Last updated: 8 September 2026
Refund eligibility is reviewed against your written booking confirmation, cancellation timing and the conditions of each supplier. A refund is not automatic simply because a service changes or is cancelled.
Reviewing a request
Please include your booking reference, the payment concerned and the reason for your request when contacting the team. We will assess the confirmed services, payment record and applicable supplier conditions before confirming the outcome in writing.
Supplier refunds
Lodges, airlines, parks, permit offices and activity providers have their own refund rules and processing times. Where a supplier review is required, we will submit an eligible request and keep you informed. We cannot release funds that remain subject to a supplier decision, unless we are required to do so by law.
Approved refunds
Where a refund is confirmed, it is normally returned to the original payer using the original payment method where possible. Bank, card, transfer or currency-conversion charges may not be recoverable. We may request reasonable identity or account verification before processing a refund.
Timing
Processing begins once the relevant supplier decisions and reconciliations are complete. The timing can depend on the supplier and payment provider. We will confirm the approved amount and next steps by email.
