At Hazel Byline, we understand that plans can change. This Refund Policy outlines our procedures for cancellations, refunds, and changes to bookings. Our aim is to be fair and transparent while balancing our commitments to suppliers and other travelers.
This policy should be read in conjunction with our Terms and Conditions, which form the basis of your contract with us.
By making a booking with Hazel Byline, you acknowledge that you have read, understood, and agree to this Refund Policy.
To secure your booking, we require a non-refundable deposit of 25% of the total tour cost at the time of booking. This deposit is used to secure accommodations, transportation, guides, and other services on your behalf.
The deposit is non-refundable because once paid, we begin making financial commitments to our suppliers based on your participation.
The balance of the tour cost is due 60 days before the departure date unless otherwise specified in your booking confirmation.
If you need to cancel your booking, you must notify us in writing by email to [email protected] or by mail to our office address. Cancellation becomes effective on the day we receive your written notification.
Cancellation fees are calculated as follows:
| Days Before Departure | Cancellation Fee |
|---|---|
| More than 60 days | Loss of deposit (25% of total tour cost) |
| 59-30 days | 50% of total tour cost |
| 29-15 days | 75% of total tour cost |
| 14 days or less | 100% of total tour cost |
These cancellation fees reflect the costs and losses we incur when you cancel, including non-refundable payments to suppliers, administrative costs, and the potential inability to resell your space on short notice.
Some tours have different cancellation policies due to their specialized nature, supplier requirements, or seasonal considerations. These include but are not limited to:
Cancellation policies for customized private tours are determined on a case-by-case basis and will be clearly stated in your booking confirmation.
The specific cancellation policy applicable to your booking will be clearly stated in your booking confirmation. In case of any discrepancy between this general policy and your booking confirmation, the terms in your booking confirmation will prevail.
If you are entitled to a refund, we will process it as follows:
Refunds will be made in the same currency as the original payment. Any bank charges or currency conversion differences incurred during the refund process are the responsibility of the customer.
If you wish to make changes to your booking after it has been confirmed (such as changing dates, accommodation preferences, or adding/removing services), we will make reasonable efforts to accommodate your request, subject to availability and the following conditions:
You may transfer your booking to another person who satisfies all the conditions applicable to the booking, provided:
Both you and the transferee remain jointly and severally liable for the payment of any balance due and for any additional fees, charges, or other costs arising from the transfer.
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:
If we must cancel your tour due to force majeure events (such as natural disasters, political instability, pandemic situations, or other circumstances beyond our control), we will offer you the following options:
Please note that in force majeure situations, we may not be able to recover all payments made to suppliers, which may affect the amount refundable to you.
If we cancel your tour for reasons other than force majeure or minimum numbers not being met (such as operational or safety concerns within our control), you will receive:
If you do not show up for your tour or leave a tour early by your own choice:
We strongly recommend that all customers purchase comprehensive travel insurance at the time of booking. Quality travel insurance can provide coverage for trip cancellation due to unforeseen circumstances, medical emergencies, travel delays, and lost luggage.
Travel insurance with trip cancellation coverage may reimburse you for cancellation fees if you need to cancel for covered reasons, such as:
We can recommend travel insurance providers, but the contract will be between you and the insurance company. It is your responsibility to ensure you understand the coverage provided and the claim procedures.
From time to time, we may offer special promotions, discounts, or early booking incentives. These special offers may have different payment and cancellation terms, which will be clearly stated in the offer details and your booking confirmation.
If you book a tour under a special offer or promotion, the specific terms of that offer will take precedence over our standard refund policy where they differ.
If you are dissatisfied with any aspect of your tour and believe you are entitled to a refund:
We will acknowledge your complaint within 7 days and aim to provide a full response within 28 days. If a refund is warranted, it will be processed according to our refund process outlined above.
We understand that sometimes exceptional circumstances arise. In cases of serious illness, bereavement, or other significant life events that prevent you from traveling, we may, at our discretion, offer more flexible cancellation terms than our standard policy.
To request special consideration:
While we will make every effort to be compassionate in genuine cases of hardship, our ability to offer refunds outside our standard policy is limited by our own financial commitments to suppliers.
For all cancellations, refund requests, or questions about this policy, please contact:
Bookings Department
Hazel Byline
Flat 84q Karlie Court Brownview
TA24 6LB
United Kingdom
Email: [email protected]
Phone: +44 811 922 0336
Our office hours are Monday to Friday, 9am - 6pm GMT and Saturday, 10am - 4pm GMT.
We reserve the right to modify this Refund Policy at any time. Any changes will be posted on our website with the updated "Last Updated" date at the top of the policy.
Changes to this policy will not apply retroactively to bookings made before the change unless required by law or government regulation. The version of the Refund Policy in effect at the time of your booking will apply to your reservation.