Refund Policy

This Refund Policy explains how cancellations, amendments, and refunds are handled for bookings made with Level Play Commons. It works together with our Terms of Use.

1. Overview

Refund eligibility depends on the timing of your cancellation, supplier policies, and non-refundable components. When applicable law provides stronger consumer protections, those protections prevail.

2. Standard cancellation timeline

Unless stated otherwise in your proposal/confirmation, the following schedule applies to the tour land package (excluding explicitly non-refundable items):

• 60+ days before start: refund of payments received, less a 5% admin fee and any non-refundable items.
• 31–59 days before start: 70% refund of the refundable portion.
• 15–30 days before start: 40% refund of the refundable portion.
• 0–14 days before start or no-show: not refundable.

Air tickets, rail passes, special permits, event tickets, and certain supplier promotions may be fully non-refundable per supplier rules.

3. Non-refundable items

• Government or park permits secured in your name.
• Tickets with strict fare rules (air/rail/event) after issuance.
• Visa fees and related services.
• Certain promotional or peak-season rates designated as non-refundable.
• Bank charges, currency conversion costs, and payment processor fees already incurred.

4. Partial refunds and unused services

Once travel has commenced, refunds for unused services are at the discretion of suppliers and subject to their terms. We will assist in seeking goodwill or partial credits where feasible but cannot guarantee outcomes.

5. Changes vs. cancellations

Date changes, name changes, or itinerary amendments may incur change fees and fare differences set by suppliers. Approving a change may void prior refund terms for the affected component.

6. Cancellations by Level Play Commons

In the rare event we cancel a departure (e.g., minimum group size not met), you will be offered a full refund of amounts paid for the land package or an alternative of equal or greater value. We are not responsible for indirect costs such as independently purchased flights, visas, or insurance.

7. Force majeure

For events beyond reasonable control (e.g., natural disasters, government actions, epidemics, severe weather), cash refunds may be limited by supplier policies. We will seek rebooking, credits, or partial refunds where possible and transparent accounting of unrecoverable costs.

8. Refund method and timing

• Refunds are issued to the original payment method when possible; otherwise via bank transfer to the original payer.
• Processing time is typically 10–20 business days after approval; bank or card timelines may extend this.
• Refunds are made in the original transaction currency; exchange rate differences are outside our control.

9. How to request a refund

Email [email protected] or call +44 3552 176886 with your booking reference, traveler names, and a clear description of the request. We may request additional documents (e.g., medical notes when relevant and voluntarily provided).

10. Chargebacks

Please contact us first to resolve issues. Initiating a chargeback without prior notice may delay resolution. We will provide documentation to the payment processor where necessary.

11. Travel insurance

We strongly recommend comprehensive travel insurance covering cancellation, interruption, medical costs, and baggage.

12. Updates to this Policy

We may update this Policy periodically. The latest version applies to new bookings; for existing bookings, the version included with your confirmation applies unless changes are required by law.

This policy forms part of our contract with you and should be read with the Terms & Conditions.