1. Guest-Initiated Cancellations
For bookings without the Refund Guarantee, the following deadlines are measured from the scheduled start of the tour:
- 72 hours or more before the tour: 100% refund.
- At least 48 hours but less than 72 hours before the tour: 50% refund.
- Less than 48 hours before the tour: no refund; a free reschedule is available instead.
Approved refunds are returned to the original payment method within 30 days of cancellation approval.
Rescheduling is free of charge and subject to availability. Contact us before the tour to arrange a new date and time.
Send cancellation requests in writing to [email protected]. Your booking is officially cancelled once you receive our written confirmation.
Refund Guarantee (+10%)
If you purchased the Refund Guarantee, you can cancel for any reason at any time before the tour starts and receive a refund of the booking amount. The additional 10% guarantee fee is non-refundable and is retained. Approved refunds are returned to the original payment method within 30 days of cancellation approval. The guarantee is available for online payments only.
2. Force Majeure & Exceptional Circumstances
Big Red Adventure Tours reserves the right to cancel, reschedule, or postpone tours due to circumstances beyond our control, including but not limited to:
- Hazardous weather: Sandstorms, flash floods, or severe heat.
- Safety / mechanical: Unforeseen fleet maintenance or safety risks.
- Force majeure: Acts of God, government restrictions, regional security situations, airspace closures, civil unrest, war, or pandemics.
In these situations, the guest will be offered one of the following at the sole discretion of Big Red Adventure Tours:
- A reschedule to an alternative date; or
- A credit voucher worth double the tour value, with no expiry date, valid for any tour or service for as long as Big Red Adventure Tours remains operational; or
- A refund of the booking amount, processed within 60 days of cancellation approval, returned to the original method of payment.
Refunds during force majeure events may be subject to extended processing times due to banking constraints, payment processor restrictions, and administrative limitations during the crisis.
3. Participant Conduct & Safety
We reserve the right to deny service without a refund if:
- A guest is under the influence of alcohol or controlled substances.
- A guest fails to adhere to safety briefings or instructor directions.
- A guest does not meet the legal or physical requirements (minimum age, height, weight, or medical condition) for the specific activity.
4. Group & Third-Party Bookings
- Groups of 6 or more guests follow the same cancellation deadlines and Refund Guarantee conditions above.
- Third-party platforms: Bookings made via Viator, GetYourGuide, TripAdvisor, Klook, or any other reseller must follow the cancellation policy of that specific platform. Big Red Adventure Tours cannot override or bypass third-party refund protocols.
5. General Conditions
- All cancellations must be made directly with Big Red Adventure Tours.
- A booking is only officially cancelled once the guest has received written confirmation from [email protected].
- Credit vouchers cannot be exchanged for a refund after issuance.
- Big Red Adventure Tours reserves the right to assess each cancellation request on a case-by-case basis.
