Cancellation Policy
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We understand that travel plans can change. Our cancellation and refund policy aims to strike a fair balance between our guests' flexibility and Planet Infinity's commitments to hotels, camps, transport companies, tour operators, and other suppliers.
01 Scope of the Cancellation Policy
- This policy applies to bookings confirmed through Planet Infinity. - Some trips or services may be subject to special cancellation terms imposed by suppliers. - Where special trip terms apply, these are explained to the client in the Quotation or Booking Confirmation before payment is completed.
02 Cancellation Requests
- Cancellation requests must be submitted in writing through one of the official communication channels approved by Planet Infinity. - The date and time the company receives the cancellation request determines the cancellation period and the refund policy applied. - Informing the Tour Leader, the driver, or any person not officially authorized is not considered a booking cancellation request.
04 Changing the Date Instead of Cancelling
If the client wishes to change the trip date rather than cancel it, they may submit a request to do so. Planet Infinity will make reasonable efforts to amend the booking, subject to:
- Availability of the new date. - Supplier terms. - Any difference in prices. - Any change or rebooking fees.
A date change is not considered confirmed until the company approves it in writing and sends it by email.
05 Replacing a Traveler
If one of the travelers is unable to participate and the client wishes to replace them with another person, the request may be considered according to the nature of the trip and supplier terms. This is subject to:
- The company's approval. - Whether the traveler's name can be changed. - Any fees imposed by the supplier. - The replacement traveler meeting all trip requirements.
06 Group Trips & Minimum Participant Numbers
Some group trips may require a minimum number of participants for the trip to run as planned. If the required minimum is not met:
1. The company will seek, wherever possible, to offer a suitable alternative, such as: an alternative date, an alternative program, a different trip arrangement, or any suitable and available alternative. 2. If the client accepts the alternative, the booking is amended according to the new details. 3. If the client does not accept the proposed alternative, the amount paid is refunded in line with the trip and booking terms. 4. The company is not obliged to provide the same trip, on the same date, at the same price, if the required minimum is not met.
07 Trip Cancellation by Planet Infinity
If Planet Infinity has to cancel the trip entirely from its side, and not as a result of a client request, the company will inform the client as soon as possible. Depending on the nature of the case, the company may offer:
- Alternative Trip - a suitable alternative trip or date. - Transfer - transferring the booking value to another trip agreed by both parties. - Refund - refunding the amount due in line with the trip terms and refundable costs.
08 No-Show
If the guest does not attend at the specified meeting time and place, and the trip has to depart without them, the booking is considered a No-Show.
The amount paid is not refunded, unless the terms of the relevant trip state otherwise. The company does not bear any additional costs resulting from non-attendance.