Effective Date: December 31, 2025
At Shomxellaenlixau, we strive to provide exceptional tour experiences. This Return Policy outlines our cancellation, refund, and return procedures for tour bookings and services.
Cancellation and refund requests must be submitted within the following timeframes:
These timeframes may vary for custom or private tours, as specified at the time of booking.
To be eligible for a refund or return, the following conditions must be met:
We reserve the right to refuse refunds that do not meet these conditions or that violate our terms of service.
As we provide tour services rather than physical products, there are no shipping costs associated with returns or cancellations.
However, please note:
To cancel a booking and request a refund, please follow these steps:
We will acknowledge your cancellation request within 24 hours and process eligible refunds within 5 to 10 business days.
If you need to cancel your tour booking, please notify us as early as possible. Cancellations made more than 48 hours before the scheduled tour time may be eligible for a full refund or the option to reschedule.
Cancellations made less than 48 hours but more than 24 hours before the scheduled tour may be eligible for a partial refund or rescheduling, subject to availability and at our discretion.
Cancellations made less than 24 hours before the scheduled tour, or no-shows, are generally not eligible for refunds. However, we understand that emergencies happen and will consider exceptions on a case-by-case basis.
You have the right to cancel your booking at any time before the scheduled tour date, subject to the following terms:
If you cancel within the eligible timeframe, you will receive a refund according to the terms outlined in the Return Period section above.
We are happy to accommodate rescheduling requests when possible. Please contact us at least 48 hours before your scheduled tour to discuss alternative dates and times. Rescheduling is subject to availability.
In the event of severe weather that makes the tour unsafe or impractical, we may cancel or postpone tours. In such cases, you will be offered the option to reschedule or receive a full refund.
We reserve the right to cancel tours due to insufficient bookings, guide availability, or unforeseen circumstances. If we cancel your tour, you will receive a full refund or the option to reschedule at no additional cost.
When a refund is approved, the following procedure applies:
Please note:
If you do not receive your refund within the expected timeframe, please contact us immediately.
The following are generally not eligible for refunds:
Exceptions may be made in cases of emergencies, severe weather, or operator cancellations, at our sole discretion.
This Return Policy is designed to comply with applicable consumer protection laws and regulations, including:
Nothing in this policy affects your statutory rights as a consumer. If you are located in a jurisdiction with specific consumer protection laws, those laws will apply in addition to or instead of the terms outlined here.
We reserve the right to modify this policy to comply with changes in applicable laws and regulations, while maintaining our commitment to fair and transparent practices.
Custom and private tour bookings may have different cancellation terms, which will be communicated at the time of booking. These terms take precedence over the general policy outlined here.
Neither party shall be liable for failure to perform obligations due to events beyond reasonable control, including natural disasters, acts of government, public health emergencies, or other force majeure events. In such cases, we will work with you to reschedule or provide appropriate alternatives.
If you are unsatisfied with any aspect of our service or this policy, please contact us directly. We are committed to resolving concerns fairly and maintaining positive relationships with our customers.
For questions about this Return Policy, to request a cancellation or refund, or to discuss any concerns, please contact us:
We aim to respond to all inquiries within 24 hours during business days. For urgent cancellation requests, we recommend calling during business hours for immediate assistance.
Shomxellaenlixau