Refund and Returns Policy

Last updated: 15/09/2025

This Refund & Cancellation Policy explains how cancellations, changes and refunds are handled for bookings made via Your Trips Guide (“Your Trips Guide”, “we”, “us”, “our”) on yourtripsguide.com (the “Platform”).

Your Trips Guide operates as an intermediary connecting you with local suppliers who provide tours, excursions, transfers and other travel services. Contracts for these services are formed directly between you and the relevant supplier.

This Policy should be read together with:

  • our Terms of Use and Privacy Policy;
  • the Supplier’s Terms and Conditions and cancellation rules shown on the product page and during the booking process.

Where there is a conflict, the Supplier’s own cancellation terms will usually determine whether a refund is possible for a specific booking.

1. Scope

This Policy applies to bookings made via yourtripsguide.com for:

  • day trips, excursions, and activities;
  • multi-day tours and experiences;
  • airport and local transfers;
  • tickets and similar travel services,

where Your Trips Guide processes payment on behalf of the supplier.

It does not apply to services you book directly with a third party outside our Platform (for example, hotels, airlines, or other websites).

2. Key Principles

Because Your Trips Guide acts solely as an intermediary:

  1. Each product has its own cancellation policy set by the supplier (for example, “free cancellation up to 24 hours before start time” or “non-refundable”).
  2. Whether you are entitled to a refund depends primarily on that supplier policy and on when you request to cancel or change your booking.
  3. Your Trips Guide will assist you in forwarding cancellation or change requests to the supplier and, where a refund is approved, will process it on the supplier’s behalf.

You are responsible for reviewing the cancellation terms shown on the tour/activity page and at checkout before confirming your booking.

3. Cancellations by You (the Customer)

3.1 General rule

If you wish to cancel a booking, you must:

  • follow the instructions in your booking confirmation (voucher); or
  • contact us at info@yourtripguides.com with your booking reference, name, and date of the activity.

Your cancellation will be handled according to the supplier’s policy for that product.

Common examples include (for illustration only):

  • Free cancellation up to a certain deadline (e.g. 24 or 48 hours before the scheduled start time), with a 100% refund;
  • Partial refund if you cancel after the free-cancellation deadline but before the start time (a cancellation fee may apply);
  • No refund for cancellations made after the start time, for late arrival, or for “last-minute” bookings where the supplier policy states the service is non-refundable.

The exact rules applicable to your booking will be those shown in the product description and booking flow at the time of purchase.

3.2 Late arrival and no-show

You are responsible for arriving at the meeting point on time and with the required documents (voucher, ID, tickets, etc.), and for complying with any health or participation requirements (e.g. diving certification, age limits).

Unless the supplier’s policy states otherwise:

  • if you arrive late or fail to show up (“no-show”), the booking is treated as fully used, and no refund is due;
  • unused portions of a tour or activity (for example, leaving early by choice) are not refundable.

4. Changes and Rebooking

If you wish to change the date, time, or number of participants:

  • contact us as soon as possible at the email address above;
  • we will forward your request to the supplier.

Approval of changes depends entirely on:

  • availability, and
  • the supplier’s change policy (some treat changes as cancellations and rebookings, which may involve fees).

If the supplier treats your change as a cancellation, any refund will be handled under the cancellation rules for that product.

5. Cancellations by the Supplier or by Your Trips Guide

A supplier (or, in rare cases, Your Trips Guide) may cancel a booking in circumstances such as:

  • unsafe weather or sea conditions;
  • minimum participant numbers not reached;
  • unforeseen operational or safety issues;
  • force majeure events (natural disasters, strikes, political unrest, etc.);
  • incorrect or incomplete information displayed due to obvious technical or pricing errors.

Where a booking is cancelled by the supplier and no alternative is offered or accepted:

  • you will usually be entitled to a full refund of the price paid for that service; or
  • where offered and accepted by you, the booking may be rescheduled or changed to a comparable alternative, instead of a refund.

The exact remedy (refund or rebooking) will depend on the supplier’s conditions and applicable law.

6. Special Cases

6.1 Multi-day tours and packages

For multi-day trips or packages, stricter cancellation terms often apply (for example, higher cancellation fees or longer notice periods). These will be stated in the product description and booking conditions. Please read them carefully before booking.

6.2 Promotions and non-refundable offers

Some offers may be explicitly marked as “non-refundable”, “no free cancellation”, or similar. For such bookings:

  • no refund is usually possible once the booking is confirmed,
  • except where the supplier cancels the service or where mandatory consumer law provides otherwise.

7. Refunds for Payment Errors and Technical Issues

7.1 Duplicate or obvious billing error

  • you were clearly charged twice for the same booking; or
  • the amount charged does not match the total shown at checkout due to a technical issue.

In such cases we may refund the duplicate or incorrect portion after verification.

7.2 Technical failure preventing booking confirmation

  • payment was processed, but due to a technical error you never received a valid confirmation and the supplier does not accept your booking.

In this case we will either finalize the booking correctly or refund the full amount paid.

7.3 Unauthorized transactions

  • if you suspect a payment was made without your authorization (for example, due to card theft or account compromise), you must immediately contact your bank or payment provider, and then inform us.

We will cooperate with the payment provider’s investigation and refund where appropriate according to their decision and applicable law.

8. How Refunds Are Processed

If a refund is approved (either by the supplier under its cancellation policy, or by Your Trips Guide in the special cases outlined above):

  • the refund will generally be made via the same payment method used for the original booking, where technically possible;
  • the amount refunded will reflect:
    • any applicable cancellation fees charged by the supplier; and
    • any non-recoverable third-party costs (e.g. bank or payment-gateway fees), where permitted by law.

Refund processing times may vary depending on your bank, card issuer or payment provider. Once we have initiated the refund, any delay in appearing on your statement is beyond our control.

9. How to Request a Cancellation or Refund

To cancel a booking or request a refund, please contact:

Email: info@yourtripguides.com
Phone:

Include:

  • your full name;
  • booking reference number;
  • date and destination of the tour/activity;
  • number of participants;
  • a clear description of your request (cancellation, change, refund) and the reason;
  • any supporting documents (e.g. medical certificate, airline cancellation proof), if relevant.

We will acknowledge your request and liaise with the supplier where necessary. Requests are processed in the order they are received; we aim to respond within a reasonable time but do not guarantee a fixed response deadline.

10. Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your bank or card issuer:

  • we may suspend or cancel the associated booking while the dispute is under review;
  • we will provide the payment provider with relevant records (booking details, correspondence, and applicable cancellation terms).

If we have already refunded you directly, you agree not to seek a duplicate refund via chargeback for the same booking.

11. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The most recent version will always be available on yourtripguides.com and will take effect from the date it is published, unless stated otherwise.

Your continued use of the Platform after any changes come into effect constitutes your acceptance of the updated Policy.