Refund Policy

Introduction

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

Please read this Refund Policy carefully before making any reservations. This policy should be read in conjunction with our Terms and Conditions.

Definitions

In this Refund Policy, the following definitions apply:

• "Booking" means the reservation of travel services or arrangements made through FenbrookWay.
• "Cancellation" means the cancellation of a Booking by you or by us before the Departure Date.
• "Departure Date" means the date on which your tour or travel arrangement is scheduled to begin.
• "Deposit" means the amount paid at the time of Booking to secure the reservation.
• "Force Majeure" means unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised.
• "Refund" means the return of money paid for travel services that have been cancelled or altered.
• "Significant Change" means a major change to your tour, such as a change of Departure Date or a change to a lower standard of accommodation.

Deposits and Payments

When you book a tour with FenbrookWay, the following payment terms apply:

• A non-refundable Deposit of 20% of the total tour cost is required at the time of Booking to secure your reservation.
• The balance of the payment is due no later than 60 days before the Departure Date.
• For Bookings made within 60 days of the Departure Date, full payment is required at the time of Booking.

Please note that some specialized tours, particularly those involving permits, special events, or peak season travel, may have different deposit requirements and payment schedules. These will be clearly communicated at the time of booking.

Cancellation by You

Standard Cancellation Fees

If you need to cancel your Booking, you must notify us in writing. Email notifications should be sent to [email protected]. The date we receive your written notification will determine the cancellation fees applicable.

The following cancellation fees apply to standard tours:

Specialized Tours

Specialized tours, including but not limited to safari experiences, expedition cruises, and tours involving permits or special events, may have different cancellation policies. These will be clearly communicated at the time of Booking and will take precedence over the standard cancellation fees listed above.

Partial Cancellations

If one or more members of your party cancel, but not the entire Booking, cancellation fees will apply to those individuals. Additionally, the tour price for remaining travelers may change to reflect the revised party size.

No-Show

If you fail to join a tour on the Departure Date, or if you join after departure, or leave before completion, no refund will be made for any unused services or accommodations.

Refund Process

Timing of Refunds

When a refund is due, we will process it as follows:

• For cancellations made more than 60 days before departure: Refund processed within 14 business days
• For cancellations made 60 days or less before departure: Refund processed within 30 business days

Please note that while we will process refunds within these timeframes, it may take additional time for the funds to appear in your account, depending on your payment method and financial institution.

Refund Method

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

• Credit card payments will be refunded to the same credit card
• Bank transfer payments will be refunded via bank transfer to the originating account
• PayPal payments will be refunded to the same PayPal account

We cannot issue refunds to a different person than the one who made the original payment.

Currency and Exchange Rates

All refunds will be processed in the currency of the original transaction. If currency exchange rates have fluctuated between the time of payment and the time of refund, this may affect the amount you receive in your local currency. FenbrookWay is not responsible for any losses or gains resulting from currency exchange rate fluctuations.

Cancellation by FenbrookWay

Cancellation Due to Insufficient Participants

Some of our tours require a minimum number of participants to operate. If this minimum is not reached, we reserve the right to cancel the tour. In such cases:

• We will notify you at least 30 days before the Departure Date
• You will receive a full refund of all monies paid to us
• Alternatively, you may choose to transfer to another tour (subject to availability and price adjustments)

Cancellation Due to Force Majeure

If we are forced to cancel your tour due to Force Majeure events (such as natural disasters, political instability, epidemics, pandemics, or other circumstances beyond our control), the following applies:

• We will notify you as soon as possible
• You will receive a full refund of all monies paid to us, or
• You may choose to accept a credit voucher for the full amount paid, valid for 24 months from the date of cancellation, or
• You may transfer to an alternative tour (subject to availability and price adjustments)

We are not responsible for any incidental expenses you may have incurred as a result of your booking, such as visas, vaccinations, or non-refundable flights. We strongly recommend purchasing comprehensive travel insurance to cover such expenses.

Cancellation Due to Government Travel Advisories

If a government travel advisory is issued advising against travel to your destination after you have booked but before your Departure Date, the following options will be available:

• Postponement of your trip to a later date (subject to availability)
• Credit voucher for the full amount paid, valid for 24 months from the date of cancellation
• Full refund of all monies paid to us

Changes to Bookings

Changes by You

If you wish to make changes to your Booking after confirmation, the following applies:

• Changes made more than 60 days before Departure Date: £50 per person per change
• Changes made 59-30 days before Departure Date: £100 per person per change
• Changes made less than 30 days before Departure Date: treated as cancellation and rebooking, and cancellation fees will apply

Changes of Departure Date or tour type are treated as cancellations and rebookings, and cancellation fees will apply as outlined above.

