6. Refund Policy

            The Refund Policy

            An Adventure is fully refundable if:

            • A user cancels within 24 hours of reserving an Adventure.
            • A user cancels at least 14 days before the Adventure is scheduled to start.
            • A user cancels due to an extenuating circumstance (as defined below).

            Cancellations Related to Identification

            Some Adventures require all Participants to have an Adventure IO Account and provide ID before attending. If you or any Participant on your reservation don’t complete this process within 3 days of purchase, the entire reservation will be canceled and fully refunded.

            Cancellations Related to Weather

            Guides plan for changes in the weather and will try to continue the Adventure as planned, even in bad weather. If severe weather conditions make it unsafe for you and your Guide to continue as scheduled, the Guide may adjust the itinerary. If the Adventure is substantially changed or canceled altogether, you can request a refund using the Resolution Center after the Adventure has ended.

            Extenuating Circumstance

            Adventure IO empowers Guides to set and manage their cancelation policies. If a Guide or Participant needs to cancel a reservation, it’s their responsibility to cancel as soon as possible. At times, certain circumstances outside of a Guide or Participant’s control can impact their ability to meet the terms of a reservation.

            In rare instances, if Adventure IO determines that a Participant’s reason for cancellation falls within the extenuating circumstances policy, Adventure IO may override the Guide’s cancellation policy (ex: flexible, moderate, strict) and make refund decisions. If Adventure IO determines that a Guide’s reason for cancellation falls within the extenuating circumstances policy, Adventure IO may waive the Guide cancellation penalties outlined in Adventure IO’s Terms of Service and Adventure IO’s Payments Terms of Service.

            What might be covered under the extenuating circumstances policy?

            Valid circumstances include:

            • Unexpected death or serious illness of a provider, participant or immediate family member (spouse/partner, child, parent, legal guardian, grandparent, or sibling)
            • Serious injury that directly restricts a participant’s ability to travel or a guide’s ability to host an Adventure
            • Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
            • Urgent travel restrictions or severe security advisories issued after the time of booking, by an appropriate national or international authority (such as a government office or department)
            • Endemic disease declared by a credible national or international authority (such as the US Centers for Disease Control or the World Health Organization)
            • Severe property damage or unforeseen maintenance issues that directly impact the ability to provide the Adventure safely
            • Government-mandated obligations issued after the time of booking (ex: jury duty, court appearances, military or government assignments)

            Claims can only be considered after a reservation has been canceled. Once you've informed your Guide or Participant and canceled a reservation, if you feel that your reason for cancelation is covered by the extenuating circumstances policy, contact Adventure IO for consideration. We generally require claims to be submitted no later than 14 days from the original check-in date and we may require valid supporting documentation.

            Updated: 01 Apr 2019 11:38 AM
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