Refund Policy

1. Refund Policy Overview

EquityBridge strives to provide flexible options for our customers while maintaining the operational integrity of our business. Our refund policy is designed to be fair and transparent, taking into account the commitments we make to our partners when you book a tour or travel service with us.

Please note that all refunds are subject to the terms and conditions specified at the time of booking, and may vary depending on the type of service, package, or special promotion. The specific refund terms applicable to your booking will be clearly communicated during the booking process.

2. Cancellation and Refund Terms

2.1 Standard Tours and Packages

For our standard tours and packages, the following cancellation and refund policy applies:

• Cancellation 60+ days before departure: Full refund minus a processing fee of £100 per person
• Cancellation 30-59 days before departure: 50% refund of the total tour cost
• Cancellation 15-29 days before departure: 25% refund of the total tour cost
• Cancellation less than 15 days before departure: No refund

2.2 Custom and Private Tours

For custom-designed or private tours, the following policy applies:

• Cancellation 90+ days before departure: Full refund minus a processing fee of £200 per person
• Cancellation 60-89 days before departure: 60% refund of the total tour cost
• Cancellation 30-59 days before departure: 30% refund of the total tour cost
• Cancellation less than 30 days before departure: No refund

2.3 Special Promotions and Discounted Packages

Tours booked under special promotions or discounted packages may have different refund terms. These terms will be clearly stated during the booking process and in your booking confirmation.

In general, heavily discounted or promotional packages may have stricter cancellation policies or may be non-refundable. Please review the specific terms before completing your booking.

2.4 Flight and Accommodation Only Bookings

For flight or accommodation-only bookings, the refund policy of the respective airline or accommodation provider will apply. EquityBridge acts as an intermediary in these cases, and our ability to process refunds is subject to the provider's own policies.

3. Conditions for Refunds

3.1 Eligible Circumstances for Full or Partial Refunds

In addition to our standard cancellation policy, full or partial refunds may be considered under the following circumstances:

• Tour Cancellation by EquityBridge: If we cancel a tour due to insufficient participation, operational issues, or other factors within our control, a full refund will be issued
• Significant Itinerary Changes: If we make significant changes to the itinerary after booking that materially alter the nature of the tour, and you choose not to accept these changes
• Medical Emergencies: Serious illness or injury preventing travel (medical documentation required)
• Bereavement: Death of an immediate family member (documentation may be required)
• Natural Disasters or Civil Unrest: Events that make the destination unsafe or impossible to reach

All requests for refunds under these circumstances will be evaluated on a case-by-case basis and may require supporting documentation.

3.2 Travel Insurance Recommendation

We strongly recommend that all travelers purchase comprehensive travel insurance that includes trip cancellation coverage. Many circumstances that might prevent you from traveling, such as personal illness, family emergencies, or work-related issues, may be covered by travel insurance even if they don't qualify for a refund under our policy.

4. Refund Processing Time

We are committed to processing approved refunds in a timely manner:

• Credit Card Refunds: Typically processed within 7-10 business days from approval
• Bank Transfer Refunds: Typically processed within 10-15 business days from approval
• Alternative Payment Methods: Processing times vary depending on the payment method used

Please note that while we process refunds promptly on our end, it may take additional time for the funds to appear in your account depending on your financial institution's processing times.

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team at [email protected] or call +442890868337
2. Provide your booking reference number, full name, and contact information
3. Clearly state the reason for your cancellation and refund request
4. Include any relevant supporting documentation (medical certificates, etc.) if applicable
5. Specify your preferred refund method (original payment method is typically used)

Our team will review your request and respond within 3-5 business days with a decision or request for additional information.

5.1 Required Documentation

Depending on the reason for your refund request, we may require the following documentation:

• Medical emergencies: Doctor's certificate clearly stating inability to travel
• Bereavement: Death certificate or funeral notice
• Government-issued travel advisories: Copy or screenshot of official advisory
• Visa rejection: Copy of the rejection letter from the embassy or consulate

6. Non-Refundable Items

The following items are generally non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees
• Vaccination or medical examination costs
• Processing fees associated with cancellations
• Third-party service fees that have already been incurred and cannot be recovered

7. Exceptions to the Refund Policy

7.1 Force Majeure

In cases of force majeure – extraordinary circumstances beyond our control, such as natural disasters, acts of terrorism, civil unrest, pandemics, or government travel restrictions – we may modify our standard refund policy.

In such cases, we typically offer one or more of the following options:

• Postponement of travel to a later date with no change fees
• Travel credit for the full amount paid, valid for future bookings within 24 months
• Partial refund, depending on non-recoverable costs already incurred

The specific options available will depend on the circumstances and will be communicated to affected travelers as soon as possible.

7.2 Special Circumstances

We recognize that exceptional circumstances may arise that are not explicitly covered by this policy. In such cases, please contact our customer service team to discuss your situation. We will review special circumstances on a case-by-case basis and strive to find a fair solution.

8. Travel Credits as an Alternative to Refunds

In some circumstances, we may offer travel credits as an alternative to cash refunds. Travel credits typically offer the following advantages:

• Often valued at 110% of the original payment amount, providing added value
• Valid for any EquityBridge service within 24 months of issuance
• Transferable to friends or family members
• No rebooking fees when using travel credits

Travel credits are a good option if you plan to travel in the future but need to postpone your current plans.

9. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy in effect at the time of your booking will apply to your transaction.

10. Contact Information

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

• By email: [email protected]
• By phone: +442890868337
• By mail: EquityBridge, Flat 04, Jeremy Lights, Lake Adam, NE29 7BG, United Kingdom