Refund Policy

Introduction

At TranquilTrack, we strive to provide exceptional travel experiences. We understand that plans can change, which is why we've established this refund policy to outline the conditions under which refunds may be issued. This policy is designed to be fair to both our customers and our business operations.

Please read this policy carefully before making a booking with us. By booking our services, you agree to the terms outlined in this refund policy.

1. Cancellation and Refund Schedule

The following refund schedule applies to all standard tour packages and services unless otherwise specified in your booking confirmation:

All cancellation notices must be received in writing (email or postal mail) and the date of receipt will be used to determine the applicable refund amount.

2. Special Cancellation Policies

Certain trips, promotions, or services may have different cancellation and refund terms. These special terms will be clearly communicated during the booking process and in your booking confirmation documents.

2.1 Custom or Private Tours

Custom or private tours may have stricter cancellation policies due to the personalized nature of these services and advance arrangements made on your behalf. These terms will be specified in your custom tour proposal and booking confirmation.

2.2 Special Offers and Discounted Bookings

Bookings made under special promotions, flash sales, or with applied discounts may have limited or no refund options. These restrictions will be clearly indicated at the time of booking.

2.3 Third-Party Services

Some components of your trip may be provided by third-party suppliers (such as airlines, hotels, or local tour operators) with their own cancellation policies. In these cases, the supplier's cancellation policy will apply to those specific components and may differ from our standard policy.

3. Conditions for Refunds

3.1 Cancellations by You

Refunds for customer-initiated cancellations will be processed according to the schedule in Section 1, provided that:

• The cancellation request is submitted in writing
• The booking was not made under a non-refundable promotion
• The cancellation does not fall under the exceptions listed in Section 5

3.2 Cancellations by TranquilTrack

If we must cancel your trip due to circumstances within our control (such as insufficient group size or operational issues), you will be offered the following options:

• A full refund of all payments made to TranquilTrack
• An alternative trip of comparable standard, if available (with price difference refunded or charged accordingly)
• A credit voucher for the full amount paid, valid for 24 months from the date of issue

3.3 Partial Use of Services

No refunds will be provided for unused services or accommodations during your trip, including:

• Missed transportation
• Unused nights in hotels
• Missed tours or activities
• Early departure from a tour

We strongly recommend purchasing comprehensive travel insurance to protect against such circumstances.

4. Refund Processing

4.1 Refund Method

Refunds will be processed using the same payment method used for the original transaction unless otherwise agreed:

• Credit/debit card payments will be refunded to the same card
• Bank transfer payments will be refunded to the originating account
• Cash payments will require additional verification and may be refunded via bank transfer

4.2 Processing Timeline

We will process refund requests within the following timeframes:

• Initial review of refund request: 3-5 business days
• Refund approval and processing: 5-10 business days
• Appearance of funds in your account: 5-14 additional business days (depending on your financial institution)

Please note that during peak travel seasons or unusual circumstances, processing times may be longer.

4.3 Refund Confirmation

Once your refund has been processed, you will receive a confirmation email with details of the refund amount and processing information.

5. Exceptions and Special Circumstances

5.1 Force Majeure

If your trip is canceled or significantly altered due to circumstances beyond our reasonable control (force majeure), including but not limited to:

• Natural disasters or adverse weather conditions
• Pandemic, epidemic, or public health emergency
• War, civil unrest, or terrorism
• Government actions or travel restrictions
• Labor disputes or strikes

We will offer the following options:

• Postponement of your trip to a later date (subject to availability)
• A credit voucher for the full amount paid, valid for 24 months
• A refund, less any non-recoverable costs already incurred on your behalf

5.2 Visa Rejections

If your visa application is rejected and you cannot participate in the trip:

• You must notify us in writing immediately with proof of visa rejection
• We will process a refund according to our standard cancellation schedule in Section 1
• An administrative fee of £50 will be applied regardless of when the cancellation occurs

We strongly recommend not making non-refundable travel arrangements until your visa has been approved.

5.3 Personal Emergencies

In case of serious illness, injury, or death of the traveler or immediate family member:

• You must provide appropriate documentation (such as a medical certificate or death certificate)
• We will evaluate each case individually and may offer more favorable refund terms than our standard policy
• A minimum administrative fee of £50 will still apply

Again, comprehensive travel insurance is strongly recommended to cover such unforeseen circumstances.

6. How to Request a Refund

6.1 Refund Request Procedure

To request a refund, please follow these steps:

1. Send a written cancellation notice and refund request to [email protected]
2. Include your booking reference number, full name, and contact information
3. Clearly state the reason for cancellation
4. Attach any relevant supporting documentation (if applicable)
5. Indicate your preferred refund method (if different from original payment method)

6.2 Required Documentation

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

• Medical emergencies: Doctor's certificate or hospital documentation
• Bereavement: Death certificate or funeral notice
• Visa issues: Copy of visa rejection letter
• Force majeure: Evidence of the event affecting your travel plans

6.3 Disputes and Appeals

If you believe your refund request has been incorrectly assessed:

1. Submit a written appeal to [email protected] within 14 days of receiving our decision
2. Include your booking reference, previous correspondence, and detailed explanation of why you believe the decision should be reconsidered
3. Provide any additional evidence to support your appeal

We will review your appeal and respond within 10 business days.

7. Travel Insurance Recommendation

TranquilTrack strongly recommends that all travelers purchase comprehensive travel insurance that includes coverage for trip cancellation, interruption, medical emergencies, and baggage loss or damage. Travel insurance can provide financial protection for many circumstances that are not covered by our refund policy.

While we can recommend insurance providers, the decision to purchase insurance and the choice of policy is entirely yours. Please carefully review any insurance policy to ensure it meets your specific needs and covers the relevant risks.

8. Changes to This Policy

TranquilTrack reserves the right to modify this refund policy at any time. Any changes will be posted on our website and will apply to bookings made after the revised policy is published. The refund policy in effect at the time of your booking will apply to your transaction.

If we make significant changes to this policy, we will notify our customers through email or prominent notice on our website before the changes take effect.

9. Contact Information

If you have questions about our refund policy or need assistance with a refund request, please contact us:

TranquilTrack
11 Wilkinson Manor
East Jimmouth
L25 8SJ
United Kingdom

Phone: +44 890 107 3013

Email (for refund requests): [email protected]

Email (for policy questions): [email protected]

Our customer service team is available Monday-Friday, 9am-6pm GMT and Saturday, 10am-4pm GMT.