Cancellation & Refund Policy

At Explore Away Holidays, we understand that travel plans can change. This Cancellation & Refund Policy explains how cancellations, amendments and refunds are handled for our travel planning services and any travel arrangements we make on your behalf.

1. Our Commitment

We aim to provide a fair and transparent cancellation process while complying with UK consumer protection laws (Consumer Rights Act 2015). Any refunds are subject to the terms and conditions of the relevant travel suppliers, including airlines, hotels, tour operators and transport providers.

2. Cancelling Your Booking

If you need to cancel your booking, please contact us as soon as possible by email.

Cancellation requests should include:

  • Your full name

  • Booking reference

  • Contact details

  • Reason for cancellation (optional)

A cancellation is effective from the date we receive your request.

3. Itinerary Planning Fees

Where you have paid for a bespoke itinerary planning service, this fee is generally non-refundable once work has begun, as it covers the time and expertise involved in researching and preparing your personalised travel plan.

If no work has started, we may, at our discretion, offer a full or partial refund.

4. Accommodation, Transport and Other Travel Services

Where we arrange accommodation, transfers, tours or other travel services on your behalf, cancellation charges will depend on the supplier's individual booking conditions.

Some bookings may:

  • Be fully refundable.

  • Be partially refundable.

  • Be non-refundable.

  • Allow changes subject to a fee.

We will always advise you of the applicable cancellation terms before your booking is confirmed.

5. Flights

If your booking includes flights, the airline's fare rules and any applicable financial protection arrangements will determine whether a refund or credit is available.

Many airline tickets, particularly promotional or discounted fares, may be non-refundable.

6. Amendments to Bookings

If you wish to change your booking after confirmation, we will do our best to assist.

Changes may be subject to:

  • Supplier amendment fees.

  • Additional travel costs.

  • Changes in availability.

  • An administration fee where applicable.

7. Refund Processing

Where a refund is approved:

  • Refunds will be made using the original payment method.

  • Processing times vary depending on the supplier and payment provider.

  • We will keep you informed of the progress of your refund.

8. Exceptional Circumstances

In exceptional situations, such as severe weather, natural disasters, government travel restrictions or other unforeseen events, any refund will be offered only at the sole discretion of Explore Away Holidays, unless a refund is required by law or by the relevant supplier's terms and conditions. Where a refund is not offered, no refund will be due.

9. Travel Insurance

We strongly recommend that all customers purchase comprehensive travel insurance as soon as their booking is confirmed.

Suitable travel insurance may help cover:

  • Cancellation costs.

  • Medical emergencies.

  • Lost or delayed luggage.

  • Travel delays.

  • Personal belongings.

  • Emergency assistance abroad.

10. Accessible Travel

If you have accessibility, mobility, medical or additional support requirements, please tell us before booking.

We work closely with suppliers to identify suitable accommodation and services; however, availability is subject to supplier confirmation. Prompt notification of your requirements helps us provide the most suitable travel arrangements.

11. Our Right to Cancel

In rare circumstances, we may need to cancel or amend your booking due to events beyond our reasonable control or if a supplier cancels a service.

If this happens, we will contact you as soon as possible to discuss the options available, which may include an alternative arrangement or any refund due under the supplier's terms.

12. Contact Us

If you have any questions about this policy or wish to cancel or amend a booking, please contact us using the details provided on our website.

Thank you for choosing Explore Away Holidays. We look forward to helping you travel with confidence.