Refund Policy

Introduction

At Passive Channel, we understand that travel plans can change due to unforeseen circumstances. This Refund Policy outlines the terms and conditions for cancellations and refunds for bookings made through our services. Please read this policy carefully before making a booking.

Last Updated: April 15, 2024

Refund Eligibility

Eligibility for refunds depends on several factors, including:

• The type of travel service booked
• The amount of notice given before the scheduled departure date
• The specific terms of the booking
• The refund policies of our travel suppliers (airlines, hotels, tour operators, etc.)
• Whether travel insurance was purchased

All refund requests are assessed on a case-by-case basis according to the criteria outlined in this policy.

Standard Cancellation Schedule and Refund Terms

The following cancellation schedule applies to most of our standard packages and tours unless otherwise specified in your booking confirmation:

Note: The deposit amount (typically 20-30% of the total booking price) is non-refundable in most cases but may be applied to a future booking within 12 months of the original travel date, subject to availability.

Special Cancellation Terms

Luxury Tours and Premium Packages

Due to the exclusive nature of our luxury tours and premium packages, these bookings are subject to stricter cancellation policies:

• 120+ days before departure: 80% refund of total booking amount
• 90-119 days before departure: 60% refund of total booking amount
• 60-89 days before departure: 40% refund of total booking amount
• 59 days or less before departure: No refund (100% cancellation fee)

Group Bookings

For group bookings (6 or more travelers):

• 120+ days before departure: Full refund minus deposit
• 90-119 days before departure: 70% refund of total booking amount
• 60-89 days before departure: 50% refund of total booking amount
• 45-59 days before departure: 25% refund of total booking amount
• 44 days or less before departure: No refund (100% cancellation fee)

Special Events and Festivals

Tours that include special events, festivals, or high-demand seasonal attractions (e.g., cherry blossom season, Carnival, New Year celebrations) may have non-standard cancellation policies due to the advance commitments required. These specific terms will be clearly communicated at the time of booking.

Refund Processing

Timeframe

We process refund requests as promptly as possible according to the following timeline:

• Acknowledgment of refund request: Within 2 business days
• Assessment of refund eligibility: Within 5-7 business days
• Processing of approved refunds: Within 10-14 business days after approval

Please note that while we process refunds promptly on our end, it may take additional time (typically 5-10 business days) for the funds to appear in your account, depending on your financial institution.

Refund Method

Refunds are typically processed using the original payment method:

• Credit card payments: Refunded to the same credit card
• Bank transfers: Refunded to the originating bank account
• PayPal: Refunded to the PayPal account used for payment

In exceptional circumstances where a refund to the original payment method is not possible, alternative arrangements will be discussed on a case-by-case basis.

How to Request a Refund

To request a refund for your booking, please follow these steps:

1. Contact Us: Submit your refund request in writing by emailing [email protected] or through our Contact page.
2. Provide Information: Include the following details in your request:
   • Booking reference number
   • Full name of the lead traveler
   • Travel dates
   • Reason for cancellation
   • Contact information (email and phone number)
3. Documentation: If applicable, provide supporting documentation for your cancellation (e.g., medical certificate for illness-related cancellations).
4. Review: Our customer service team will review your request and contact you regarding your refund eligibility within 5-7 business days.

For urgent refund inquiries, you may also contact our customer service team by phone at +44 904 405 2020 during our business hours (Monday-Friday: 9am-6pm GMT, Saturday: 10am-4pm GMT).

Exceptions to Standard Refund Policy

Non-Refundable Bookings

Some promotional offers, special deals, and last-minute bookings may be explicitly marked as "non-refundable" at the time of booking. These bookings are not eligible for refunds under any circumstances, except as required by applicable law.

Third-Party Supplier Policies

Certain travel components (e.g., some airline tickets, event tickets, specific accommodation providers) have their own, often stricter, cancellation policies. In these cases, the supplier's policy takes precedence over our standard policy. We will clearly communicate these exceptions during the booking process.

Force Majeure

In cases of force majeure (e.g., natural disasters, political unrest, pandemics, government travel advisories), our ability to provide refunds may be affected by circumstances beyond our control. In such situations:

• We will make reasonable efforts to secure refunds or credits from suppliers
• We may offer rebooking options or travel credits in lieu of cash refunds
• The specific resolution will depend on the nature of the event and the policies of affected suppliers

Each force majeure situation is evaluated individually, and we strive to find the most favorable resolution for our clients.

Travel Insurance

We strongly recommend purchasing comprehensive travel insurance that includes cancellation coverage to protect your travel investment. Travel insurance may provide coverage for situations not covered by our standard refund policy, such as:

• Medical emergencies (personal or family)
• Unexpected work commitments
• Natural disasters or adverse weather conditions
• Travel delays or cancellations

While we can assist with the insurance claims process by providing necessary documentation, the approval of insurance claims is determined solely by the insurance provider and is subject to their terms and conditions.

Amendments and Transfers

Booking Amendments

As an alternative to cancellation, we offer the option to amend bookings subject to the following conditions:

• Amendment requests must be submitted in writing at least 30 days before departure
• An amendment fee of £50 per person applies to all changes
• Additional costs may apply if the new arrangements are more expensive
• Changes are subject to availability

Booking Transfers

You may transfer your booking to another person who satisfies all the conditions applicable to the booking, subject to:

• Providing us with reasonable notice (at least 30 days before departure)
• Payment of a transfer fee of £100 per person
• Payment of any additional costs imposed by our suppliers
• The new traveler accepting the terms of our booking conditions

Both the original and the new traveler are responsible for payment of any outstanding balance, transfer fees, and other costs arising from the transfer.

Contact Information for Refund Inquiries

For any questions or concerns regarding our Refund Policy, please contact our dedicated refunds team:

We are committed to handling all refund requests fairly and transparently. Our team will provide personalized assistance to help you understand your options in the event of a cancellation.