Cancellation policy

 

For cancellations made by the customer, the date on which the request to cancel is received by Valtournative will determine the refund due as follows:

Group tours

For bookings made via the website, full payment is taken at the time of booking. For bookings made via email or phone, we ask for a 25% deposit. This deposit is fully refundable if cancellations are made in line with the following criteria:

Cancellations are allowed up to 7 days before the start of the activity. Cancellations made before this point will be eligible for a 100% refund. 

Cancellations made less than 7 days and up to 48 hours before the start of the activity are eligible for a 50% refund.

No refund will be provided for cancellations made within 48 hours of an activity, or in the case of a no-show.

The cancellation policy above applies to all bookings made through Valtournative. Bookings made through other platforms are subject to the cancellation policy of that platform. Valtournative is not obligated to honour cancellation policies of other platforms for bookings made through our website or via email and phone.

Please notify us of your cancellation or date change via email:  info@valtournative.com

Private Activities

We ask for a 25% deposit to secure bookings for private activities. This deposit amount is non-refundable.

Cancellations or date changes (subject to availability) are allowed up to 7 days before the start of the activity. Cancellations made before this point will be eligible for a 100% refund on the balance of the cost (minus the non-refundable deposit). 

Cancellations made less than 7 days and up to 48 hours before the start of the activity will be eligible for a 50% refund on the balance of the cost (minus the non-refundable deposit). 

No refund will be provided for cancellations made within 48 hours of the activity or in the case of a no-show.

Where we have booked third party providers on your behalf such as transport, hotels, tickets etc, the cancellation policies of these providers may supersede those of Valtournative. 

Please notify us of your cancellation or date change via email: info@valtournative.com

Force Majeure

If you cancel or cannot take your tour within 7 days of the start of the activity as a consequence of Force Majeure, Valtournative will refund 75% of the amount you have paid for your activity. This is to account for the non-recoverable out-of-pocket costs we may have incurred on your behalf. 

Where we have booked third party providers on your behalf such as transport, hotels, tickets etc, the cancellation policies of these providers may supersede those of Valtournative. We may require you to provide verification to confirm that you were unable to take your tour if you request a refund under this provision.

Force Majeure includes events such as war, extreme weather, or natural disasters that makes it dangerous or impossible to safely undertake the tour. The determination of what constitutes ‘Force Majeure’ is at the discretion of Valtournative. However, a travel warning issued by the Spanish government AFTER you book your tour invokes ‘Force Majeure’. If your transport (flights, trains, cruise ship) is unable to arrive in Valencia due to Force Majeure, you are also covered under this provision.

Covid-19 related cancellations

If your trip to Valencia is canceled due to Covid-19 and you are within 7 days of your activity with Valtournative, we will provide a 100% refund. If you or a travel partner develop Covid-19 symptoms while you can receive a complete refund. Please see: Covid-19 Safety page.

Cancellations made by Valtournative

As an outdoor activities company, Valtournative aims to proceed with tours in all weather conditions. However, in some cases Valtournative may have to cancel a tour due to unsafe weather conditions or other circumstances, including Force Majeure or “Acts of God”. 

In the event that Valtournative cancels the tour, you may choose between a rescheduling of the tour, a full refund OR a credit towards an alternative tour with either Valtournative or our partner company The Touring Bus (www.thetouringbus.com). If you choose to accept a credit, the difference in the cost of the alternative tour will be refunded, or paid by you as applicable.

Refund Processing Time

Once received, refund requests will be acknowledged and processed within 7 working days. If a refund is granted by Valtournative, it can take anywhere from 3-10 business days to show up in your bank account depending on your bank’s processing time.