1.1 Any cancellations made at least three (3) calendar days in advance of the scheduled tour departure time, shall not attract a cancellation fee. All cancellations must be submitted in writing to the Company and received by CCA within the timeframes outlined herein to be eligible for a refund. Any cancellation made within forty-eight (48) hours in advance of the scheduled tour time, will attract a fifty percent (50%) penalty. Any cancellations made within twenty-four (24) hours in advance of the scheduled tour time, will attract one hundred percent (100%) penalty.
1.2 For CCA’s Website and Call Center customers, the Refund and Cancellation policy will be hosted on the website. Clients will be required to acknowledge and agree to the policy before the sale is finalized.
1.3 Customers may reschedule a Tour to a different Tour time at no additional charge provided the customer notifies CCA before twenty-four (24) hours in advance of the scheduled Tour date.
1.4 The customer will be charged in full under the following
circumstances:
a) If the Customer fails to join a Tour, joins it after its departure or leaves it prior to its completion
b) If the Customer fails to use all of the described services included in the Tour
c) If the Customer is not at the correct pick-up location prior to the scheduled pick-up time. CCA Drivers are prohibited to wait in excess of five (5) minutes at any pick-up location.
d) If the customer does not meet the outlined health, weight and fitness as required by the tour description. Please note that if there is a group booking and one or more persons don’t meet the tour requirements, no refund will apply for the group.
e) CCA may offer clients an alternative tour or a care package to appease clients. In this case, clients must sign an Exchange for Service Form (Appendix 1) in which case no further refunds will be offered to the client.
1.5 CCA is under no obligation to re-book missed Tours and may accommodate the Customer at its sole and absolute discretion.
1.6 CCA may cancel a tour due to inclement weather conditions, acts of nature, unsafe conditions or for any reason whatsoever. CCA shall not be liable for any loss (in excess of the tour price) whatsoever to guest(s) by reason of such cancellation. In the event of cancellation under this Clause, CCA will endeavour to provide advance notice to the Customer on another available Tour. If the Customer is unable to reschedule the Company shall provide a full tour refund to the Customer.
1.7 A minimum and maximum number of passengers are required for certain Tours. CCA reserves the right to cancel or modify Tours to meet these requirements. In the event of a Tour cancellation or modification under this Clause CCA will endeavour to provide advance notice to the Customer on another available Tour. If the Customer is unable to reschedule the tour, CCA shall provide a full refund to the Customer.
1.8 CCA reserves the right at its sole discretion to make any exception to this cancellation policy as outlined herein if cancellation is due to unforeseen illness, accident, injury of guest; or death, illness, accident or injury of an immediate family member. For a refund under this Clause 2.0, the request must be in writing and accompanied by a doctor’s certificate.
1.9 CCA will resolve all refund requests for Website and Call Center Customers within 14 days upon receipt of request from the Customer. Processing time starts the day that CCA receives the refund request from clients.