Cancellations by the customer
Customers may cancel their booking up to 24 hours before the scheduled tour. In this case, 100% of the booking amount will be refunded.
Cancellation process
Customers can cancel their booking in any of the following ways:
- By sending a WhatsApp message
- By phone
- By email
Refund process
Immediate refund:
We process all refunds immediately after receiving the cancellation request.
Time to receive the refund:
- For payments made by credit or debit card: the money will appear in the customer’s bank account within 2-3 working days, depending on each bank’s policies.
- For payments made via PayPal or Revolut: the refund is instant, and the customer will receive the money as soon as the cancellation is processed.
Cancellations due to adverse conditions
If the tour has to be cancelled due to adverse conditions, the customer may choose to:
- Request a full refund of the booking
- Reschedule the tour for the following day, subject to availability
Route changes
We reserve the right to change the tour route in the following situations:
- Unfavourable weather conditions
- Overcrowding at certain points on the route
These changes are made to ensure the safety and comfort of our customers, avoiding areas affected by bad weather or too many visitors.
Blue Cave tour
For the Blue Cave tour, if the swell prevents entry into the cave:
- Guests will be informed before boarding
- Customers may choose to:
- Do the tour without visiting the cave
- Request a full refund of the booking
Additional policies
- Refunds are processed immediately after receiving the cancellation request
- If the customer cancels less than 24 hours in advance, the booking amount will be forfeited. Please note that this amount is only 10-20% of the total price of the tour, depending on the type of tour, and not the full cost
We are committed to clear and timely communication with our customers in the event of any change or cancellation. Our customers’ satisfaction and safety are our priority. If you have any questions or concerns about this process, please don’t hesitate to contact us.