Refund Policy

Introduction

At Muted Boundary, we understand that plans can change. This Refund Policy outlines the terms and conditions for cancellations, refunds, and changes to bookings made with Muted Boundary.

Please read this policy carefully when making a booking, as by making a reservation with us, you agree to be bound by these terms. If you have any questions about our Refund Policy, please contact our customer service team before making a booking.

Cancellation and Refund Terms

Our refund policy varies depending on the type of tour and how far in advance of the departure date you cancel. The following terms apply to standard tour packages:

Standard Tours

Special Tours and Expeditions

For certain specialized tours and expeditions (including but not limited to safaris, mountaineering expeditions, and polar cruises), more restrictive cancellation policies may apply. These will be clearly communicated at the time of booking.

Custom and Private Tours

For custom-designed itineraries and private tours, cancellation policies may be more restrictive due to the bespoke nature of these arrangements. Specific terms will be outlined in your booking confirmation.

Conditions for Refunds

To be eligible for a refund according to the above schedule, you must:

• Submit your cancellation request in writing to [email protected]
• Include your booking reference number, full name, and the reason for cancellation
• Receive written confirmation of your cancellation from our team

The date we receive your written cancellation request will be considered the cancellation date for determining the applicable refund amount.

Refund Processing Time

Once a refund has been approved, we will process it as follows:

• Credit card payments will be refunded to the original card used for the booking within 7-10 business days
• Bank transfer payments will be refunded to the originating account within 10-14 business days

While we process refunds promptly on our end, please note that it may take additional time for the funds to appear in your account, depending on your financial institution's policies.

Changes to Bookings

Date Changes

If you need to change the date of your tour, the following terms apply:

• 60+ days before departure: One date change permitted with an administrative fee of £50 per person, subject to availability
• 30-59 days before departure: Date changes subject to a fee of £100 per person, subject to availability
• Less than 30 days before departure: Date changes treated as a cancellation and rebooking, subject to our standard cancellation fees

Name Changes

If you need to transfer your booking to another person, the following terms apply:

• 60+ days before departure: Name changes permitted with an administrative fee of £30 per person
• 30-59 days before departure: Name changes permitted with a fee of £60 per person
• Less than 30 days before departure: Name changes subject to a fee of £100 per person

Please note that all booking changes are subject to availability and any price differences between your original booking and the new arrangements will be charged accordingly.

Refund Exclusions

The following items are non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees
• Vaccination and medical preparation costs
• Any service fees or charges imposed by third-party suppliers that are non-refundable to us

Additionally, no refunds will be provided for:

• Unused portions of a tour or services once the tour has commenced
• Travelers who miss transportation connections or portions of the itinerary due to personal delays or no-shows
• Travelers who must leave a tour early due to illness, personal emergency, or personal choice

Tour Cancellations by Muted Boundary

In rare cases, we may need to cancel a scheduled tour due to circumstances beyond our control, such as:

• Insufficient number of participants to operate the tour viably
• Force majeure events (natural disasters, political instability, epidemics, etc.)
• Safety concerns that cannot be mitigated

If we cancel a tour, you will be offered the following options:

• A full refund of all payments made to Muted Boundary
• An alternative tour of equivalent or superior value (if available)
• A credit for future travel with Muted Boundary, valid for 24 months

Please note that Muted Boundary is not responsible for any incidental expenses or consequential losses that you may have incurred as a result of your booking, such as non-refundable flights, visa fees, or travel insurance premiums.

Travel Insurance Recommendation

Given the unpredictable nature of travel and personal circumstances, we strongly recommend that all travelers purchase comprehensive travel insurance that includes trip cancellation, trip interruption, and emergency medical coverage. A suitable travel insurance policy can provide financial protection in cases where you need to cancel your trip due to unforeseen circumstances that would otherwise result in financial loss under our standard cancellation policy.

We can provide recommendations for travel insurance providers upon request, or you may choose to arrange your own coverage.

How to Request a Refund

To initiate a refund request, please follow these steps:

1. Email your cancellation request to [email protected]
2. Include your booking reference number, full name, and contact information
3. Specify the reason for cancellation
4. Indicate your preferred refund method (credit to original payment method or bank transfer)
5. If requesting a bank transfer, provide the necessary banking details

Our customer service team will respond to your request within 2 business days to confirm receipt and provide information about the next steps.

Special Circumstances

COVID-19 and Future Pandemics

For bookings affected by government travel restrictions directly related to COVID-19 or similar pandemic situations, we may offer more flexible terms, including:

• Fee-free rebooking to a later date within 24 months
• Travel credits valid for 24 months
• Refunds as per our standard policy, with reduced cancellation fees where possible

These special terms apply only in cases of official government travel restrictions that make it impossible to operate the tour or for you to participate in it. They do not apply to voluntary cancellations due to general concerns about traveling during a pandemic.

Medical Emergencies

In cases of serious illness or injury that prevent travel (with supporting medical documentation), we will consider more flexible refund terms on a case-by-case basis.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. The policy in effect at the time of your booking will apply to your reservation.

Contact Information

If you have questions about our Refund Policy or need assistance with a cancellation or refund request, please contact us at:

Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM (GMT).