Refund Policy

1. Refund Policy Overview

1.1 General Principles

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

• Transparency regarding refund eligibility and timeframes
• Fair consideration of both customer circumstances and our business commitments
• Consistency in application while allowing for exceptional circumstances
• Compliance with relevant travel industry regulations and consumer protection laws

1.2 Types of Bookings Covered

This refund policy applies to all products and services offered by SerenePattern, including but not limited to:

• Packaged tours and group travels
• Custom itineraries and private tours
• Accommodation bookings
• Transportation arrangements
• Activity and excursion bookings
• Travel insurance (subject to the insurance provider's terms)

1.3 Booking Confirmation and Payment

A booking is considered confirmed once we have received your deposit or full payment and have issued a written confirmation. The refund terms outlined in this policy apply from the moment your booking is confirmed.

2. Cancellation and Refund Terms

2.1 Standard Cancellation Schedule

For standard package tours and custom itineraries, the following cancellation and refund schedule applies:

• Cancellation 61+ days before departure: Full refund minus a £150 per person administrative fee
• Cancellation 60-45 days before departure: 75% refund of the total booking amount
• Cancellation 44-30 days before departure: 50% refund of the total booking amount
• Cancellation 29-15 days before departure: 25% refund of the total booking amount
• Cancellation 14 days or less before departure: No refund

Note: Some specialized tours, peak season travel, or third-party services may have different cancellation terms, which will be clearly communicated at the time of booking.

2.2 Deposit Refunds

Deposits are used to secure your booking and cover initial administrative costs. Our deposit refund policy is as follows:

• Deposits are generally non-refundable unless cancellation occurs more than 61 days before departure
• For cancellations more than 61 days before departure, deposits will be refunded minus the administrative fee mentioned above
• If your booking includes third-party services that require non-refundable deposits, these amounts may not be refundable regardless of when you cancel

2.3 Special Promotions and Discounted Bookings

Tours, packages, or services purchased under special promotions, flash sales, or with significant discounts may have modified or restricted refund terms. These special conditions will be clearly disclosed during the booking process and in your booking confirmation.

3. Conditions for Refund Eligibility

3.1 Circumstances Eligible for Refunds

Refunds will be considered under the following circumstances:

• Cancellation by the customer according to the schedule in section 2.1
• Significant changes to the itinerary made by SerenePattern after booking confirmation
• Cancellation of the tour or service by SerenePattern
• Extraordinary circumstances as outlined in section 3.3

3.2 Significant Changes by SerenePattern

If we need to make significant changes to your booking due to unforeseen circumstances, you will have the following options:

• Accept the proposed changes and continue with your modified booking
• Choose an alternative tour or service of equivalent or higher value (with no additional cost)
• Choose an alternative tour or service of lower value with a refund of the price difference
• Cancel your booking and receive a full refund

Significant changes include:

• Change of departure or return date by more than 24 hours
• Change of accommodation to a lower standard for a significant portion of the trip
• Major change to the itinerary, such as visiting a different country or missing a primary destination

3.3 Extraordinary Circumstances

In certain extraordinary circumstances, we may offer more flexible refund terms or alternatives. These circumstances include:

• Government-issued travel advisories recommending against travel to your destination
• Natural disasters, civil unrest, or other major events affecting the destination's safety
• Serious illness, injury, or death of the traveler or immediate family member (documentation may be required)

In these cases, we will work with you to provide one of the following options:

• Postponement of your trip to a later date with no change fees
• Credit for future travel valid for 24 months
• Partial or full refund, depending on the circumstances and timing

4. Refund Request Procedure

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team as soon as possible at [email protected] or call +44 325 981 0457
2. Provide your booking reference number, full name, and the reason for your refund request
3. Complete and submit the Refund Request Form that will be sent to you
4. Include any supporting documentation that may be required (e.g., medical certificates)

All refund requests must be submitted in writing (email is acceptable) to ensure proper documentation and processing.

4.2 Required Documentation

Depending on the reason for your refund request, we may require supporting documentation such as:

• Medical certificates or documentation for health-related cancellations
• Death certificates for bereavement-related cancellations
• Official documentation for legal obligations preventing travel
• Insurance claim information if applicable

4.3 Response Timeframe

We are committed to processing refund requests promptly:

• Acknowledgment of your refund request will be sent within 2 business days
• Review and decision regarding eligibility will be completed within 5-7 business days
• If additional information is required, we will notify you within this timeframe

5. Refund Processing

5.1 Processing Times

Once a refund is approved, processing times are as follows:

• Credit card refunds typically take 7-10 business days to appear on your statement
• Bank transfers may take 10-14 business days, depending on your banking institution
• During peak travel seasons or unusual circumstances, processing may take up to 30 days

5.2 Refund Method

Refunds will be processed using the original payment method:

• Credit card payments will be refunded to the same card
• Bank transfers will be returned to the originating account
• If the original payment method is no longer available, we will work with you to arrange an alternative refund method

5.3 Partial Refunds

In cases where only a partial refund is due:

• We will clearly communicate the refund amount and the calculation method
• Any non-refundable portions will be itemized and explained
• Administrative fees or cancellation penalties will be clearly identified

5.4 Currency and Exchange Rates

Refunds will be processed in the same currency as the original payment. If currency conversion is necessary due to payment method constraints:

• The exchange rate at the time of the refund processing will apply
• Any difference due to exchange rate fluctuations cannot be compensated

6. Exceptions and Special Cases

6.1 Non-Refundable Items

The following items are generally non-refundable, regardless of when cancellation occurs:

• Travel insurance premiums (subject to the insurance provider's own refund policy)
• Visa application fees and related services
• Clearly marked non-refundable special experiences or activities
• Administrative fees as specified in section 2.1

6.2 Travel Insurance Recommendation

We strongly recommend purchasing comprehensive travel insurance that includes cancellation coverage to protect your investment in case unexpected events prevent you from traveling. While travel insurance cannot cover every possible scenario, it provides important protection against many common travel disruptions.

6.3 Group Bookings

For group bookings (6 or more travelers), special refund terms may apply:

• Higher deposits may be required to secure group arrangements
• Earlier cancellation deadlines may apply
• Partial cancellations (reduction in group size) may affect pricing and terms

Group booking refund terms will be clearly outlined in your group contract or booking confirmation.

6.4 Third-Party Services

Some components of your booking may be provided by third-party suppliers with their own cancellation policies. Examples include:

• Certain accommodations with strict cancellation policies
• Special event tickets or permits
• Charter services or specialty transportation

When these components are included in your booking, any specific non-standard refund terms will be clearly identified during the booking process.

7. Contact Information

For any questions about our refund policy or to submit a refund request, please contact us through the following channels:

7.1 Refund Inquiries

Email: [email protected]

Phone: +44 325 981 0457 (Monday to Friday, 9:00 AM - 5:00 PM GMT)

Postal address:
Refunds Department
SerenePattern
6 Adam Passage
North Sienna, HP6 5AY
United Kingdom

7.2 Complaint Procedure

If you are dissatisfied with our handling of your refund request, you may escalate your concern by:

1. Requesting a review by our Customer Relations Manager at [email protected]
2. Providing all relevant details and previous correspondence
3. Clearly stating your desired resolution

We aim to resolve all escalated matters within 14 business days.

8. Policy Updates

We reserve the right to modify this refund policy at any time. Any changes will be posted on this page with an updated revision date. Changes to this policy will not apply retroactively to bookings made before the revision date.

The refund terms that apply to your booking are those that were in effect at the time your booking was confirmed, as specified in your booking confirmation.