Standard Cancellation and Refund Schedule

If you need to cancel your booking, you must notify us in writing via email at [email protected] or by registered mail to our office address. The date we receive your written cancellation notice will determine the cancellation charges applicable.

Our standard cancellation charges are as follows:

Please note that certain specialized tours, holiday period tours, or third-party services may have different cancellation terms, which will be clearly communicated to you at the time of booking.

2. Non-Refundable Items

The following items are non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees
• Vaccination costs
• Flight tickets that have been issued (subject to the airline's own policy)
• Any services or products marked as non-refundable at the time of booking
• Administration fees for changes made to the original booking

3. Tour Cancellation by GentleRidge

In the rare event that we need to cancel a tour, we will offer you the following options:

1. Transfer to an alternative tour of equivalent or higher standard (with no additional cost)
2. Transfer to an alternative tour of lower standard with a refund of the price difference
3. A full refund of all monies paid

If we cancel your tour for reasons within our control, we will provide the compensation outlined in our Terms and Conditions, except in cases where the minimum number of participants required for a tour has not been reached (which will be communicated to you at least 20 days before departure) or in cases of Force Majeure.

4. Force Majeure

If we need to cancel or significantly change your tour due to unusual and unforeseeable circumstances beyond our control (Force Majeure), we will not be liable to pay any compensation. Such circumstances include, but are not limited to:

• War, threat of war, civil unrest, or terrorist activity and its consequences
• Natural or nuclear disasters, fire, adverse weather conditions
• Epidemics, pandemics, and public health emergencies
• Government-imposed travel restrictions or advisories
• Significant changes implemented by airlines, including schedule changes, route changes, or significant delays
• Industrial disputes, technical problems with transport, or closure of airports or ports

In these circumstances, we will attempt to offer alternative arrangements where possible, or provide credit for future travel if immediate alternatives are not available.

5. Refund Process and Timeline

When a refund is approved, the following process applies:

1. Refunds will be processed back to the original payment method used for the booking.
2. Credit card refunds typically take 7-14 business days to appear on your statement, depending on your card issuer's policies.
3. Bank transfer refunds may take 5-10 business days to process.
4. Processing of refunds will begin within 14 days of the cancellation being confirmed by us.

6. Partial Use of Services

No refunds will be made for any unused services once travel has commenced. This includes:

• Missed transportation (including flights, trains, buses, or boat services)
• Unused accommodation nights
• Skipped activities, excursions, or meals included in the itinerary
• Early departure from a tour for any reason

7. Special Circumstances

7.1 Medical Emergencies

In the event of a serious illness or injury preventing travel, we may, at our discretion, offer more flexible cancellation terms upon presentation of a medical certificate from a licensed physician. Please contact our customer service team as soon as possible in such circumstances.

7.2 Bereavement

In the case of bereavement involving an immediate family member (spouse, parent, child, or sibling), we may, at our discretion, offer more flexible cancellation terms with appropriate documentation. Please contact our customer service team as soon as possible in such circumstances.

7.3 COVID-19 Specific Policies

Our current policies regarding COVID-19 related cancellations are as follows:

• If government travel restrictions prevent you from reaching your destination or returning home, you may reschedule your tour without amendment fees or receive a credit voucher valid for 24 months.
• If you test positive for COVID-19 shortly before your tour departure (within 14 days), you may reschedule your tour without amendment fees or receive a credit voucher valid for 24 months, subject to providing a positive test result.
• These COVID-19 policies are subject to change as the global situation evolves.

8. Travel Insurance Recommendation

We strongly encourage all clients to purchase comprehensive travel insurance at the time of booking. Quality travel insurance can provide coverage for trip cancellation due to illness, injury, or other covered reasons, as well as trip interruption, medical emergencies, and other unforeseen events.

While we aim to be as flexible as possible, our refund policy is designed to cover our commitments to hotels, transportation providers, and other suppliers, many of which have strict cancellation policies of their own. Travel insurance is the best way to protect your investment in the event you need to cancel your trip for covered reasons.

9. Tour Credits

In certain circumstances, we may offer tour credits instead of refunds. Tour credits:

• Are typically valid for 24 months from the date of issue
• Can be used toward any GentleRidge product
• Are non-transferable to other individuals
• Cannot be exchanged for cash
• Must be used in a single booking (any unused portion will be forfeited)

10. Amendments to this Policy

We reserve the right to amend this Refund Policy at any time. The policy that applies to your booking is the one in force at the time we issue our Booking Confirmation.

11. Contact Information

If you need to cancel a booking or have questions about our Refund Policy, please contact us at:

GentleRidge
12 James Vista
Lake Naomi, OL12 6RA
United Kingdom
Email: [email protected]
Phone: +44 1963 490314