Return and Cancellation Policy

1. Overview

At Charmingplanetox, we understand that plans can change. This Return and Cancellation Policy outlines the terms and conditions under which you may cancel your tour booking and receive a refund. We strive to be fair and transparent in our policies while also protecting our business and the livelihoods of our guides.

By making a booking with us, you acknowledge that you have read, understood, and agree to be bound by this Return and Cancellation Policy. This policy should be read in conjunction with our Terms of Use.

2. Cancellation by Customer

We recognize that circumstances may require you to cancel your tour booking. The following cancellation terms apply to all bookings made with Charmingplanetox:

2.1 Cancellation Timeline and Charges

Cancellation charges are calculated based on the number of days before the scheduled tour date that we receive your cancellation notice:

• More than 30 days before tour date: Full refund minus 10% administrative fee
• 15-30 days before tour date: 50% refund of total booking amount
• 8-14 days before tour date: 25% refund of total booking amount
• 7 days or less before tour date: No refund available
• No-show or same-day cancellation: No refund available

2.2 How to Cancel

To cancel your booking, you must notify us in writing via email to mailuse@charmingplanetox.world or by phone at +44 20 7183 6090. Cancellations are effective from the date and time we receive your written notification. Verbal cancellations or cancellations made through third parties are not accepted.

Please include the following information in your cancellation request:

• Your full name as it appears on the booking
• Booking reference number
• Tour date and name
• Reason for cancellation (optional but helpful)
• Preferred refund method

2.3 Cancellation Confirmation

Once we receive your cancellation request, we will send you a confirmation email within 48 hours acknowledging receipt and confirming the cancellation. This email will include details of any refund due and the expected timeframe for processing.

3. Refund Processing

3.1 Refund Method

Refunds will be processed using the same payment method used for the original booking. If this is not possible, we will contact you to arrange an alternative refund method. We cannot issue refunds to third parties or to payment methods different from the original booking unless authorized by the original purchaser.

3.2 Refund Timeframe

Approved refunds will be processed within 14 business days of receiving your cancellation request. Please note that depending on your bank or payment provider, it may take an additional 5-10 business days for the refund to appear in your account. We are not responsible for delays caused by financial institutions.

3.3 Partial Refunds

In some circumstances, partial refunds may be issued at our discretion. This may occur if you need to leave a tour early due to unforeseen circumstances, or if there were issues with the tour that we were unable to resolve during the experience. Requests for partial refunds will be evaluated on a case-by-case basis.

4. Cancellation by Charmingplanetox

4.1 Right to Cancel

We reserve the right to cancel any tour at any time due to circumstances including but not limited to:

• Severe weather conditions or natural disasters
• Insufficient number of bookings to operate the tour
• Guide illness or unavailability with no suitable replacement
• Safety concerns or security issues
• Government restrictions or regulations
• Force majeure events beyond our reasonable control

4.2 Notification

If we need to cancel your tour, we will notify you as soon as possible via email and phone. We will make every effort to provide at least 48 hours notice, although this may not always be possible in emergency situations.

4.3 Options When We Cancel

If we cancel your tour, you will be offered the following options:

• Reschedule to an alternative date at no additional cost
• Transfer your booking to a different tour of equal or greater value
• Receive a full refund of all amounts paid

We are not liable for any additional costs you may have incurred such as travel arrangements, accommodation, or other expenses related to your tour booking.

5. Changes to Bookings

5.1 Customer-Initiated Changes

If you wish to change your booking date, tour type, or other details, please contact us as soon as possible. We will do our best to accommodate your request subject to availability. Changes made more than 14 days before the tour date are generally free of charge. Changes made within 14 days of the tour date may incur an administrative fee of £25.

5.2 Company-Initiated Changes

We reserve the right to make minor changes to tour itineraries, meeting points, or timings. We will notify you of any significant changes as soon as possible. If we make a major change that significantly affects your tour experience, you will have the option to accept the change, transfer to a different tour, or cancel for a full refund.

