Refund Policy

Cancellations

We accept cancellations according to the following schedule from the date of tour departure:

• More than 30 days before departure: Full refund minus a 10% administrative fee
• 15-30 days before departure: 50% refund of the total booking amount
• 7-14 days before departure: 25% refund of the total booking amount
• Less than 7 days before departure: No refund available
• No-show or cancellation on departure day: No refund available

Refunds

Once we receive your cancellation request and approve it, we will initiate a refund to your original method of payment. Please note that the refund amount will exclude any payment processing fees incurred during the initial booking.

Refunds will be processed within 7-10 business days after approval. Please note that it may take additional time for the refund to appear in your account, depending on your payment provider.

Modifications

If you would like to modify your booking (change dates, number of passengers, or tour package), please contact our customer support team at least 7 days before your scheduled departure. We will provide you with further instructions on how to proceed with the modification.

Modifications are subject to availability and may incur additional charges depending on the nature of the change.

Non-Refundable Items

Certain items are non-refundable and non-changeable. These include:

• Gift vouchers and promotional discounts
• Special event tours or holiday packages (unless otherwise stated)
• Third-party services booked through our partners
• Travel insurance premiums (if purchased)
• Payment processing fees

Tour Cancellations by Serendiv

In rare circumstances, we may need to cancel a tour due to:

• Insufficient bookings (minimum participant requirements not met)
• Severe weather conditions or natural disasters
• Government restrictions or travel advisories
• Safety concerns or unforeseen circumstances beyond our control

In such cases, you will receive either:

• A full refund of your booking amount (including all fees), or
• A credit voucher for 110% of the booking value, valid for 12 months

Service Issues During Tours

If you experience any issues during your tour (such as service quality problems, safety concerns, or significant deviations from the advertised itinerary), please contact us immediately. We will work to resolve the issue promptly.

Depending on the nature and severity of the issue, we may offer a partial refund, credit for future bookings, or other appropriate compensation.

How to Request a Cancellation or Refund

To request a cancellation or refund:

1. Contact our customer support team at {{SERENDIV_SUPPORT_EMAIL}}
2. Provide your booking reference number
3. State your reason for cancellation (optional but helpful)
4. We will review your request and respond within 2 business days

Contact Us

If you have any questions or concerns regarding our refund policy, please contact our customer support team. We are here to assist you and ensure your booking experience with us is enjoyable and hassle-free.