Refund Policy

1. Introduction

At Soft Compass, we understand that plans can change. This Refund Policy outlines the conditions under which refunds will be issued for our tour services. It should be read in conjunction with our Terms & Conditions.

By making a booking with Soft Compass, you agree to the terms of this Refund Policy. We recommend that you read this policy carefully before making a booking.

2. Standard Cancellation and Refund Schedule

The following refund schedule applies to all standard tour bookings unless otherwise specified in your booking confirmation:

Days before Departure Date	Refund Amount
60+ days	Full refund minus deposit (20% of total tour price)
59-45 days	50% of total tour price
44-30 days	25% of total tour price
29-0 days	No refund

All cancellations must be received in writing (email or letter) and the date of receipt will determine the applicable cancellation fee.

Cancellation fees are calculated based on the total tour price, including any supplements, upgrades, or additional services booked.

3. Special Cancellation Terms

3.1 Premium and Expedition Tours

For certain premium tours, expedition cruises, and specialized journeys (such as polar expeditions, safari experiences, or limited availability tours), the following stricter cancellation terms may apply:

Days before Departure Date	Refund Amount
120+ days	Full refund minus deposit (typically 25-30% of total tour price)
119-90 days	50% of total tour price
89-60 days	25% of total tour price
59-0 days	No refund

Your booking confirmation will clearly indicate if your tour falls under these special cancellation terms.

3.2 Special Events and Festivals

For tours centered around special events, festivals, or high-demand periods (such as Carnival in Rio, Cherry Blossom season in Japan, or New Year's Eve celebrations), unique cancellation terms may apply due to our advance commitments to secure accommodations and services. These terms will be clearly communicated at the time of booking.

3.3 Group Bookings

For group bookings (defined as 10 or more travelers booking together), customized cancellation and refund terms will be provided at the time of booking. These typically include earlier cancellation deadlines and higher non-refundable deposits due to the scale of arrangements involved.

4. Cancellation by Soft Compass

4.1 Insufficient Participants

If we need to cancel a tour due to insufficient participants to make the tour viable:

• We will notify you at least 30 days before the departure date (60 days for expedition tours)
• You will receive a full refund of all monies paid to Soft Compass for that tour
• Alternatively, you may choose to transfer your booking to another available tour (any difference in price will be refunded or charged accordingly)

4.2 Force Majeure Events

If we must cancel a tour due to unavoidable and extraordinary circumstances (Force Majeure), such as natural disasters, political instability, terrorism, epidemics, or other events beyond our reasonable control:

• We will notify you as soon as possible
• You will receive a refund of all monies paid to Soft Compass minus any non-recoverable expenses already incurred on your behalf
• Alternatively, you may choose to accept a travel credit for future use, which may include additional value as a goodwill gesture

4.3 Other Cancellations by Soft Compass

If we cancel your tour for reasons other than those mentioned above (excluding your failure to make payments or comply with our Terms & Conditions):

• You will receive a full refund of all monies paid to Soft Compass
• If appropriate, we may offer additional compensation for provable and reasonable expenses directly related to the cancellation

Please note: Soft Compass is not responsible for other expenses you may have incurred in preparation for your tour, such as non-refundable airline tickets, visa fees, vaccinations, or equipment purchases. This underscores the importance of comprehensive travel insurance.

5. Changes to Bookings

5.1 Changes Made by You

If you wish to make changes to your booking after confirmation:

• An administration fee of £50 per person will apply to each change
• Changes requested more than 60 days before departure will be accommodated where possible, subject to the administration fee and any difference in price
• Changes requested within 60 days of departure may be treated as a cancellation and rebooking, subject to the standard cancellation fees
• Name changes or transfers of booking to another person are subject to an administration fee of £100 per person and must be requested at least 30 days before departure

5.2 Significant Changes Made by Soft Compass

If we need to make significant changes to your tour after confirmation (such as a change of destination or a substantial change to the itinerary), you will have the following options:

• Accept the changes (any reduction in tour value will be refunded)
• Choose an alternative tour of comparable standard, if available (any difference in price will be refunded or charged accordingly)
• Cancel your booking and receive a full refund of all monies paid

Minor changes (such as a change in the order of activities or substitution of accommodation of the same or higher standard) do not entitle you to cancel or change your booking without paying the normal charges.

6. Refund Process and Timeframes

6.1 Refund Method

Refunds will be processed using the same payment method used for the original booking whenever possible:

• Credit card payments will be refunded to the same card used for payment
• Bank transfers will be refunded to the originating account
• If the original payment method is no longer available, we will work with you to arrange an alternative refund method

6.2 Refund Timeframes

We strive to process refunds promptly according to the following timeframes:

• Cancellations by you: Processed within 14 business days of receiving your written cancellation notice
• Cancellations by Soft Compass: Processed within 7 business days of our cancellation notice
• Post-tour refunds (for unused services): Processed within 30 business days of your return date, following investigation of the claim

While we initiate refunds within these timeframes, please note that the actual receipt of funds depends on your payment provider or bank's processing times, which can range from 3-10 additional business days.