6. Group Bookings

Special terms may apply to group bookings of 10 or more participants. Group booking cancellation policies and refund terms will be specified in your booking confirmation. Generally, group bookings require longer notice periods for cancellations and may have different refund structures.

For group bookings, a designated group leader must be appointed who will be responsible for all communications regarding changes or cancellations. Partial group cancellations may be permitted subject to minimum group size requirements.

7. Private Tours

Private tours have different cancellation terms due to the exclusive nature of the service:

• More than 21 days before tour date: Full refund minus 15% administrative fee
• 14-21 days before tour date: 50% refund of total booking amount
• 7-13 days before tour date: 25% refund of total booking amount
• Less than 7 days before tour date: No refund available

8. Weather-Related Cancellations

Many of our tours operate in outdoor environments where weather can be unpredictable. Our guides are experienced in assessing weather conditions and will make decisions based on safety considerations.

8.1 Minor Weather Issues

Tours will generally proceed in light rain or mild weather conditions. We recommend that participants come prepared with appropriate clothing and gear. No refunds are provided for tours that proceed as scheduled regardless of weather conditions.

8.2 Severe Weather

If severe weather makes it unsafe to proceed with a tour, we will offer you the option to reschedule or receive a full refund. The decision to cancel due to weather will be made by our guides and is final.

9. Medical and Emergency Cancellations

We understand that medical emergencies and unforeseen circumstances can occur. If you need to cancel due to a medical emergency, serious illness, or other emergency situation, please contact us immediately.

While our standard cancellation terms apply, we will consider requests for exceptions on a case-by-case basis. We may request documentation such as a medical certificate to support your request. We strongly recommend that all customers purchase travel insurance that covers cancellations due to medical emergencies.

10. No-Show Policy

If you fail to arrive at the designated meeting point at the scheduled time, or if you arrive more than 15 minutes late without prior notification, you will be considered a no-show. No refunds or credits are provided for no-shows.

If you know you will be late, please contact us immediately. We will do our best to accommodate late arrivals, but this cannot be guaranteed and will depend on the nature of the tour and the impact on other participants.

11. Behavior-Related Cancellations

We reserve the right to remove any participant from a tour if their behavior is deemed inappropriate, disruptive, dangerous, or in violation of our Terms of Use. This includes but is not limited to:

• Being under the influence of alcohol or drugs
• Aggressive or threatening behavior toward guides or other participants
• Refusal to follow safety instructions
• Damage to property or the environment

No refunds will be provided if you are removed from a tour due to inappropriate behavior.

12. Travel Insurance

We strongly recommend that all customers purchase comprehensive travel insurance that covers tour cancellations, medical emergencies, and other unforeseen circumstances. Travel insurance can provide coverage beyond what is offered in our cancellation policy and can protect you from financial loss.

We are not responsible for any costs or losses that could have been covered by travel insurance. Please review your insurance policy carefully to understand what is covered.

13. Complaints and Disputes

If you are dissatisfied with any aspect of your tour or our cancellation process, please contact us immediately. We take all complaints seriously and will investigate thoroughly.

Complaints should be submitted in writing to mailuse@charmingplanetox.world within 14 days of your tour date or the date of the issue. Please include as much detail as possible including dates, names, and specific concerns. We will respond to all complaints within 10 business days.

14. Exceptions and Special Circumstances

While we strive to apply our policies consistently and fairly, we recognize that exceptional circumstances may warrant special consideration. If you believe your situation warrants an exception to our standard cancellation policy, please contact us to discuss your circumstances.

All requests for exceptions will be reviewed by our management team and decisions will be made at our sole discretion. We cannot guarantee that exceptions will be granted, but we will always consider requests made in good faith.

15. Contact Information

For all cancellation requests, refund inquiries, or questions about this policy, please contact us:

Charmingplanetox
63 St Mary Axe
London EC3A 8AA
Great Britain

Email: mailuse@charmingplanetox.world
Phone: +44 20 7183 6090

Office Hours: Monday-Friday 9:00-18:00, Saturday 10:00-16:00