Refund 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.
03 Cancellation by the Client
The refundable amount depends on:
- The cancellation date. - The nature of the trip. - The services booked. - Costs already incurred by the company. - Non-refundable costs. - The terms of the relevant suppliers.
Any refunded amount is subject to non-refundable costs and the supplier terms specific to the booked services.
Refund policy: Final refund percentages and deadlines are determined for each trip according to its own terms, and the client is informed of these before payment is completed.
Planet Infinity does not guarantee a full refund where non-refundable costs or bookings exist.
09 Unused Services
If the guest chooses not to use one of the services included in the package after the booking is confirmed, such as:
- Accommodation. - Meals. - Activities. - Transport. - Part of the program.
Not using a service does not automatically mean its value is refunded. Refund eligibility, if any, is determined according to the nature of the service and the supplier's terms.
10 Early Departure or Not Completing the Trip
If the guest decides to:
- Leave the trip early. - Return separately. - Not complete the program. - Leave the hotel before the scheduled time. - Not take part in a portion of the trip.
They are not automatically entitled to claim a refund for the value of unused services.
11 Refund & Transfer Fees
Any non-refundable fees or costs may be deducted from the amount due to the client, including, where applicable:
- Bank transfer fees. - Electronic payment fees. - Cancellation fees imposed by the supplier. - Any other non-refundable costs already incurred.
12 Refund Method & Timeframe
Where a Refund is approved:
- The amount is refunded using the original payment method wherever possible. - The amount may take additional time to reach the client's account depending on the bank or payment service provider. - The client is informed once the refund process begins.
13 Special Cases
Cancellation and refund terms for some trips or services may differ from the general policy, particularly in the case of:
- Hotels, camps, or campsites with special cancellation terms. - Desert trips. - Private trips. - Peak seasons and holidays. - Bookings requiring a non-refundable advance payment. - Services for which the supplier imposes special terms.
In such cases, the special terms are explained in the Quotation or Booking Confirmation before payment is completed.
14 Force Majeure
Force Majeure & Changes to the Trip cases are governed by the clause on force majeure and emergency changes set out in the Booking Terms & Conditions, in addition to supplier terms and applicable law.