At Delight Departures, we are committed to being completely transparent about our cancellation and refund practices. Travel involves multiple third-party services — airlines, hotels, transport providers and more — each with their own cancellation terms. This policy explains clearly what you can expect if plans change.
This Refund Policy applies to all bookings made with Delight Departures, whether for group tours, customised private trips, honeymoon packages, corporate travel or individual travel services. By making a payment to confirm your booking, you agree to the terms outlined in this policy.
Refunds are subject to the policies of third-party vendors — including airlines, hotels, resorts, transport operators and activity providers — as well as any applicable service charges retained by Delight Departures for the work already performed.
If you choose to cancel your booking, the refund amount will depend on the cancellation policies of the airlines, hotels, and other vendors involved in your trip, as well as the timing of your cancellation. General cancellation timelines are as follows:
Service charges retained by Delight Departures — including planning fees, coordination charges, documentation charges and consultation fees — are non-refundable in all cases of customer-initiated cancellation, regardless of timing.
In the rare event that Delight Departures needs to cancel a tour or travel package, we will:
- Notify you as early as possible through your registered email address, phone number and/or WhatsApp.
- Offer you a full refund of all amounts paid to Delight Departures, or an alternative tour of equal or similar value at your preference.
- Process eligible refunds within 7–14 working days from the date of cancellation confirmation.
- Work actively with airlines, hotels and vendors to recover and return any amounts paid on your behalf to the extent possible.
Situations that may lead to company-initiated cancellation include: insufficient group size to operate a group tour, unforeseen operational issues, or safety concerns at the destination. In such cases, we will always prioritise your wellbeing and financial interests.
The following charges are strictly non-refundable under all circumstances, including customer-initiated cancellations, company-initiated cancellations, or events beyond either party's control:
| Item | Refundable? | Notes |
|---|---|---|
| Airline tickets (refundable fare) | Partial | Subject to airline cancellation policy and fare class |
| Airline tickets (non-refundable fare) | No | As per airline terms; date-change may be possible with fees |
| Hotel bookings (free cancellation) | Full | If cancelled within the hotel's free cancellation window |
| Hotel bookings (non-refundable rate) | No | Non-refundable rates are booked at customer's risk |
| Visa application fees | No | Embassy fees are never refundable regardless of outcome |
| Delight Departures service charge | No | Non-refundable in all cases |
| Convenience / payment gateway fee | No | Charged by payment processor; not in our control |
| Tour amount (company cancels) | Full | Within 7–14 working days; vendor refunds subject to their policy |
All approved refunds are processed exclusively to the original payment method used at the time of booking. We do not issue refunds to a different account, card, or payment method than the one originally used.
To initiate a cancellation and refund request, please follow these steps:
- Send an email to support@delightdepartures.com with the subject line "Cancellation Request – [Your Booking Reference]".
- Include your full name, registered phone number, booking reference number, trip details, and the reason for cancellation.
- Our team will acknowledge your request within 1 working day and begin processing.
- You will receive a written confirmation of the refund amount (if any) within 3 working days of your request.
- Approved refunds will be credited within 7–14 working days of the written confirmation.
In the event of cancellations caused by circumstances beyond our reasonable control — including but not limited to natural disasters, pandemics, government-imposed travel bans, civil unrest, airline groundings, or other force majeure events — the following applies:
- Delight Departures will make every reasonable effort to recover funds from vendors and pass them on to customers.
- Refunds are subject to whatever amounts vendors return, as airlines, hotels and vendors often have their own force majeure policies.
- We will prioritise offering date changes or alternative packages where possible before processing refunds.
- Service charges paid to Delight Departures for work already completed remain non-refundable even in force majeure situations.
If you have any questions about this Refund Policy, your specific booking, or a pending refund, please reach out to us through any of the following channels. We aim to respond to all refund queries within 1 working day.