7. Partial Refunds for Unused Services

7.1 During Your Tour

If you choose not to use any included services during your tour (such as a scheduled activity, meal, or accommodation night):

• No refunds will be provided for services voluntarily not used
• We cannot refund for services missed due to personal choice, illness, or late arrival

7.2 Early Departure

If you leave a tour early for any reason:

• No refunds will be provided for the unused portion of the tour
• Any additional expenses incurred due to early departure are your responsibility

7.3 Services Not Provided Due to Circumstances Within Our Control

If specific services included in your tour cannot be provided due to circumstances within our control:

• We will make reasonable efforts to provide suitable alternatives of equal or greater value
• If alternatives cannot be provided, we will refund the difference in value between the services promised and those actually delivered
• Such refund claims must be submitted in writing within 28 days of your return date, with supporting documentation

8. Travel Insurance and Refund Protection

We strongly recommend that all travelers purchase comprehensive travel insurance that includes cancellation coverage. Many situations that might cause you to cancel your trip can be covered by appropriate insurance, even when they fall outside our refund policy.

Good travel insurance typically covers cancellations due to:

• Illness or injury to you or a travel companion
• Death or serious illness of a close family member
• Natural disasters affecting your home
• Unexpected jury duty or legal proceedings
• Employer-initiated changes to pre-approved vacation

We can provide recommendations for reputable travel insurance providers but are not insurance brokers and do not receive commissions from insurance sales.

9. Special Circumstances

9.1 COVID-19 and Future Pandemics

For cancellations directly related to COVID-19 or future pandemics, the following provisions apply:

• If government travel restrictions prevent the operation of your tour, we will offer a full refund or travel credit (with additional value) for future use
• If your departure is possible but you choose not to travel due to government advisories, we will offer flexible rebooking options
• If you cannot travel due to a positive COVID-19 test or quarantine requirement, we will offer rebooking options with minimal or no change fees (documentation required)

As the global situation evolves, our pandemic-related policies may be updated. The policy in effect at the time of your booking will apply.

9.2 Compassionate Circumstances

We recognize that unforeseen personal circumstances may arise. In cases of serious illness, bereavement, or other significant personal hardship, we may, at our discretion, offer more flexible refund terms or rebooking options than our standard policy. Such situations are evaluated on a case-by-case basis and may require supporting documentation.

10. Gift Certificates and Travel Credits

10.1 Gift Certificates

Gift certificates issued by Soft Compass:

• Are non-refundable once purchased
• Are valid for 3 years from the date of issue
• Can be transferred to another person
• Cannot be redeemed for cash

10.2 Travel Credits

Travel credits issued as an alternative to refunds:

• Are typically valid for 24 months from the date of issue
• May include additional value as a goodwill gesture
• Can be used for any Soft Compass service
• Are transferable to immediate family members with written authorization
• Cannot be converted to cash unless specified at the time of issue

11. Promotional Discounts and Non-Refundable Specials

From time to time, we may offer special promotional rates or "non-refundable" booking options at discounted prices. These special offers will have their own, more restrictive refund terms that will be clearly communicated at the time of booking.

Typically, non-refundable specials:

• Require full payment at the time of booking
• Do not allow for any refund upon cancellation
• May allow for date changes with a substantial change fee
• May allow for transfer to another person with an administration fee

The specific terms applicable to any special offer will be provided in writing and will supersede our standard refund policy.

12. Complaints and Refund Requests

If you believe you are entitled to a refund that has not been offered:

1. Submit your request in writing to [email protected]
2. Include your booking reference number, relevant dates, and specific details supporting your refund request
3. Attach any supporting documentation (such as medical certificates, if applicable)
4. Submit your request within 28 days of the end of your tour or cancellation date

We will acknowledge receipt of your request within 5 business days and aim to provide a full response within 28 days. Complex cases may require additional time for investigation.

13. Updates to This Policy

This Refund Policy may be updated from time to time to reflect changes in our business practices, regulatory requirements, or extraordinary circumstances. The current version will always be available on our website.

Any changes to this policy will not apply retroactively to bookings already confirmed. The refund policy in effect at the time your booking was confirmed will apply to that booking, unless changes are required by law or governmental regulation.

14. Contact Information

If you have questions about this Refund Policy or wish to request a refund, please contact us at:

Soft Compass Customer Service
760 Jane Cove
Edwardbury, ST16 3AP
United Kingdom

Email: [email protected]
Phone: +44 0216 358 045

15. Final Provisions

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

Nothing in this Refund Policy affects your statutory rights as a consumer under applicable laws.