Refund Policy

1. Introduction

At Drift Fenland, we understand that plans can change. This Refund Policy outlines our procedures for cancellations, refunds, and changes to bookings. It forms part of our Terms and Conditions and should be read in conjunction with them.

We strive to be fair and transparent in our refund practices while balancing our commitments to travel suppliers and the costs incurred in arranging your travel.

2. Standard Cancellation and Refund Schedule

The following cancellation fees apply to most of our standard tour packages and custom itineraries, unless otherwise specified at the time of booking:

Please note that certain components of your booking may be subject to different cancellation terms, particularly for:

• Special events or festival packages
• Peak season travel
• Group tours with minimum participant requirements
• Cruises
• Airfares (which are often non-refundable)

Any special cancellation terms will be clearly communicated at the time of booking.

3. Destination-Specific Policies

Some destinations and specialized tours have unique cancellation policies due to supplier requirements, seasonal demand, or local regulations. The following are examples of destination-specific policies that may differ from our standard schedule:

3.1 Galapagos Islands Cruises

Due to the limited capacity and high demand for Galapagos cruises:

• Cancellations 120+ days before departure: Loss of deposit
• Cancellations 90-119 days before departure: 50% of total cruise cost
• Cancellations 60-89 days before departure: 75% of total cruise cost
• Cancellations less than 60 days before departure: 100% of total cruise cost

3.2 African Safaris

Many safari lodges and camps in Africa have strict cancellation policies, particularly during peak season:

• Cancellations 90+ days before departure: Loss of deposit
• Cancellations 60-89 days before departure: 40% of total safari cost
• Cancellations 30-59 days before departure: 60% of total safari cost
• Cancellations less than 30 days before departure: 100% of total safari cost

3.3 Festival Tours and Special Events

For tours centered around festivals (such as Cherry Blossom season in Japan, Carnival in Rio, or Christmas Markets in Europe):

• Cancellations 120+ days before departure: Loss of deposit
• Cancellations 90-119 days before departure: 50% of total tour cost
• Cancellations less than 90 days before departure: 100% of total tour cost

4. Booking Changes

4.1 Changes Made by You

If you need to make changes to your booking after confirmation, the following conditions apply:

• Minor changes (such as correcting passenger names or updating contact information) may be made free of charge if requested more than 60 days before departure.
• Substantial changes (such as changing travel dates, destinations, or accommodation) will be treated as a cancellation and rebooking, subject to our standard cancellation fees.
• All change requests are subject to availability and any price differences.
• An administrative fee of £50 per person may apply for processing changes, in addition to any supplier-imposed fees.

4.2 Transferring Your Booking

If you are unable to travel, you may transfer your booking to another person, subject to the following conditions:

• You must notify us in writing at least 30 days before departure.
• The new traveler must satisfy all conditions applicable to the booking.
• An administration fee of £100 per person will apply.
• You and the new traveler are jointly responsible for payment of any additional costs imposed by suppliers.
• Some bookings may not be transferable due to supplier restrictions (e.g., some airlines do not permit name changes).

5. Cancellations by Drift Fenland

5.1 Cancellation Due to Insufficient Participants

For group tours with minimum participant requirements:

• We reserve the right to cancel any departure that does not reach the minimum number of participants.
• We will notify you of such cancellations no less than 30 days before departure.
• In case of cancellation, you will receive a full refund of all payments made to Drift Fenland for that booking, or you may choose an alternative tour (with any price difference being paid or refunded as appropriate).

5.2 Cancellation Due to Force Majeure

In the event of cancellation due to Force Majeure events (such as natural disasters, acts of terrorism, political instability, pandemics, or other circumstances beyond our reasonable control):

• We will offer alternative travel arrangements of comparable standard, if available.
• If we cannot offer suitable alternatives, we will provide a travel credit valid for 24 months.
• If neither alternative is acceptable to you, we will provide a refund, less any non-recoverable costs already incurred on your behalf.

6. Refund Process and Timing

6.1 Refund Requests

All refund requests must be submitted in writing to [email protected] or by mail to our registered address. Your request should include:

• Booking reference number
• Names of all travelers
• Reason for cancellation
• Preferred refund method (if applicable)

6.2 Processing Time

We aim to process all eligible refunds within the following timeframes:

• Credit card refunds: 7-14 business days after approval
• Bank transfer refunds: 10-20 business days after approval

Please note that while we process refunds promptly, the actual receipt of funds depends on your payment provider and may take additional time.

6.3 Refund Method

Refunds will be issued using the same payment method used for the original booking whenever possible. If this is not possible, we will contact you to arrange an alternative refund method.

7. Travel Insurance and Cancellation Protection

We strongly recommend that all clients purchase comprehensive travel insurance, including cancellation coverage, at the time of booking. Travel insurance can provide protection against financial loss in many circumstances where our standard refund policy would not apply, such as:

• Illness or injury preventing travel
• Death or serious illness of a family member
• Natural disasters affecting your home
• Jury duty or legal obligations
• Employment termination
• Travel delays and missed connections

Drift Fenland can provide information about travel insurance options, but we are not insurance providers. It is your responsibility to read and understand the terms of any insurance policy you purchase.

8. Special Circumstances

8.1 Partial Cancellations

If one or more members of your party cancel, but not the entire booking:

• The cancellation fee will apply only to the cancelled portion.
• Price adjustments may apply to the remaining travelers (e.g., single supplement charges for accommodation).

8.2 Unused Services

No refunds will be provided for unused services once travel has commenced, including:

• Missed flights or transportation
• Unused accommodation nights
• Skipped activities or excursions
• Meals not taken

This policy applies regardless of the reason for not using the service, unless specifically covered by a separate travel insurance policy.

8.3 Early Departure

If you choose to leave a tour early or cut short your trip, no refunds will be provided for the unused portion of your booking. In case of emergency departures, we will assist with travel arrangements, but any additional costs will be your responsibility.

9. Flexible Booking Options

Drift Fenland occasionally offers special booking conditions with enhanced flexibility, including:

9.1 Flexible Deposit Program

For selected departures and promotions, we may offer a Flexible Deposit option that allows you to:

• Change your travel dates without fees up to 90 days before departure
• Transfer your deposit to another tour if your plans change
• Hold your deposit as a credit for future travel for up to 24 months

This program is subject to availability and is not applicable to all bookings. When available, the terms will be clearly stated at the time of booking.

9.2 Peace of Mind Guarantee

For certain tours and destinations, we may offer a Peace of Mind Guarantee that provides:

• Free cancellation up to 45 days before departure with full refund (excluding deposit)
• Free date changes up to 30 days before departure
• Protected pricing with no surcharges or currency adjustments after booking

Additional fees may apply for this guarantee. When available, full details will be provided at the time of booking.

10. Complaints and Disputes

If you believe you are entitled to a refund that has not been provided:

1. Contact our Customer Service team at [email protected] with all relevant details.
2. If the issue is not resolved to your satisfaction, you may escalate your concern to our Customer Relations Manager at [email protected].
3. We aim to respond to all refund disputes within 14 business days.

For further information about dispute resolution, please refer to Section 9 of our Terms and Conditions.

11. Updates to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The "Last Updated" date at the top of this policy will indicate when the latest modifications were made.

The Refund Policy that applies to your booking is the version in effect at the time your booking is confirmed. However, if we introduce more favorable terms after your booking is confirmed, we may, at our discretion, apply those terms to your booking.

12. Contact Information

If you have questions about our Refund Policy or need to request a cancellation or refund, please contact us:

• By email: [email protected]
• By phone: +444026332853
• By mail: 37 Russell Circle South, Max, NG8 4EN, United Kingdom