Refund Policy

1. General Refund Conditions

Our refund policy varies depending on the type of service booked, the timing of your cancellation request, and the specific terms of our travel suppliers. The following general conditions apply to all bookings unless otherwise specified at the time of booking:

1.1 Cancellation by You

If you need to cancel your booking, you must notify us in writing by email to [email protected]. The date we receive your written cancellation notice is the date that will be used to calculate any applicable refund.

1.2 Standard Cancellation Charges

Unless otherwise specified at the time of booking, our standard cancellation charges are as follows:

• More than 60 days before departure: Loss of deposit
• 59-30 days before departure: 50% of total booking cost
• 29-15 days before departure: 75% of total booking cost
• 14 days or less before departure: 100% of total booking cost (no refund)

1.3 Specific Supplier Terms

Some travel services, such as flights, cruises, and certain accommodation providers, may have stricter cancellation policies. In such cases, the specific supplier's terms will apply and will be communicated to you at the time of booking. These terms may include non-refundable deposits or full payment.

1.4 Package Holidays

For package holidays, the refund policy is governed by the Package Travel and Linked Travel Arrangements Regulations 2018, which provide certain consumer protections. Details specific to package holidays will be provided at the time of booking.

2. Conditions for Refunds

2.1 Full Refunds

You may be entitled to a full refund in the following circumstances:

• If we cancel your trip due to insufficient participants or other operational reasons (excluding force majeure events)
• If we make significant changes to your itinerary before departure that you do not accept
• If government travel advisories prohibit travel to your destination after booking and we cannot offer a suitable alternative
• If you purchase a fully refundable rate and cancel within the specified timeframe

2.2 Partial Refunds

Partial refunds may be offered in the following circumstances:

• If you cancel your booking within the timeframes specified in Section 1.2 above
• If part of your travel services cannot be provided as originally booked and no suitable alternative is available
• If a third-party supplier provides a partial refund according to their terms and conditions

2.3 No Refunds

Refunds will not be provided in the following circumstances:

• For cancellations made 14 days or less before departure (unless a fully refundable rate was purchased)
• For unused services during your trip (e.g., missed tours, meals, or accommodation nights)
• If you are denied entry to a destination due to visa issues, inadequate travel documentation, or failure to meet health requirements
• If you choose to leave a trip early for personal reasons
• For "no-show" situations where you do not arrive for your booking without prior notice
• In cases of force majeure (see Section 2.4 below)

2.4 Force Majeure

We regret that refunds cannot be offered where travel arrangements are cancelled or changed due to force majeure or events beyond our control. These include, but are not limited to:

• War, threat of war, riot, civil strife, or terrorist activity
• Industrial disputes or strikes
• Natural disasters, fire, or adverse weather conditions
• Health risks, epidemics, or pandemics
• Technical problems with transportation
• Closure of airports, ports, or borders

In such cases, we will endeavor to offer alternative arrangements or travel credits where possible.

3. Refund Process

3.1 How to Request a Refund

To request a refund, you must follow these steps:

1. Contact us in writing at [email protected] with your booking reference number, the reason for your cancellation, and your request for a refund.
2. Complete any refund request forms that we may provide to you.
3. Provide any supporting documentation we may require, such as medical certificates in case of illness or injury.

3.2 Refund Processing Times

We strive to process all refunds promptly. The typical processing times are as follows:

• Review and Approval: 5-10 business days from receipt of your complete refund request
• Processing Time: Once approved, refunds typically take 10-14 business days to process
• Credit Card Refunds: An additional 3-5 business days for the funds to appear in your account (depending on your card issuer)
• Third-Party Supplier Refunds: May take 30-90 days depending on the supplier's policies

3.3 Refund Methods

Refunds will be processed using the original payment method whenever possible:

• Credit card payments will be refunded to the same credit card used for the original payment
• Bank transfer payments will be refunded to the originating bank account
• Alternative refund methods may be arranged in exceptional circumstances at our discretion

3.4 Refund Currency

Refunds will be processed in the same currency as the original payment. Any currency conversion costs or fluctuations are the responsibility of the customer.

4. Travel Credits

In certain circumstances, particularly for cancellations due to force majeure events, we may offer travel credits instead of monetary refunds. These credits can be used for future bookings with Open Reflection.

4.1 Travel Credit Terms

• Travel credits are typically valid for 24 months from the date of issue
• Credits are non-transferable unless explicitly stated otherwise
• Credits cannot be exchanged for cash
• If the new booking value is less than the credit value, the remaining balance remains available for future use within the validity period
• If the new booking value exceeds the credit value, you will need to pay the difference

5. Travel Insurance

We strongly recommend that all customers purchase comprehensive travel insurance at the time of booking. Travel insurance can provide coverage for cancellation fees and other losses in many circumstances where our standard refund policy would not apply.

Please note that we cannot provide refunds for situations that would be covered by an appropriate travel insurance policy. It is your responsibility to ensure you have adequate insurance coverage for your trip.

6. Exceptions to the Refund Policy

We reserve the right to make exceptions to this policy at our discretion. Any exceptions will be handled on a case-by-case basis and do not constitute a change to this policy for all customers.

6.1 Special Promotions and Deals

Special promotions, deals, or discounted packages may have different refund conditions. These will be clearly communicated at the time of booking.

6.2 Group Bookings

Group bookings (typically defined as 10 or more travelers) are subject to separate terms and conditions, which will be provided at the time of booking.

7. Disputes and Complaints

If you have a dispute or complaint regarding a refund, please follow these steps:

1. Contact our Customer Service team at [email protected] with your booking reference number and details of your dispute or complaint.
2. We will acknowledge your communication within 3 business days and aim to resolve the matter within 14 business days.
3. If you are not satisfied with our response, please refer to the dispute resolution process outlined in our Terms and Conditions.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website. The date of the most recent revision will appear at the top of this page. It is your responsibility to check this page periodically for updates.

Please note that the refund policy that applies to your booking is the policy that was in effect at the time your booking was made.

9. Contact Information

If you have any questions about our Refund Policy, please contact us using the following information:

Open Reflection
Flat 60c Mason Greens
North Yvettemouth
BB4 5TZ
United Kingdom

Email: [email protected]
Phone: +44 271 106 7508