Refund Policy

At Sunlit Marsh, we understand that travel plans can change. This Refund Policy outlines the terms and conditions for refunds on bookings made through our services. By making a booking with us, you agree to the terms of this policy.

1. Standard Cancellation and Refund Policy

Our standard cancellation and refund policy applies to most bookings unless otherwise specified in your booking confirmation or for special promotions and offers.

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 effective date of cancellation.

Refunds will be processed according to the following schedule:

1.2 Partial Cancellations

If you need to cancel part of your booking (e.g., reducing the number of travelers or removing certain services):

• The same cancellation schedule applies to the value of the canceled portion.
• The remaining booking may be subject to repricing based on the new group size or modified services.

2. Special Circumstances and Exceptions

2.1 Special Promotions and Offers

Some promotions, discounted packages, or last-minute deals may have different refund terms, including being completely non-refundable. These special terms will be clearly communicated during the booking process and in your booking confirmation.

2.2 Third-Party Supplier Policies

Certain components of your trip (such as flights, some accommodations, or special activities) may be subject to the stricter cancellation policies of our third-party suppliers. In such cases, the supplier's cancellation policy will apply to that specific component, which may differ from our standard policy. These special conditions will be communicated to you at the time of booking.

2.3 Force Majeure Events

In the event of force majeure circumstances (such as natural disasters, pandemics, government travel advisories, civil unrest, or other events beyond our reasonable control):

• If we are forced to cancel your trip due to such circumstances, we will offer you the choice of rebooking for a future date, a travel credit valid for 24 months, or a refund as permitted by our suppliers' policies.
• If you choose to cancel your trip due to such circumstances, our standard cancellation policy will apply unless modified by special policies implemented in response to the specific situation.

3. Cancellation by Sunlit Marsh

3.1 Insufficient Participants

For group tours with minimum participation requirements:

• If we must cancel a tour due to insufficient participants, we will notify you at least 30 days before the departure date.
• In this case, you will be offered a full refund of all monies paid or the option to transfer to an alternative tour.

3.2 Operational Reasons

If we must cancel your booking for operational reasons within our control:

• We will notify you as soon as possible.
• You will be offered a full refund of all monies paid or the option to transfer to an alternative tour of comparable standard and price (if available).
• If the alternative tour is of lower value, we will refund the difference.

3.3 Compensation for Cancellation by Us

In addition to a refund, if we cancel your booking for reasons within our control (excluding force majeure or insufficient participants), we will offer compensation as follows:

4. Changes to Bookings

4.1 Changes by You

If you request changes to your confirmed booking:

• More than 60 days before departure: We will try to accommodate your changes for an administration fee of £100 per booking plus any difference in price for the modified arrangements.
• 59 days or less before departure: Changes will be treated as a cancellation and rebooking, and our standard cancellation policy will apply.

4.2 Changes by Us

If we need to make significant changes to your booking (such as a change of destination, a change in departure date, or a change to a lower standard of accommodation):

• We will notify you as soon as possible.
• You may choose to accept the changes, cancel your booking and receive a full refund, or transfer to an alternative tour of comparable standard and price (if available).

For minor changes (such as a change in flight times of less than 12 hours or a change to a similar standard of accommodation), we will notify you but no refund or compensation will be offered.

5. Refund Process and Timing

5.1 Refund Methods

Refunds will be processed to the original payment method used for the booking:

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

5.2 Refund Timing

We will process refunds within the following timeframes:

• For cancellations by you: Within 14 business days from the date of cancellation confirmation.
• For cancellations by us: Within 7 business days from the date of cancellation.

Please note that while we process refunds promptly, it may take additional time (typically 5-10 business days) for the funds to appear in your account, depending on your financial institution's policies.

5.3 Refund of Ancillary Fees

Regarding refunds of service fees, credit card processing fees, and other ancillary charges:

• Credit card processing fees (if any) are generally non-refundable.
• Amendment fees and other service charges are non-refundable.
• Insurance premiums for travel insurance purchased through us are refundable only if you cancel within the insurer's cooling-off period (typically 14 days from purchase).

6. Unused Services

No refunds will be issued for unused services, accommodations, or missed activities once your trip has commenced. This includes:

• Voluntary or involuntary failure to use accommodations, transportation, or activities
• Early departure from a tour
• Services missed due to delayed or canceled transportation
• Changes made during the trip at your request

If you must curtail your trip due to illness or injury, you should claim under your travel insurance policy for any unused services (subject to the terms of your insurance policy).

7. Special Booking Types

7.1 Tailor-Made and Private Tours

For custom-designed or private tours, the following special conditions may apply:

• Higher non-refundable deposits may be required to secure specialized services.
• Third-party supplier cancellation fees may be higher and will be communicated at the time of booking.
• The standard cancellation schedule applies unless otherwise specified in your booking confirmation.

7.2 Adventure and Specialty Tours

For adventure tours, wildlife safaris, and other specialty programs:

• Many adventure tours operate with limited departures and require higher non-refundable deposits.
• Stricter cancellation policies may apply, which will be clearly communicated at the time of booking.
• Some destinations with limited operating seasons may have non-refundable deposits regardless of cancellation timing.

8. Gift Certificates and Travel Credits

8.1 Gift Certificates

Gift certificates issued by Sunlit Marsh:

• Are valid for 36 months from the date of issue.
• Are non-refundable and cannot be exchanged for cash.
• Can be transferred to another person with prior written notice to us.
• Must be used for the full amount in a single transaction; no change will be given.

8.2 Travel Credits

Travel credits issued due to cancellations or other circumstances:

• Are valid for 24 months from the date of issue.
• Can be applied to any future booking with Sunlit Marsh.
• Are non-transferable unless explicitly approved by us in writing.
• Cannot be converted to cash except in special circumstances at our discretion.
• If not used within the validity period, will expire without refund.

9. Travel Insurance and Claim Assistance

We strongly recommend that all customers purchase comprehensive travel insurance at the time of booking.

• Travel insurance may provide coverage for cancellation penalties if you need to cancel for covered reasons.
• Upon request, we will provide documentation to support your insurance claim, including confirmation of cancellation dates and penalties incurred.
• While we cannot guarantee insurance reimbursement, we will reasonably assist you with documentation needed for your claim.

10. Complaints and Disputes

If you have a complaint regarding refunds:

1. Contact our Customer Service team at [email protected] with details of your booking and the nature of your complaint.
2. We will acknowledge your complaint within 3 business days and aim to resolve it 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.

11. Updates to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will apply to new bookings made after the effective date of the revised policy. For existing bookings, the refund policy in effect at the time of booking will apply, unless the new policy is more favorable to you.

By making a booking with Sunlit Marsh, you acknowledge that you have read, understood, and agree to the terms and conditions of this Refund Policy.