Refund Policy

Last Updated: June 1, 2024

At OpenHarvest, we understand that plans can change due to unforeseen circumstances. This Refund Policy is designed to provide clear guidelines on when and how refunds are processed for cancellations, changes, or issues with our travel services.

1. Standard Cancellation and Refund Schedule

Our standard cancellation fees and refund schedule is as follows:

Please note:

• The deposit (25% of the total booking price) is non-refundable under all circumstances.
• The date of receipt of your written cancellation notice determines the applicable cancellation fee.
• Some specialized travel services, premium experiences, or limited-availability bookings may have stricter cancellation policies, which will be clearly communicated at the time of booking.

2. Cancellation Process

To cancel a booking and request a refund, you must:

1. Submit your cancellation request in writing via email to [email protected] or through our contact form.
2. Include your booking reference number, full name, and the reason for cancellation.
3. Specify whether you're requesting a refund to your original payment method or as a travel credit for future use.

We will acknowledge receipt of your cancellation request within 2 business days and process it according to the schedule above.

3. Refund Processing

When a refund is approved:

• Refunds will be processed to the original payment method used for the booking, unless otherwise agreed.
• Processing time for refunds is typically 10-14 business days from the approval date.
• Credit card refunds may take an additional 2-5 business days to appear on your statement, depending on your financial institution.
• Bank transfer refunds to international accounts may take longer due to banking procedures.

4. Travel Credits

As an alternative to a monetary refund, you may choose to receive a travel credit:

• Travel credits are valued at 100% of the refundable amount as per our cancellation schedule.
• Credits are valid for 24 months from the date of issue.
• Credits may be used for any OpenHarvest service.
• Credits are non-transferable and cannot be exchanged for cash once issued.
• If the new booking is of higher value than the credit, you will need to pay the difference.
• If the new booking is of lower value than the credit, the remaining balance stays as credit for future use within the validity period.

5. Exceptional Circumstances

5.1 Changes Made by OpenHarvest

If we make significant changes to your booking (such as a change of destination or a significant change to the itinerary), you may be entitled to:

• Accept the changes
• Accept an alternative travel service of equivalent or higher quality (you will pay the difference if the alternative is of higher cost, or we will refund the difference if it is of lower cost)
• Cancel your booking and receive a full refund without cancellation fees

5.2 Force Majeure Events

In the case of cancellations due to force majeure events (circumstances beyond our reasonable control, including but not limited to natural disasters, acts of terrorism, civil unrest, pandemics, or government travel advisories):

• We will make every effort to offer alternative travel dates or destinations.
• If no suitable alternative is available or acceptable to you, we will offer a travel credit for the full amount paid, valid for 24 months.
• Standard cancellation fees may be reduced or waived at our discretion, depending on the specific circumstances.
• Any refunds will be limited to amounts that we can recover from our suppliers.

5.3 Medical Emergencies

In the case of serious illness, injury, or death of you or an immediate family member that prevents travel:

• You may be eligible for a more flexible refund policy upon provision of appropriate documentation (such as a medical certificate).
• Each case will be reviewed individually, but typically, we will offer either a full travel credit valid for 24 months or a refund with reduced cancellation fees.
• We strongly recommend comprehensive travel insurance that includes trip cancellation coverage for medical emergencies.

6. Non-Refundable Items

The following items are generally non-refundable:

• Travel insurance premiums
• Visa processing fees
• Amendment fees for changes made to bookings
• Service fees for special arrangements
• Any services that have already been provided
• Any non-refundable amounts charged by our suppliers (which will be communicated at the time of booking)

7. Unused Services

No refunds will be provided for any unused portion of travel services due to:

• Voluntary changes made by you during the trip
• Illness or other personal circumstances during travel
• Early departure from a tour or activity
• No-shows for scheduled services
• Denial of entry to a country due to visa or other entry requirement issues

We strongly recommend comprehensive travel insurance to cover these situations.

8. Complaints and Service Issues

If you experience any issues with the quality of services provided:

1. Report the issue immediately to our local representative or contact our 24/7 support line while you are still traveling, giving us the opportunity to address the problem.
2. If the issue cannot be resolved satisfactorily during your trip, submit a detailed written complaint within 28 days of your return.
3. Include all relevant documentation, such as photos, correspondence with local suppliers, and a clear description of the issue.
4. We will investigate your complaint and respond within 28 days.
5. If a service failure is confirmed, compensation may be offered in the form of a partial refund, credit for future travel, or other appropriate remedies based on the nature and severity of the issue.

9. Travel Insurance Recommendation

We strongly recommend that all clients purchase comprehensive travel insurance that includes coverage for trip cancellation, interruption, medical emergencies, and personal belongings. Travel insurance can provide financial protection in many circumstances where our standard refund policy would not apply.

Please review your travel insurance policy carefully to understand what is covered and what is not. We can provide information on travel insurance options at the time of booking.

10. Changes to This 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 that booking, regardless of any subsequent changes to the policy.

11. Contact Us

If you have any questions about this Refund Policy or would like to request a cancellation or refund, please contact us at:

OpenHarvest
179 Clark Cove
Paulmouth, NE10 8JX
United Kingdom

Email: [email protected]
Phone: +44 1683 173345

By making a booking with OpenHarvest, you acknowledge that you have read, understood, and agree to the terms and conditions outlined in this Refund Policy.