Cancellations & Refunds
Please read our Cancellation and refund policy below. By making a booking you are excepting these conditions.
1. If a tour or booking is cancelled or we could not confirm the booking then we will provide a full refund via a credit card refund or via the Paypal system.The amount of time it takes to recieve the refund is dependent on the credit card issuing company and can vary (often from 1 to 7 days).Paypal payment refunds are often instant. We will also refund the 5% processing charge applied during the checkout process if the refund is made within 60 days of the received payment. All refunds after this period can only be made minus the 5% and only using paypal "send money" payments or in cash in one of our offices. We cannot do international bank transfers.
2. If you cancel a tour,hotel or transport booking we will do our best to give you a full refund but will deduct any costs incurred by ourselves from the refund. These amounts depend on the tour/hotel/transport, the amount of notice given and the provider cancellation policy.
We reserve the right to apply the following penalties in the event of a tour cancellation:
i. 30 days or more notice - 10% of total paid
ii. 7 days to 48 hours notice - 20% of total paid
iii. 48 hours to 24 hours notice 30% of total paid
iv. Less than 24 hours notice 100% of total paid
The above penalties are designed to cover us in case we have booked service with third parties and would be liable for paying these third parties. We rarely apply these penalties and try to give a full refund whenever possible. If you require further clarification or details for specific products or service please email us and request prior to booking.
3. Cancellations can only be processed during office hours but can be requested via email.
4. Should any penalty be applied and the cancellation was due to illness, family bereavement or other unavoidable circumstances we can provide receipts and confirmation letters for insurance claim purposes upon request.
5. For the safety of our customers we reserve the right to cancel trips at our discretion. In such cases a 100% refund will be given for tours.
6. Kanoo Tours are not responsible for penalties applied by airlines and bus companies should you cancel or change your ticket. Train tickets are non refundable.
7. If tours are missed, cancelled or delayed due to weather conditions, civil protests, blockades and political demonstrations or other situations beyond our control, refunds will be at Kanoo Tours discretion and any penalties applied will be directly in proportion to Kanoo Tours costs or losses.
