Welcome to First Ethiopian Tour and Travel!
At First Ethiopian Tour and Travel, we are committed to providing exceptional travel experiences across Ethiopia and beyond. We understand that plans can change, and we strive to make our refund and cancellation process as clear and fair as possible. Please read our policy below carefully to understand your rights and responsibilities.
Overview
Our refund and cancellation policy applies to all travel services booked through First Ethiopian Tour and Travel, including tours, transportation, and accommodations arranged by us. This policy lasts 30 days from the date of booking confirmation unless otherwise specified in your booking terms. Requests for cancellations or refunds after this period may not be eligible for a full refund.
Since we provide travel services rather than physical merchandise, this policy focuses on cancellations, modifications, and refunds related to your booked experiences.
Eligibility for Refunds or Cancellations
To be eligible for a refund or modification:
- You must notify us of your cancellation or change request within the applicable time frame (see “Cancellation Terms” below).
- The service must not have been fully utilized (e.g., a tour or travel service that has already started or been completed is not eligible).
- Any third-party bookings (e.g., hotels, airlines, or local guides) are subject to their respective cancellation policies, which may affect your refund eligibility.
Non-Refundable Services:
Certain services are exempt from refunds or cancellations, including:
- Services marked as “non-refundable” or “final sale” at the time of booking.
- Last-minute bookings (within 48 hours of the service start date).
- Special promotional offers or discounted packages, unless otherwise stated.
Cancellation Terms
We aim to accommodate your needs while balancing the commitments we make to our partners and guides. Below are our standard cancellation terms:
- More than 30 days before the service start date: Full refund, minus a 5% administrative fee to cover processing costs.
- 15–30 days before the service start date: 50% refund of the total booking cost, unless the service is non-refundable (e.g., third-party bookings or special offers).
- Less than 15 days before the service start date: No refund, unless exceptional circumstances apply (see “Exceptions” below).
To initiate a cancellation, we require written notice via email to [email protected] or through your booking confirmation portal. Verbal requests or notifications through other channels will not be processed.
Exceptions
We understand that unexpected situations may arise. Partial or full refunds may be considered in the following cases:
- Force Majeure: Natural disasters, political unrest, or other uncontrollable events that prevent the delivery of services. Refunds will be assessed case-by-case, subject to third-party policies.
- Service Issues: If we fail to deliver a service as promised due to our error (e.g., a tour cancellation by us), you will receive a full refund or an option to reschedule at no additional cost.
- Medical Emergencies: With valid documentation (e.g., a doctor’s note), we may offer a partial refund or credit for a future booking.
Refund Process
Once your cancellation request is received and reviewed:
- We will send you an email confirming receipt of your request and outlining the refund decision.
- If approved, your refund will be processed within 10–15 business days and credited to your original payment method (e.g., credit card, bank transfer).
- Refunds for third-party services (e.g., flights or hotels) will depend on their policies and may take additional time.
Note: Any bank or payment processing fees incurred during the refund are non-refundable and will be deducted from the refunded amount.
Late or Missing Refunds
If you haven’t received your refund within the stated time frame:
- Check your bank or credit card statement to ensure the refund hasn’t been posted.
- Contact your payment provider, as processing times may vary.
- If the issue persists, reach out to us at [email protected] with your booking reference number, and we’ll assist you promptly.
Modifications and Rescheduling
We’re happy to help you adjust your travel plans where possible:
- Modifications to booking dates or services are subject to availability and may incur a 10% modification fee plus any additional costs due to rate changes.
- Requests must be made at least 15 days before the service start date. Late requests may not be accommodated.
For rescheduling, email us at [email protected] with your booking details and preferred new dates.
Promotional or Discounted Bookings
Services booked under promotional rates or special discounts are typically non-refundable and non-modifiable unless explicitly stated at the time of purchase. Please review the terms provided with your booking confirmation.
