This is the Refund Policy of Experience Earth. Please read this Policy carefully.
In this policy ‘you’ and ‘your’ means all persons named on your booking including anyone who is added or substituted at a later date. “We”, “us” and “our” means DTM Global Group Limited trading as Experience Earth.
If you need to contact us with regards to this refund policy, please do so at [email protected] and where practical state your booking reference number.
1. Non-refundable deposit
It is our policy not to offer a refund of the deposit paid unless (a) you meet the conditions highlighted in item 5 of this Policy and (b) we have received the appropriate documentation within the correct time frames. The non-refundable deposit amount has been set at 50% of the price of the activity, plus the appropriate fees and taxes advised at the time of booking.
2. Cancellations by you
If you cancel the activity more than 14 days prior to its start date you are eligible for a refund for any amount paid to us over and above the non-refundable deposit amount in 1 above. You may be entitled to more if the cancellation is due to a medical reason that occurred after the time of booking, as per Item 5 of this Policy.
Please note a service fee of USD50 per person will be applicable for the cancellation.
3. Cancellations/ Changes by us
Should we be required to cancel or change an activity for reasons beyond our control the following process will be carried out: We must offer to you a rescheduled date for the activity subject to the availability of our local suppliers. If a rescheduled date cannot be arranged by us with our local suppliers than we must refund you all money paid to date minus 20% of the total cost of the activity and minus the appropriate fees and taxes.
4.Injury or medical conditions prior to activity
Should you encounter a medical condition or injury that was unforeseen and first occurred between the time of booking and the start date of the relevant activity, you may be entitled to a full refund (minus a service fee and appropriate fees and taxes). A Doctors Certificate must be supplied to us as soon as practical for assessment by us. If the assessment concludes the medical condition or injury is significant than the following procedure will be followed:
- A rescheduled date is offered or negotiated for you and/or your group members for a date that is post the rehabilitation period for you and/or your group members.
- If for any reason we cannot offer a rescheduled date, a full refund for the person(s) with the medical condition or injury as stated on the Doctors Certificate (minus a USD50 service fee and appropriate fees and taxes)
Please note Items 1-3 in this Policy are subject to item 5.
No refunds will be given for wholly/partly paid activities that have been confirmed but not taken.
No refunds will be given because of Force Majeure (essentially anything beyond our control).
No refunds will be given due to denied entry or visa issues at the border.
No refunds will be given because of such things like risks or harm done to personal risk, natural disasters, war, terrorism, global financial crises.
Experience Earth is not responsible for any refunds once an activity starts.