At Gentle Balance, we understand that plans can change. This Refund Policy outlines the terms and conditions for refunds on bookings made through our services. Our aim is to provide clear and fair guidelines while balancing our commitments to both our customers and our travel partners.
Please review this policy carefully before making a booking, as it forms part of our agreement with you.
Most bookings require a deposit to secure your reservation, with the balance due at a later date as specified in your booking confirmation. Deposit amounts typically range from 20% to 30% of the total booking value, depending on the type of trip and the time of booking.
Unless otherwise specified at the time of booking, deposits are non-refundable. This reflects the costs and commitments we make on your behalf when securing your travel arrangements.
Refund eligibility varies based on:
All cancellation requests must be submitted in writing to Gentle Balance via email to [email protected] or through our contact form. The date we receive your written cancellation notice is the date used to calculate any applicable refund.
The following schedule applies to most standard bookings, unless otherwise specified in your booking confirmation:
| Cancellation Period | Refund Amount |
|---|---|
| More than 90 days before departure | Full refund minus deposit and a £75 administration fee |
| 61-90 days before departure | 75% refund of total booking value minus deposit |
| 31-60 days before departure | 50% refund of total booking value minus deposit |
| 15-30 days before departure | 25% refund of total booking value minus deposit |
| 14 days or less before departure | No refund |
Important Note: Specific travel packages, luxury journeys, group tours, or special promotions may have different cancellation terms. These will be clearly communicated to you during the booking process and will be detailed in your booking confirmation.
In case of force majeure events (such as natural disasters, pandemics, civil unrest, or government travel restrictions) that directly impact your trip, we will work with our travel suppliers to obtain the maximum possible refund or offer alternative travel options. However, we cannot guarantee full refunds as many costs may have been incurred and may not be recoverable from our suppliers.
If a travel supplier cancels a service or is unable to provide the booked service, we will:
In case of serious illness or injury preventing travel, we may offer more flexible refund terms upon receipt of valid medical documentation. This is assessed on a case-by-case basis and is at our discretion. We strongly recommend purchasing comprehensive travel insurance to cover such situations.
To request a refund, please:
Once your refund request has been approved:
Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed upon. If the original payment method is no longer available, we will contact you to arrange an alternative method.
The following items are generally non-refundable:
If you need to cancel part of your booking (e.g., one traveler in a group booking or one segment of a multi-destination trip), the cancellation policy will apply only to the portion being canceled. However, this may affect pricing for the remaining portions of your booking due to factors such as room occupancy changes or loss of group rates.
If you need to make changes to your booking:
We strongly recommend purchasing comprehensive travel insurance at the time of booking. A suitable travel insurance policy may provide coverage for many circumstances that would otherwise result in lost payments under our standard cancellation policy.
Travel insurance can provide financial protection for:
We can provide information on travel insurance options, or you can arrange your own coverage through a provider of your choice.
Special promotions, flash sales, or heavily discounted bookings may have more restrictive refund policies than our standard terms. These special conditions will be clearly indicated during the booking process and in your booking confirmation.
Typically, special promotions may be:
If you believe an exception should be made to our refund policy due to extraordinary circumstances, please submit your request in writing with all relevant documentation. While we maintain these policies to ensure fair treatment for all customers, we review exceptional cases individually.
Any disputes regarding refunds that cannot be resolved directly with us may be addressed through the appropriate consumer protection agencies or legal channels in accordance with UK law.
For any questions or concerns regarding refunds, please contact our customer service team:
Email: [email protected]
Phone: +44 534 557 5781 (Monday-Friday, 9:00 AM - 5:00 PM GMT)
Postal Address:
Gentle Balance - Refund Department
652 Stacey Crossroad
East Karlville RH10 7RT
United Kingdom
Please include your booking reference number in all communications regarding refunds.
This Refund Policy may be updated from time to time. The version in effect at the time of your booking will apply to your reservation. We recommend reviewing our current Refund Policy before making a booking.
For bookings made through third-party platforms or travel agencies, additional or different refund terms may apply. Please check the specific terms provided by these partners at the time of booking.
By making a booking with Gentle Balance, you acknowledge that you have read, understood, and agree to the terms of this Refund Policy.
