Cancellation & Refund Policy

The deposit is non-refundable. It represents the cost of reserving and securing the supplier for your specific date and time: once it is paid, the supplier is committed to your booking and may turn away other clients.

The deposit is therefore not returned when you cancel, whatever your reason — including change of travel plans, visa denial, flight cancellation, illness, family emergency, or any other event outside your control.

The one exception is failure on our side. If TourFixer does not provide the service you booked — we cannot supply the driver or guide, or we cancel your confirmed booking — your deposit is refunded in full, together with any other amount you have paid. See "Refunds & Returning Funds to Your Card" below for how that refund is made.

If you have travel insurance that covers trip cancellation, you may be able to claim your deposit back from your insurer. TourFixer strongly recommends purchasing comprehensive travel insurance before making any booking.

You may cancel a confirmed booking free of charge more than 48 hours before the scheduled start of your service. "Free of charge" means that no cancellation fee is applied and any amount you have paid above the deposit is returned to you. The deposit itself is retained whenever you are the one cancelling — see the Deposit Policy above, which also sets out the one situation in which the deposit is returned.

Cancellation rules apply from the moment a booking is confirmed and a deposit has been received. All cancellations must be submitted in writing via WhatsApp or email to TourFixer and acknowledged by TourFixer in writing.

• More than 48 hours before the scheduled service: Free cancellation. The deposit is retained; no cancellation fee is charged, and anything paid above the deposit is refunded.

• Between 24 and 48 hours before the scheduled service: The deposit is retained. An additional cancellation fee equal to 50% of the total booking value (excluding the deposit) will be charged or invoiced.

• Less than 24 hours before the scheduled service, or no-show: The full total booking value is due, regardless of whether the service was used. This represents the supplier's committed time, fuel, and opportunity cost. TourFixer will invoice the full amount and reserves the right to pursue recovery through available legal means.

• No-show: A traveller who does not appear at the agreed pickup location within 30 minutes of the scheduled pickup time without prior written notice to TourFixer is considered a no-show. Full payment is due.

Time of cancellation is determined by the timestamp of the written notification received by TourFixer.

This section explains when money is returned to you and how it reaches you.

When a refund is due:

• You cancel more than 48 hours before the scheduled service and have paid any amount above the deposit — that amount above the deposit is refunded.

• TourFixer does not provide the service you booked, or cancels your confirmed booking — everything you have paid, including the deposit, is refunded in full.

• You were charged in error, or charged twice for the same booking — the incorrect amount is refunded in full.

The deposit itself is not refunded when you are the one cancelling, and no refund is due for a cancellation made less than 48 hours before the service, or for a no-show, beyond anything stated in the Cancellation Policy above.

How the refund is made:

• Refunds of card payments are always returned to the same bank card that was used to make the payment, through the OCTO payment gateway of Octobank. We cannot refund a card payment to a different card, to a different person, in cash, or by bank transfer.

• The refund is made in the currency of the original transaction. The amount credited in your local currency may differ slightly from the amount charged because of exchange-rate movement between the two dates — that difference is set by your issuing bank and is outside TourFixer's control.

• Approved refunds are returned to your card within 10 banking days of the refund being approved. The exact moment the funds appear on your statement is determined by your issuing bank.

How to request a refund:

Send a written request to [email protected] or to our WhatsApp number, quoting your booking reference and the reason for the request. We acknowledge every refund request within 3 business days and tell you in writing whether it is approved, and if not, why.

If part of a service was delivered and part was not, we will assess the request individually and may refund a proportionate amount.