Effective Date: May 23, 2024
At New Horizon Tours, we strive to provide an exceptional experience for our customers. We understand that sometimes plans change, and you may need to cancel or modify your booking. This Refunds and Returns Policy explains the process, conditions, and timeframes for cancellations and refunds for our guided tours in Amsterdam.
1. Cancellation Policy
1.1 Cancellation by Customer
- Cancellation More Than 30 Days Before Tour Date: You can cancel your booking more than 30 days before the scheduled tour date and receive a full refund.
- Cancellation Between 15 and 30 Days Before Tour Date: If you cancel between 15 and 30 days before the scheduled tour date, you will receive a 50% refund.
- Cancellation Less Than 15 Days Before Tour Date: Cancellations made less than 15 days before the scheduled tour date are not eligible for a refund.
1.2 Initiating a Cancellation
To cancel your booking, please contact our customer support team at tours@str-newhorizon.com. Include your booking reference number, the name used for the booking, and the tour date. We will process your cancellation request and notify you of the status via email.
2. Refund Process
- Refund Approval: Once we receive your cancellation request, we will inspect the details and notify you of the approval or rejection of your refund.
- Refund Method: Approved refunds will be processed to the original method of payment used during the booking.
- Refund Timeframe: Refunds will be processed within 14 business days from the date of approval. Depending on your payment provider, it may take additional time for the refund to reflect in your account.
3. Tour Modifications
- Modifications More Than 30 Days Before Tour Date: You can request to change the date or time of your tour more than 30 days before the scheduled tour date without any additional fees, subject to availability.
- Modifications Less Than 30 Days Before Tour Date: Date or time change requests made less than 30 days before the scheduled tour date may be subject to availability and additional fees.
4. Non-Refundable Situations
The following situations are non-refundable:
- No-Show: Failure to show up for the tour without prior cancellation notice.
- Late Arrival: Arriving late for the tour without prior notification, resulting in missing the tour.
- Partial Attendance: Leaving the tour midway through or not participating in specific parts of the tour.
5. Exceptional Circumstances
We understand that unforeseen circumstances can occur. If you need to cancel or modify your booking due to exceptional circumstances (e.g., medical emergencies, natural disasters), please contact us at tours@str-newhorizon.com with supporting documentation. We will review such cases on an individual basis and may offer alternative solutions or refunds at our discretion.
6. Contact Information
For any questions or concerns regarding cancellations, refunds, or modifications, please contact our customer support team:
Email: tours@str-newhorizon.com
Address: New Horizon Tours, Dollardpad 28, Amsterdam, Netherlands
7. Changes to this Policy
We reserve the right to update or modify this Refunds and Returns Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services after the posting of revised policy constitutes your acceptance of such changes.
Thank you for choosing New Horizon Tours. We appreciate your understanding and cooperation. We are committed to ensuring you have a memorable and enjoyable experience in Amsterdam.