Refund Policy

1. Introduction

At HubConnectors, we understand that plans can change. This Refund Policy outlines the terms and conditions for refunds and cancellations of bookings made through our website or directly with our team. Our aim is to provide clear and fair guidelines that protect both our customers and our business.

Please read this policy carefully before making a booking. By making a booking with HubConnectors, you agree to the terms of this Refund Policy.

2. General Refund Conditions

Our refund policy is designed with the following principles in mind:

• All refund requests must be submitted in writing via email to [email protected] or through our contact form.
• The date of cancellation is considered to be the date on which we receive your written cancellation request.
• Refund amounts are calculated based on the total tour cost and the notice period given before the scheduled departure date.
• Some bookings may be subject to specific cancellation terms that differ from our standard policy. These will be clearly communicated at the time of booking.
• Administration fees and certain non-refundable expenses (such as visa fees, insurance premiums, and some reservation fees) may not be refundable regardless of when you cancel.

3. Standard Cancellation and Refund Schedule

For most of our tours and travel packages, the following refund schedule applies:

Please note that certain special promotions, last-minute deals, or third-party supplier bookings may have different cancellation terms. These will be clearly communicated during the booking process.

4. Specific Tour Type Refund Policies

Different types of tours may have specific refund policies due to their nature and the commitments we make to our suppliers:

4.1 Custom Tours

For personalized itineraries created specifically for you:

• Planning fee (if applicable) is non-refundable once itinerary development has begun.
• Deposits are typically 25% of the total tour cost and are subject to stricter cancellation terms due to the custom nature of the arrangements.
• Cancellations 90+ days before departure: 75% of deposit refundable
• Cancellations 60-89 days before departure: 50% of deposit refundable
• Cancellations less than 60 days before departure: standard cancellation schedule applies to the total tour cost

4.2 Group Tours

For pre-scheduled group departures:

• Early bird discounts or group rate benefits will be forfeited in the event of a cancellation.
• If your cancellation reduces the group size below the minimum required for certain rates or benefits, additional charges may apply to the remaining travelers.

4.3 Adventure and Specialty Tours

For adventure activities, wildlife safaris, and specialty experiences:

• Due to limited availability and high demand, these tours often have stricter cancellation policies.
• Deposits are typically non-refundable.
• Cancellations 90+ days before departure: 70% of remaining payment refundable
• Cancellations 60-89 days before departure: 40% of remaining payment refundable
• Cancellations less than 60 days before departure: No refund

5. Conditions for Full Refunds

In certain circumstances, you may be eligible for a full refund regardless of the standard cancellation schedule:

• Tour Cancellation by HubConnectors: If we cancel a tour or travel package due to insufficient participants, safety concerns, or other operational reasons, you will be offered either a full refund or credit toward a future booking (often with added value).
• Significant Changes by HubConnectors: If we make significant changes to your itinerary after booking (such as a change of departure date, destination, or accommodation standard) and these changes are not acceptable to you, you may be entitled to a full refund.
• Force Majeure with Travel Advisory: If an official government travel advisory (Level 4 or equivalent) is issued for your destination due to natural disasters, political unrest, or other extraordinary circumstances, and this occurs after your booking but before your departure, flexible rebooking options or refunds may be available.

6. Non-Refundable Items

Certain components of your booking may be non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees
• Vaccination and medical preparation costs
• Airfare or other transportation that is identified as non-refundable at the time of booking
• Administration fees and payment processing charges

We strongly recommend purchasing comprehensive travel insurance that includes cancellation coverage to protect your investment against unexpected events.

7. Refund Process and Timeline

When a refund is approved, the following process applies:

1. Confirmation: Once your cancellation request is received and processed, we will send a confirmation email outlining the refund amount and process.
2. Processing Time: Standard refunds are processed within 14 business days of approval. However, refunds for tours with third-party suppliers may take 30-60 days depending on the supplier's policies.
3. Refund Method: Refunds are typically issued using the same method as the original payment:
   • Credit card payments will be refunded to the same card
   • Bank transfers will be returned to the originating account
   • Other payment methods will be handled on a case-by-case basis
4. Currency and Rates: Refunds will be processed in the same currency as the original payment. Any currency conversion costs or fluctuations are the responsibility of the customer.

8. How to Request a Refund

To request a cancellation and refund, please follow these steps:

1. Email your cancellation request to [email protected] with the subject line "Cancellation Request - [Booking Reference]"
2. Include the following information:
   • Full name of the lead traveler
   • Booking reference number
   • Tour/package name and departure date
   • Reason for cancellation
   • Contact phone number
3. Our customer service team will respond within 2 business days to acknowledge your request and provide information about the applicable refund amount and process.

For urgent cancellation matters, you may also call us at +44 942 427 3971 during business hours, but a written cancellation request is still required to initiate the refund process.

9. Travel Credits as an Alternative

In some cases, especially for cancellations due to personal circumstances, accepting a travel credit instead of a refund may be advantageous:

• Travel credits are typically valid for 24 months from the date of issue.
• We often offer additional value (5-15% bonus) when you choose a credit instead of a refund.
• Credits can be applied to any HubConnectors tour or package, not just the original booking type.
• Credits are transferable to friends or family members with written authorization.

Ask our customer service team about credit options when requesting a cancellation.

10. Special Circumstances

10.1 Medical Cancellations

If you need to cancel due to a serious illness or injury affecting you or an immediate family member:

• Provide a doctor's certificate or medical documentation within 7 days of your cancellation request.
• While we still apply our standard cancellation policy, medical documentation helps with travel insurance claims.
• In exceptional cases, we may offer additional flexibility at our discretion.

10.2 COVID-19 and Pandemic-Related Cancellations

Our policy for pandemic-related cancellations is reviewed regularly based on the global situation:

• If government travel restrictions prevent the operation of your tour, we will offer rebooking options or refunds as outlined in Section 5.
• If you choose not to travel due to pandemic concerns but the tour is still operating, standard cancellation terms apply.
• We recommend purchasing travel insurance with specific COVID-19 coverage for additional protection.

For the most current policy regarding pandemic-related cancellations, please contact our customer service team.

11. Amendments to Bookings

If instead of cancelling completely, you wish to change your travel dates or itinerary:

• Changes requested 60+ days before departure typically incur an administration fee of £50 per person plus any difference in tour costs or supplier fees.
• Changes requested less than 60 days before departure are treated as a cancellation and rebooking, with standard cancellation fees applying.
• Name changes or traveler substitutions are subject to a £75 administration fee and are only permitted if all suppliers accept the change.

12. Contact Information

If you have any questions about our Refund Policy, please contact our customer service team:

13. Policy Updates

This Refund Policy may be updated periodically. The most current version will always be posted on our website with the effective date. For bookings already confirmed, the Refund Policy in effect at the time of booking will generally apply, unless otherwise required by law.