Refund Policy

1. Introduction

At Silent Vector, we understand that plans can change. This Refund Policy outlines our procedures for cancellations, refunds, and amendments to bookings. We aim to be fair and transparent in our approach while considering the commitments we make to our suppliers on your behalf.

Please read this policy carefully before making a booking. By making a booking with us, you accept and agree to the terms of this Refund Policy.

2. Refund Conditions

2.1 Standard Tour Packages

Our standard refund policy for tour packages is as follows:

Time Before Departure	Refund Amount
90+ days	Full refund minus administrative fee (£100 per person)
60-89 days	75% refund of total package cost
30-59 days	50% refund of total package cost
15-29 days	25% refund of total package cost
Less than 15 days	No refund

2.2 Custom and Private Tours

For custom and private tours, which require more detailed planning and commitments to suppliers, the following refund policy applies:

Time Before Departure	Refund Amount
120+ days	Full refund minus administrative fee (£200 per person)
90-119 days	70% refund of total package cost
60-89 days	50% refund of total package cost
30-59 days	25% refund of total package cost
Less than 30 days	No refund

2.3 Special Promotions and Discounted Tours

Tours booked under special promotions, last-minute deals, or with significant discounts may have different, more restrictive refund policies. These terms will be clearly communicated at the time of booking. Generally, highly discounted tours are non-refundable.

3. Cancellation Process

To cancel a booking and request a refund, you must follow these steps:

1. Notification in Writing: All cancellations must be submitted in writing via email to [email protected] or by registered mail to our office address.
2. Information Required: Your cancellation request must include your booking reference number, full name, contact details, and reason for cancellation.
3. Confirmation: We will acknowledge receipt of your cancellation request within 2 business days.
4. Assessment: We will assess your cancellation based on the applicable policy and any extenuating circumstances.
5. Decision: We will inform you of the refund amount you are eligible for within 5 business days of receiving your cancellation request.

The date of cancellation is considered to be the date on which we receive your written cancellation request.

4. Refund Processing

4.1 Refund Timeframes

Once a refund has been approved, we process refunds according to the following timeframes:

• Credit Card Payments: Refunds to the original credit card typically take 7-14 business days to appear on your statement after we process the refund.
• Bank Transfers: Refunds via bank transfer generally take 5-10 business days to arrive in your account after we process the refund.
• Other Payment Methods: Refunds for other payment methods will be discussed on a case-by-case basis.

Please note that while we process refunds promptly, the time it takes for the funds to appear in your account depends on your financial institution and is beyond our control.

4.2 Refund Method

Refunds will generally be issued using the original payment method. If this is not possible, we will work with you to arrange an alternative refund method.

4.3 Currency

Refunds will be processed in the original currency of payment. We are not responsible for any currency conversion differences that may occur due to exchange rate fluctuations between the time of the original payment and the refund.

5. Exceptions to the Standard Policy

5.1 Force Majeure

In cases of force majeure (unforeseeable circumstances beyond our control), including but not limited to:

• Natural disasters affecting the destination
• War, civil unrest, or terrorism
• Epidemic or pandemic outbreaks
• Government travel advisories recommending against travel to your destination

We will offer one of the following options:

• Postponement of your trip to a later date (within 18 months) without penalty
• A credit voucher for the full amount paid, valid for 24 months
• A refund, less any non-recoverable costs already incurred on your behalf (we will provide a detailed breakdown of these costs)

5.2 Medical Emergencies

In case of serious illness, injury, or death of the traveler or an immediate family member that prevents travel, we may offer more flexible refund terms upon provision of appropriate medical documentation. Each case will be reviewed individually, but typically includes:

• A higher refund percentage than our standard policy
• The option to transfer the booking to another person (subject to an administration fee)
• A credit voucher for future travel

We strongly recommend that all travelers purchase comprehensive travel insurance that includes cancellation coverage for medical emergencies.

5.3 Changes Made by Silent Vector

If we need to make significant changes to your itinerary or cancel your tour due to circumstances within our control, you will be entitled to:

• Accept the changes and continue with your modified trip
• Book an alternative tour of equivalent or higher value (paying any difference in price)
• Book an alternative tour of lower value with a refund of the price difference
• Cancel your booking and receive a full refund of all monies paid

A significant change is defined as a change affecting at least one day in five of the itinerary, or which materially affects the character of the tour.

6. Amendments to Bookings

6.1 Changes Requested by You

If you wish to make changes to your booking (rather than cancel it outright), the following applies:

• Minor changes (e.g., adding a service, upgrading accommodation) can usually be accommodated subject to availability and any additional costs.
• Major changes (e.g., changing dates, destination, or tour type) may be treated as a cancellation and new booking, subject to our standard cancellation fees.
• All changes are subject to an amendment fee of £50 per person, in addition to any supplier charges.
• Changes requested within 60 days of departure are less likely to be accommodated and may incur higher fees.

6.2 Transferring Your Booking

You may transfer your booking to another person who satisfies all the conditions applicable to the tour, subject to the following:

• You must notify us at least 30 days before departure
• The new traveler must accept all terms and conditions of the original booking
• A transfer fee of £100 per person applies
• You and the new traveler are jointly liable for full payment of any balance due and additional costs arising from the transfer

7. Non-Refundable Items

The following items are non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees
• Amendment fees and communication charges
• Any services which have already been provided at the time of cancellation
• Administration fees associated with the booking

8. Travel Insurance Recommendation

We strongly recommend that all travelers purchase comprehensive travel insurance at the time of booking. A suitable policy should include coverage for:

• Trip cancellation and interruption
• Medical emergencies and evacuation
• Personal accident and liability
• Lost, stolen, or damaged baggage and personal effects
• Travel delays and missed connections

Travel insurance can provide financial protection for situations where our standard refund policy would not offer a full refund. It is your responsibility to ensure that your insurance policy covers all potential risks associated with your specific trip.

9. How to Request a Refund

To initiate a refund request, please follow these steps:

1. Email [email protected] with the subject line "Refund Request - [Your Booking Reference]"
2. Include in your email:
   • Your full name and contact details
   • Booking reference number
   • Tour name and departure date
   • Reason for requesting a refund
   • Any supporting documentation (e.g., medical certificates if applicable)
3. Our customer service team will acknowledge your request within 2 business days
4. We will review your request and communicate our decision within 5 business days
5. If a refund is approved, we will process it according to the timeframes outlined in Section 4

For urgent refund inquiries, you can contact our customer service team directly at +44 686 035 4994 during our business hours (Monday-Friday, 9:00 AM - 6:00 PM GMT).

10. Contact Information

If you have any questions about this refund policy, please contact us:

11. Policy Updates

We reserve the right to modify this refund policy at any time, with changes taking effect when posted on this page. However, the refund policy in effect at the time of your booking will generally apply to your reservation. We encourage you to review this page periodically for the latest information on our refund practices.