Refund Policy

Last Updated: May 1, 2024

At CliffGrove, we understand that plans can change. This Refund Policy outlines our procedures and guidelines for refunds related to our travel services and bookings. Please read this policy carefully to understand your rights and obligations when requesting a refund.

1. Cancellation and Refund Schedule

Refunds due to cancellations are subject to the following schedule, based on the number of days before the scheduled departure date:

All cancellations must be received in writing (email or letter) and will be effective on the date of receipt.

2. Special Expeditions and Custom Trips

For certain specialized expeditions, custom-designed trips, or trips to remote destinations, stricter cancellation terms may apply. These terms will be clearly communicated during the booking process and will be outlined in your booking confirmation.

Generally, these specialized trips may include:

• Larger non-refundable deposits (up to 50% of the trip cost)
• Earlier final payment deadlines
• More restrictive cancellation policies

3. Trip Transfers

If you are unable to travel on your booked trip, you may be able to transfer your booking to another person who satisfies all the conditions applicable to the trip, subject to the following conditions:

• You must notify us in writing at least 30 days before departure
• The transferee must meet all requirements for the trip
• A transfer fee of £100 per person will apply
• Both you and the transferee remain jointly liable for payment of all sums
• Any additional costs incurred due to the transfer (e.g., airline ticket change fees) must be paid by you or the transferee

4. Cancellations by CliffGrove

4.1 Trip Cancellations

In rare circumstances, we may need to cancel a scheduled trip. If we cancel your trip for any reason other than Force Majeure (see section 4.2) or failure to reach minimum group size (see section 4.3), you will be offered the following options:

• A full refund of all payments made
• An alternative trip of comparable quality (if available), with any price difference refunded or charged accordingly
• A travel credit for future use, valid for 24 months from the date of cancellation

4.2 Force Majeure

CliffGrove will not be liable for any failure or delay in performing our obligations due to events beyond our reasonable control, including but not limited to:

• Natural disasters or adverse weather conditions
• Terrorist activities, civil unrest, war, or threat of war
• Epidemic, pandemic, or public health emergency
• Government actions or restrictions

In such cases, we will offer the following options:

• Postponement of your trip to a later date (subject to availability)
• A travel credit for future use, valid for 24 months from the date of cancellation
• A partial refund, if possible, after deducting non-recoverable expenses already incurred by CliffGrove

4.3 Minimum Group Size Not Reached

Some of our trips require a minimum number of participants to operate as planned. If this minimum is not reached, we reserve the right to cancel the departure. In such cases, you will be notified at least 30 days before the departure date and offered:

• A full refund of all payments made
• An alternative trip of comparable quality (if available)
• A travel credit for future use, valid for 24 months from the date of cancellation

5. Significant Changes by CliffGrove

If we need to make a significant change to your trip after booking but before departure (e.g., change of destination, major change in itinerary), you will be offered the following options:

• Accept the proposed changes and any price adjustments
• Select an alternative trip of comparable quality (if available)
• Cancel and receive a full refund of all amounts paid

A significant change does not include a change of airline, transport, accommodation of similar quality, or minor itinerary adjustments necessary due to local conditions.

6. Refund Process and Timing

When a refund is approved:

• Refunds will be processed back to the original payment method used for booking
• Refunds for credit card payments typically take 7-14 business days to appear on your statement
• Refunds for bank transfers or other payment methods may take up to 30 business days

All refunds will be processed in the same currency as the original payment. Any currency conversion costs or bank fees are the responsibility of the customer.

7. Partially Used Services

No refunds will be provided for:

• Services not used by choice (e.g., skipping a planned activity or meal)
• Early departure from a trip for any reason
• Services missed due to late arrival or no-show

If you must leave a trip early due to illness, injury, or other emergency, we will assist in making necessary arrangements, but additional costs will be your responsibility, and no refunds will be provided for unused services.

8. Special Circumstances

8.1 Illness or Injury Before Departure

If you need to cancel due to serious illness or injury before departure, we may, at our discretion, offer more favorable terms than our standard cancellation policy. This would require:

• Written notice as soon as possible
• A medical certificate from a licensed physician clearly stating that travel is not recommended

8.2 Death of a Traveler or Immediate Family Member

In the unfortunate event of death of a traveler or immediate family member (spouse, parent, child, sibling) before departure, we will work with you to provide the most favorable solution possible, which may include:

• Full refund minus any non-recoverable expenses
• Postponement of trip with minimal or no penalties
• Transfer of booking to another person

Supporting documentation may be required.

9. Travel Insurance Recommendation

10. Amendments to This Policy

CliffGrove reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. Your continued use of our services following any changes indicates your acceptance of the revised Refund Policy.

11. Contact Us