Refund Policy

At Dawn Fenland, we understand that plans can change. This Refund Policy outlines the terms and conditions regarding refunds for our travel services. By booking with us, you agree to the terms of this policy.

Important: We strongly recommend purchasing comprehensive travel insurance that includes cancellation coverage to protect your investment in the event you need to cancel your trip due to unforeseen circumstances.

1. Standard Cancellation and Refund Schedule

The following cancellation fees apply when you cancel your booking:

Time of Cancellation	Cancellation Fee	Refund Amount
More than 90 days before departure	Loss of deposit (typically 20% of total tour cost)	80% of total tour cost
60-90 days before departure	50% of total tour cost	50% of total tour cost
30-59 days before departure	75% of total tour cost	25% of total tour cost
Less than 30 days before departure	100% of total tour cost	No refund

All cancellations must be received in writing (email or postal mail) and are effective from the date we receive them. The lead booker must make the cancellation request, and cancellation applies to all members of your party.

2. Non-Refundable Components

Certain components of your travel package may be non-refundable regardless of when you cancel, including but not limited to:

Airfare or other transportation tickets, once issued
Travel insurance premiums
Visa processing fees
Amendment fees
Certain specialty tours or experiences marked as "non-refundable"

These non-refundable items will be clearly identified at the time of booking.

3. Flexible Booking Options

3.1 Flexible Booking Protection

For an additional fee, you may purchase our Flexible Booking Protection at the time of booking, which allows you to:

Cancel up to 30 days before departure for any reason and receive a 90% refund (excluding non-refundable components)
Make one date change without incurring our standard amendment fee (supplier fees may still apply)

This protection must be purchased at the time of booking and cannot be added later.

3.2 Transferring Your Booking

If you are unable to travel, you may transfer your booking to another person, provided that:

You notify us in writing at least 30 days before departure
The transferee meets all the conditions applicable to the original booking
Both you and the transferee accept joint and several liability for full payment and any additional costs arising from the transfer
A transfer fee of £50 per person is paid to cover our administrative costs

Please note that many suppliers treat a transfer as a cancellation and rebooking, and therefore charge accordingly. These charges will be passed on to you.

4. Cancellation by Dawn Fenland

4.1 Tour Cancellation

In the rare event that we need to cancel your tour, you will be offered the following options:

A full refund of all monies paid
An alternative tour of comparable standard, if available (if the alternative is less expensive, we will refund the difference; if it is more expensive, you will need to pay the difference)
A credit voucher for the full amount paid, valid for 24 months for any Dawn Fenland tour

4.2 Minimum Numbers Not Met

Some of our tours require a minimum number of participants to operate. If this minimum is not reached, we reserve the right to cancel the tour. In such cases, we will notify you:

At least 60 days before departure for tours longer than 6 days
At least 30 days before departure for tours between 2-6 days
At least 48 hours before departure for tours less than 2 days

If a tour is cancelled due to minimum numbers not being met, you will receive a full refund of all monies paid to us for that tour.

5. Force Majeure

If we cancel your booking due to Force Majeure (circumstances beyond our control, such as natural disasters, pandemics, government travel advisories, civil unrest, or terrorist activities), the following refund policy applies:

If cancellation occurs before your departure date, we will offer you a credit voucher for the full amount paid, valid for 24 months
Alternatively, you may opt for a refund of recoverable costs (the amount we can recover from our suppliers) less a reasonable administration fee not exceeding 10% of the booking value
If cancellation occurs after your departure date, we will provide a pro-rata refund for any unused services, less any non-refundable expenses already incurred and a reasonable administration fee

6. Significant Changes by Dawn Fenland

If we make a significant change to your tour after booking but before departure (such as changing the departure date by more than 24 hours or switching to a lower category of accommodation), you may choose to:

Accept the change
Accept an alternative tour of comparable standard (with price adjustment if applicable)
Cancel your tour and receive a full refund of all monies paid

7. Refund Process and Timing

7.1 Processing Time

When a refund is due, we will process it as follows:

Credit card refunds: Within 14 business days of approval
Bank transfer refunds: Within 21 business days of approval
Refunds for payments made by other methods: Within 30 business days of approval

7.2 Method of Refund

Refunds will be issued to the original payment method used for the booking. If the original payment method is no longer valid, we will contact you to arrange an alternative refund method.

8. Special Circumstances

8.1 Medical Emergencies

In case of a serious medical emergency preventing travel, we may, at our discretion, offer more favorable refund terms upon presentation of a doctor's certificate. This is assessed on a case-by-case basis and is not guaranteed.

8.2 Death or Serious Illness in the Family

In the unfortunate event of death or serious illness of an immediate family member, we may, at our discretion, offer more favorable refund terms upon presentation of appropriate documentation.

9. Group Bookings

For group bookings (10 or more travelers), special cancellation and refund terms may apply as specified in your group booking contract. These terms supersede the standard refund policy.

10. Unused Services

No refunds will be issued for unused services or features of your tour package once your tour has commenced. This includes accommodation, meals, transportation, and activities that you choose not to use for any reason.

11. Errors in Pricing

If there is an obvious error in the price of your tour, we reserve the right to correct it and charge the correct price or cancel the booking and provide a full refund.

12. Complaints and Refund Requests

If you believe you are entitled to a refund for any reason not covered in this policy, please submit your request in writing to [email protected] with:

Your booking reference number
Detailed explanation of the reason for your refund request
Any supporting documentation
The amount you believe should be refunded

We will acknowledge your request within 5 business days and aim to resolve it within 30 days.

13. Contact Information

For questions about this Refund Policy or to submit a cancellation or refund request, please contact:

Dawn Fenland Customer Service
Email: [email protected]
Phone: +44 811 814 5671
Hours: Monday-Friday, 9am-6pm (GMT)

This Refund Policy should be read in conjunction with our Terms & Conditions. In the event of any conflict between this Refund Policy and our Terms & Conditions, the Terms & Conditions shall prevail.

Last Updated: January 15, 2023