Refund Policy

Introduction

At SteadyPassage, we understand that plans can change. This refund policy outlines the conditions under which we provide refunds for our travel services, tours, and packages. We strive to be fair and transparent in our refund practices while maintaining the sustainability of our business operations.

This policy applies to all bookings made directly with SteadyPassage, whether through our website, by phone, email, or in person. Please read this policy carefully before making a reservation with us.

1. Refund Eligibility

1.1 Cancellation by Customer

Your eligibility for a refund depends on when you cancel your booking relative to your departure date:

• Cancellation 70+ days before departure: Full refund minus the non-refundable deposit (typically 20% of the total booking value)
• Cancellation 69-42 days before departure: 50% refund of the total booking value
• Cancellation 41-28 days before departure: 25% refund of the total booking value
• Cancellation 27 days or less before departure: No refund

These timeframes are calculated based on calendar days, not business days. The day of departure is not included in the calculation.

1.2 Cancellation by SteadyPassage

In the rare event that SteadyPassage needs to cancel a tour or travel service, you will be offered the following options:

• A full refund of all payments made to SteadyPassage for the cancelled service
• Credit toward a future booking with us, valid for 24 months from the date of cancellation
• An alternative tour or travel service of equivalent value, subject to availability

1.3 Special Circumstances

We understand that unexpected events can occur. In the following cases, we may offer more flexible refund terms at our discretion:

• Medical emergencies: With documented proof of a serious medical condition that prevents travel
• Bereavement: In the event of death or serious illness of an immediate family member
• Natural disasters: If a natural disaster at the destination makes travel unsafe or impossible
• Political unrest: If government authorities issue travel advisories against visiting your destination

In these cases, we may offer a full or partial refund, or credit toward a future booking, depending on the circumstances and timing relative to your departure date.

2. Non-Refundable Items

The following items are generally non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees
• Vaccination costs
• Any third-party fees that have already been incurred and cannot be recovered by SteadyPassage

Additionally, certain promotional offers, last-minute deals, or specially discounted packages may be sold on a non-refundable basis. This will be clearly indicated at the time of booking.

3. Refund Process

3.1 How to Request a Refund

To request a refund, you must notify SteadyPassage in writing of your cancellation. This can be done by:

• Emailing us at [email protected]
• Submitting the refund request form on our website
• Sending a written letter to our office address

Your cancellation is effective from the date we receive your written notification. We recommend using a method that provides confirmation of receipt.

Your refund request should include:

• Your booking reference number
• Full name of the lead traveler
• Date of the scheduled departure
• Reason for cancellation
• Any supporting documentation (if applicable)

3.2 Refund Processing Timeline

We process refunds according to the following timeline:

• Review period: 5-7 business days to review your refund request and determine eligibility
• Processing time: 10-14 business days to process approved refunds
• Bank/credit card processing: An additional 3-10 business days for the funds to appear in your account, depending on your financial institution

Total time from refund request to receipt of funds typically ranges from 18-31 business days.

3.3 Refund Method

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

• Credit/debit card payments will be refunded to the same card
• Bank transfers will be refunded to the originating bank account
• PayPal payments will be refunded to the PayPal account used

If the original payment method is no longer available or valid, we will work with you to find an alternative refund method. This may require additional verification steps.

3.4 Partial Tour Participation

If you leave a tour early or do not participate in certain included activities by choice, no refund will be provided for unused services. We cannot refund the cost of missed transfers, meals, accommodations, or other included activities.

4. Travel Insurance and Trip Protection

Given the significant investment that travel represents and the potential for unexpected events, we strongly recommend that all customers purchase comprehensive travel insurance that includes trip cancellation coverage.

A good travel insurance policy can provide coverage for many situations that would not qualify for a refund under our standard policy, including:

• Medical emergencies before or during travel
• Trip interruption due to illness or injury
• Travel delays or missed connections
• Lost, damaged, or delayed baggage
• Job loss or other work-related emergencies

SteadyPassage can assist you in finding appropriate travel insurance, or you may purchase a policy independently. This should be done at the time of booking for maximum coverage benefits.

5. Exceptions and Special Situations

5.1 COVID-19 and Future Pandemics

Our approach to cancellations related to COVID-19 or future pandemics follows these guidelines:

• If government travel restrictions prohibit travel to your destination, we will offer a full refund or a credit for future travel
• If you choose not to travel due to concern about health risks, but there are no official travel restrictions, our standard cancellation policy applies
• If you contract COVID-19 or another infectious disease before travel, we will require medical documentation and will handle these cases under our medical emergency provisions

This policy may be updated as global health situations evolve.

5.2 Group Bookings

Group bookings (defined as 8 or more travelers booked together) are subject to special terms:

• A higher non-refundable deposit (typically 30% of the total booking value)
• Earlier final payment deadlines (typically 90 days before departure)
• More restrictive cancellation penalties, as detailed in the group booking agreement

5.3 Custom or Tailor-Made Itineraries

For custom-designed or tailor-made itineraries, refund policies may be more restrictive due to the advance arrangements made with multiple suppliers. These will be clearly communicated at the time of booking and will be detailed in your custom tour agreement.

6. Changes to Bookings

6.1 Traveler-Initiated Changes

If you need to change your travel dates or itinerary rather than cancel completely:

• Changes made 70+ days before departure: Subject to a £75 per person administration fee, plus any difference in tour costs
• Changes made 69-42 days before departure: Subject to a £150 per person administration fee, plus any difference in tour costs
• Changes made 41 days or less before departure: Treated as a cancellation and new booking, with cancellation fees applying as outlined in Section 1.1

All changes are subject to availability and may not always be possible.

6.2 Transferring Your Booking to Another Person

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 42 days before departure
• The transfer is subject to a £150 per person administration fee
• Both you and the new traveler are jointly and severally liable for payment of all costs
• The new traveler must accept the terms of our booking conditions

Please note that many airlines and other transport providers treat name changes as a cancellation, requiring a new ticket to be issued at full cost. If this applies, the cost will be passed on to you.

7. Contact Information for Refund Inquiries

For any questions about our refund policy or to check the status of a refund request, please contact our Customer Service team:

Please include your booking reference number in all communications.

8. Updates to This Policy

We reserve the right to update or modify this refund policy at any time. Any changes will be posted on our website with a revised "Last Updated" date. The refund policy in effect at the time of your booking will apply to your reservation.

For bookings made through third-party agencies or platforms, the refund policy of that third party may apply instead of this policy. Please verify the applicable terms at the time of booking.