Cancellation & Refund Policy

This policy applies to services provided directly by CaleDonya and to bookings arranged for customers with third-party suppliers, including accommodation, transport, tours, activities and other tourism services.

Cancellation requests should be sent as early as possible through one of CaleDonya’s official contact channels and should include sufficient information to identify the relevant booking or service.

The time at which the request is received may affect any applicable cancellation charge or refundable amount. A booking is not considered cancelled until the request has been received and processed.

Where CaleDonya arranges a booking with a hotel, transport company, activity provider or other third party, cancellation may also be subject to that supplier’s terms, including cancellation deadlines, charges and non-refundable amounts.

Where reasonably possible, CaleDonya will make the main applicable booking conditions clear before confirmation.

If a customer cancels a confirmed service, the refundable amount will be determined after taking into account any reasonable costs, supplier charges or cancellation losses applicable to that booking.

Cancellation charges are intended to reflect genuine costs or losses arising from the cancellation rather than to operate as a penalty.

Certain rates, tickets or reservations may be non-refundable or only partly refundable. This may include selected discounted rates, date-specific reservations or services where performance has already begun.

Where such restrictions are known and applicable, they will be communicated before the relevant booking is confirmed.

If a confirmed service cannot be provided or is cancelled by CaleDonya or the relevant supplier, the customer will be informed as soon as reasonably possible and a suitable alternative may be offered where available.

Where no suitable alternative is available or accepted, any refund will be determined according to the nature of the booking, amounts paid, applicable supplier terms and the customer’s statutory rights.

Some arrangements involving more than one travel service may be subject to specific legal requirements depending on how the services are combined and sold. Where package travel or other consumer protection rules apply, the customer’s statutory rights take precedence over any inconsistent provision of this policy.

Once a refund is approved, it will be returned through an appropriate available method, preferably the original payment method where possible. The time taken for funds to appear may vary depending on the bank, payment provider or supplier involved.

Where a refund relates to a third-party supplier, processing may depend on confirmation or receipt of funds from that supplier unless applicable law requires otherwise.

Failure to attend at the agreed time, or arrival after the supplier can reasonably provide the booked service, may be treated as a late cancellation or no-show and may result in some or all of the booking value becoming non-refundable.

For questions about cancelling a service or booking, or requesting a refund, please contact CaleDonya using the details shown on the Contact Us page and provide the information needed to identify and review the booking.