Refund Policy

Last Updated: October 17, 2025

At Savanoo, we understand that plans can change. This Refund Policy outlines the terms and conditions for cancellations and refunds of tour bookings.

1. Standard Cancellation Policy

1.1 Cancellation by Participants

If you need to cancel your booking, the following refund schedule applies based on the notice period before the tour departure date:

1.2 How to Request a Cancellation

To cancel your booking, please contact us as soon as possible through one of the following methods:

• Email: [email protected]
• Phone: +1 705-238-5464
• In person at our office during business hours

Cancellations must be received in writing (email or letter). The cancellation date is determined by when we receive your written notice, not when you send it.

2. Refund Processing

2.1 Processing Time

Approved refunds will be processed within 14 business days of receiving your cancellation request. Refunds will be issued to the original payment method used for booking.

2.2 Processing Fees

Credit card processing fees are non-refundable. If your booking was made through a payment platform that charged additional fees, those fees are also non-refundable.

3. Special Circumstances

3.1 Medical Emergencies

In cases of medical emergencies or serious illness (yours or immediate family member's) that prevent tour participation, we may offer a full refund or credit toward a future tour. Medical documentation from a licensed healthcare provider will be required.

3.2 Travel Coverage

We strongly recommend purchasing comprehensive travel coverage that includes trip cancellation protection. Travel coverage may reimburse you for cancellations outside our standard policy terms.

4. Modifications to Bookings

4.1 Date Changes

If you wish to change your tour date rather than cancel:

• More than 30 days before departure: One free date change; subsequent changes incur a $75 administrative fee
• 15-30 days before departure: $150 modification fee
• Less than 15 days before departure: Not permitted

Date changes are subject to availability and may result in price differences.

4.2 Participant Changes

Changing the name on a booking is permitted up to 30 days before departure with a $50 administrative fee. The new participant must meet all tour requirements.

5. Cancellation by Savanoo

5.1 Full Refund Situations

If Savanoo cancels your tour for any reason, including but not limited to:

• Insufficient participant numbers
• Severe weather conditions
• Safety concerns
• Force majeure events

You will receive a full refund or the option to transfer your booking to an alternative tour date. We are not responsible for any additional costs you may have incurred (flights, accommodation, etc.).

5.2 Partial Cancellations

If a portion of a tour must be cancelled or modified due to unforeseen circumstances, you will receive a pro-rata refund for the cancelled portion.

6. No-Show Policy

If you fail to show up for your scheduled tour without prior cancellation notice, no refund will be issued. We strongly encourage you to contact us if you anticipate being unable to attend.

7. Deposits and Final Payments

7.1 Deposit Refunds

The initial 30% deposit paid at booking is subject to the same refund schedule as outlined in Section 1.1.

7.2 Final Payment

Final payments made within 30 days of departure are non-refundable unless covered by our medical emergency policy or if Savanoo cancels the tour.

8. Group Bookings

8.1 Group Cancellation Terms

For group bookings (8 or more participants), special cancellation terms may apply. Please refer to your group booking contract or contact us for details.

8.2 Partial Group Cancellations

If some members of a group booking cancel while others proceed, the cancellation policy applies to each individual cancellation. Group pricing may be affected if the group size falls below the original booking threshold.

9. Dispute Resolution

If you believe you are entitled to a refund that has been denied, please contact us at [email protected] with your booking details and explanation. We will review your case and respond within 5 business days.

If a resolution cannot be reached, disputes may be escalated through the following channels:

• Credit card chargeback (within your card issuer's timeframe)
• Consumer protection agencies in your jurisdiction
• Mediation or arbitration services

10. Exceptions and Special Cases

10.1 Natural Disasters and Emergencies

In the event of natural disasters, pandemics, or government-mandated travel restrictions that affect your ability to participate in a tour, we will work with you to find a fair solution, which may include:

• Full credit toward a future tour (no expiration date)
• Partial refund based on circumstances
• Rescheduling to a later date with no fees

10.2 Service Issues

If you experience significant service issues during your tour that we cannot resolve, you may be eligible for a partial refund. Issues must be reported to your guide immediately and formally submitted in writing within 7 days of tour completion.

11. Gift Certificates and Vouchers

11.1 Refund Eligibility

Tours booked with gift certificates or promotional vouchers are subject to the same refund policy. Refunds will be issued as credit toward future tours rather than cash refunds.

11.2 Expiration

Gift certificates and vouchers are valid for 24 months from the date of issue. Extensions may be granted in exceptional circumstances at our discretion.

12. Currency and Exchange Rates

All refunds are processed in Canadian Dollars (CAD). If you paid in a different currency, the refund will be converted at the exchange rate on the date of refund processing, which may differ from the rate at the time of booking.

13. Contact Information

For questions about our refund policy or to initiate a cancellation, please contact us:

14. Policy Updates

Savanoo reserves the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated effective date. The policy in effect at the time of your booking applies to your reservation.