Q: What is a Refundable Booking?
If you purchase the Refundable Booking option, you will be eligible for a 100% refund if you can no longer attend an adventure and can evidence one of the many reasons included, such as COVID-19 infection, isolation, family illness, sickness, home emergency, change of examination dates and adverse weather. Full Refundable Booking Terms and Conditions can be viewed at https://www.refundable.me/extended/en.
Q: Does purchasing a Refundable Booking mean I do not need to purchase travel insurance?
NO! Travel insurance is mandatory for all bookings. A Refundable Booking is not insurance, nor is it a substitute for travel insurance, it is a complimentary offering that provides better cancellation coverage than most travel insurance policies currently offer. It is similar to having the option when purchasing a flight to make it refundable under certain conditions. A Refundable Booking is especially helpful if you need to cancel last minute and Adventure Out Loud cannot offer a refund per our cancellation policy, outlined under section 22 of our terms and conditions.
Q: Can I change to a Refundable Booking after I have paid my deposit?
No, the Refundable Booking option can only be selected prior to paying your deposit for your adventure.
Q: Can I purchase the Refundable Booking option for only part of my adventure?
No, the Refundable Booking option must be applied to the entire itinerary.
Q: Do I have to pay the entire Refundable Booking fee upfront?
No, you will only pay the fee on the associated amount you are paying at the time.
Q: Is there a cooling off period where I can cancel the Refundable Booking without charge?
Yes, there is a 14-day cooling off period. If you want to cancel your refundable booking, you must email us at [email protected].
Q: How do I request a refund if I have purchased the Refundable Booking option?
To apply for a refund please contact the refund team: https://form.refundable.me/forms/refund. Refunds must be requested no more than 60 days after your departure date, for events that have occured prior to your departure date.
Q: What are the reasons I can request a refund if I have purchased the Refundable Booking option?
There are over 20 circumstances you may request a refund. A full list can be viewed at https://www.refundable.me/extended/en.
Q: When can I request a refund if I have purchased the Refundable Booking option?
Refunds must be requested no more than 60 days after your departure date, for events that have occured prior to your departure date.
Q: Can I request a refund if I change my mind on attending my adventure?
No, you may only request a refund on your Refundable Booking if your circumstances meet the list of approved reasons. Change of mind is not an approved reason.
Q: Can I request a partial refund on my purchase if I have selected the Refundable Booking option?
Yes, if your circumstances meet the list of approved reasons, and your application is approved by Refundable Bookings, you will be eligible for a refund of 100% of all payments made for the protected itinerary.
Q: How quickly are refund requests processed?
Refundable Bookings currently (April 2022), "We commit to handle all refund requests within 48 hours of receipt of the refund application."
Q: What if an itinerary is cancelled or rescheduled, who do I contact for a refund if I have purchased the Refundable Booking option?
All refunds for cancelled or rescheduled itineraries are managed by Adventure Out Loud. Details will be communicated directly to the participant if an adventure is cancelled or rescheduled. You do not need to request a refund on your Refundable Booking if your adventure is cancelled or rescheduled.
Q: Is Refundable Bookings a known and trusted service?
Refundable Bookings is used by major ticketing platforms in Australia and is an established global offering. Refundable Bookings are administered by an independent company to Adventure Out Loud and we take no responsibility for the delivery of the product/service. We will gladly assist you with your refund request, by providing documentation about your tour (if needed), but we are not responsible for, and have no input into, the assessment or approval of your application.