Big Red Adventure Tours
1. Guest-Initiated Cancellations
Cancellations must be submitted in writing to [email protected]. The following windows apply to all standard bookings:
- More than 48 hours notice: Eligible for a 100% refund or a full-value credit voucher.
- 24 to 48 hours notice: Eligible for a 50% refund or a 50% credit voucher.
- Less than 24 hours / No-show: Strictly non-refundable. No credit or refund will be issued for late arrivals or failure to attend.
Under normal operating conditions, approved refunds are processed within 14 working days to the original method of payment. International bank transfers or card providers may take an additional 7-10 business days to reflect the balance.
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 extreme 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 (6 or more guests): A 72-hour notice is required for any cancellation. Cancellations within 72 hours are subject to a 50% penalty; within 24 hours, they are non-refundable.
- 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.
