16. Cancellation and Refund Policy

16.1 This section governs cancellations and refunds for all bookings made through Emigoo Tour Int Ltd (“Emigoo”, “we”, “us”, “our”) and is subject to UK consumer law where applicable. Our policies are designed to provide clarity while protecting our company’s operational costs and commitments to suppliers.

16.2 Ticketed Experiences (e.g., Attractions, Shows, Events)

  • All sales are final. Tickets are non-refundable and non-transferable under any circumstances if cancelled by the buyer for any reason.
  • If a Supplier cancels a ticketed experience, the buyer is entitled to a full refund, excluding a 5% processing fee.

16.3 Guided Group Tours and Private Tours

  • Cancellations made 7 or more days before the scheduled tour date are eligible for a full refund, excluding a 5% processing fee.
  • No refunds will be issued for cancellations made less than 7 days before the scheduled tour date.
  • No-shows or late arrivals will not be eligible for refunds.

16.4 Digital Products (e.g., Audio Guides, Downloadable Content, Online Passes)

  • All purchases of digital or downloadable content are non-refundable once delivery has been confirmed or access has been granted.
  • This includes but is not limited to audio guides, mobile applications, e-vouchers, and virtual tours.
  • By completing a digital purchase, you acknowledge and waive your right to cancel under the Consumer Contracts Regulations 2013, as these products are classified as digital content with immediate access.

16.5 Supplier Cancellations

  • In the rare event a Supplier cancels a service or product you have booked:
    • You are entitled to a full refund of the base booking amount,
    • Excluding a non-refundable 5% processing and administration fee.
  • Refunds will be processed within 7–14 business days from confirmation of cancellation.

16.6 Refund Processing

  • All approved refunds are subject to a 5% processing fee, which covers payment handling, administrative time, and booking system charges.
  • Refunds will be made via the original payment method only.
  • Emigoo shall not be held responsible for any delays caused by third-party payment processors or financial institutions.

16.7 Modification Requests

  • Any requests to modify booking dates, times, or participant details are subject to supplier availability and discretion.
  • Emigoo does not guarantee approval of modifications and reserves the right to treat unconfirmed changes as cancellations.