Changes by Us

If we make a Significant Change to your tour before departure, you will have the following options:

• Accept the change
• Accept an alternative tour of comparable standard, if available (we will refund any price difference if the alternative is of lower value)
• Cancel your Booking and receive a full refund of all monies paid

Minor changes do not entitle you to a refund or to cancel your tour without incurring the standard cancellation fees.

Unused Services

No refunds will be provided for unused portions of a tour once it has commenced, regardless of the reason for non-participation. This includes:

• Missed transportation or activities
• Voluntary or involuntary termination/departure from the tour
• Unused accommodations or meals
• Optional excursions or activities that were pre-booked and paid for

If you are unable to participate in certain activities due to illness, personal choice, or other reasons, no refunds will be provided for these unused services.

Travel Insurance and Trip Protection

We strongly recommend that all travelers purchase comprehensive travel insurance that includes trip cancellation coverage. Travel insurance can provide reimbursement for non-refundable trip costs if you need to cancel for covered reasons such as:

• Illness or injury of you, a traveling companion, or a family member
• Death of you, a traveling companion, or a family member
• Natural disasters affecting your destination
• Other covered reasons specified in the insurance policy

FenbrookWay can recommend travel insurance providers but is not an insurance broker and does not process insurance claims. All insurance claims must be filed directly with your insurance provider.

Special Circumstances

Medical Emergencies

If you need to cancel your tour due to a serious medical emergency or condition that makes travel impossible or inadvisable, you may request a partial refund or credit by providing appropriate documentation from a licensed medical practitioner. Each case will be reviewed individually, and while we cannot guarantee exceptions to our standard policy, we will make reasonable efforts to accommodate genuine medical emergencies.

Visa Denials

If your visa application for the destination country is denied, you may be eligible for a partial refund provided that:

• You applied for the visa in a timely manner
• You meet all the requirements for the visa
• You provide documentation of the visa denial
• You notify us immediately upon receiving the denial

In such cases, a refund may be issued less the Deposit and any non-recoverable expenses already incurred by FenbrookWay on your behalf.

Transfer of Booking

If you are unable to travel, you may transfer your Booking to another person who satisfies all the conditions applicable to the tour, subject to the following:

• You must notify us in writing at least 30 days before the Departure Date
• The transferee must satisfy all the requirements relating to the Booking
• Both you and the transferee are jointly and severally liable for payment of any balance due and transfer fees
• A transfer fee of £100 per person will apply

Transfers may not be possible for certain tours, particularly those involving flights or permits issued in the original traveler's name.

Promotional Offers, Vouchers, and Credits

Bookings made using promotional offers, discount codes, vouchers, or credits may be subject to additional restrictions regarding changes and refunds. These restrictions will be clearly communicated at the time of Booking.

If a tour is cancelled by FenbrookWay, any promotional discounts applied to the original Booking may not be applicable to alternative tours if rebooked.

Credit vouchers issued as a result of cancellations have the following terms:

• Valid for 24 months from the date of issue
• Non-transferable to other individuals
• May be used for any FenbrookWay tour
• No refund will be issued for any unused portion of the credit voucher

Complaints and Refund Requests

If you experience issues during your tour that you believe warrant a refund, you must:

1. Report the issue to our tour leader or local representative immediately, so they have an opportunity to resolve the issue on the spot
2. If the issue cannot be resolved locally, contact our emergency assistance line
3. If still unresolved, submit a written complaint within 28 days of the end of your tour, including all relevant documentation and details

Refund requests that do not follow this procedure may be declined. We will review all properly submitted refund requests and respond within 30 days.

Contact Information

For cancellations, refund requests, or questions about this Refund Policy, please contact us at:

FenbrookWay
Attn: Bookings Department
Flat 01 Allen Burgs
Baileychester BT66 7RR
United Kingdom

Email: [email protected]

Phone: +446247422058

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. The updated policy will be posted on our website with the "Last Updated" date revised. Any changes will apply only to bookings made after the revised policy is posted.

The Refund Policy in effect at the time of your booking will apply to your reservation. We recommend reviewing the current policy before making a reservation.