Cancellation & Refund Policy

A booking is only considered confirmed once the required deposit or payment has been received. Unless otherwise stated for a specific trip:

• Deposits are non-refundable and non-transferable.
• Your deposit secures your place on the trip and allows VillageAway to make reservations and supplier payments on your behalf.
• VillageAway may require full payment by a specified deadline before departure.
• Failure to make payments by the stated deadline may result in cancellation of your booking and forfeiture of amounts already paid.

If you choose to cancel your booking, the following cancellation terms apply:

Because every trip has different supplier terms, the actual refund amount may be lower than the percentages above where VillageAway has already made non-refundable payments to hotels, transport providers, activity providers, airlines or other suppliers.

No refunds will be provided for:

• Failure to attend the trip.
• Arriving late or missing transportation.
• Leaving the trip early.
• Missing activities, meals, accommodation nights or other included services.
• Failure to provide required travel documentation.
• Failure to comply with applicable entry, visa, health or travel requirements.

VillageAway is not responsible for costs arising from a guest’s failure to arrive at the required meeting point or departure location on time.

Where possible, VillageAway may allow a guest to transfer their booking to another person. Any transfer must:

• Be requested in writing.
• Be approved by VillageAway.
• Take place before the applicable deadline communicated for the trip.
• Meet all accommodation, transport, airline and supplier requirements.

The original guest remains responsible for any outstanding balance until the transfer has been formally approved. Any costs charged by suppliers for changing the guest’s name or booking details will be the responsibility of the customer.

VillageAway does not guarantee that a booking can be transferred.

Requests to change accommodation, dates, room arrangements, transportation or other components of a trip are subject to availability and supplier terms. Any additional costs resulting from a requested change will be paid by the customer.

If a requested change results in a reduction in the value of the booking, VillageAway does not guarantee that the difference will be refundable.

VillageAway reserves the right to cancel, postpone or substantially modify a trip where circumstances make it necessary or unsafe to operate the trip. This may include circumstances such as:

• Natural disasters.
• Severe weather.
• Government restrictions or travel advisories.
• Political unrest or civil emergencies.
• Supplier failure.
• Insufficient bookings to operate the trip.
• Other circumstances beyond VillageAway's reasonable control.

Where VillageAway cancels a trip, customers will be offered the applicable option based on the circumstances and the amounts recoverable from suppliers. Where a refund is offered, VillageAway will refund amounts actually recoverable from suppliers, less any clearly communicated non-recoverable costs and applicable processing charges.

VillageAway will not be responsible for consequential or additional costs incurred by the customer, including flights booked independently, accommodation booked independently, visa expenses or other personal travel costs.

VillageAway is not liable for losses, delays, cancellations or additional costs caused by events outside its reasonable control, including but not limited to natural disasters, extreme weather, pandemics, government actions, civil unrest, strikes, transportation disruptions, security incidents or supplier cancellations.

In such circumstances, VillageAway will make reasonable efforts to assist customers and recover available funds or alternative arrangements from suppliers, but cannot guarantee a refund where VillageAway itself has not received a refund or credit from the relevant supplier.

VillageAway works with hotels, airlines, transport providers, activity providers and other third-party suppliers. Where a supplier has stricter cancellation or refund terms than those stated above, the supplier’s terms may apply to the affected portion of the booking.

Customers will be informed of any material supplier-specific cancellation conditions applicable to their trip where relevant.

Approved refunds will be processed within 14–30 business days after the refund has been approved and the necessary funds have been received from relevant suppliers. Refunds will generally be made using the original payment method where reasonably possible.

Bank charges, payment gateway fees, currency conversion losses and other non-recoverable transaction costs may be deducted from the refund where applicable.

VillageAway strongly recommends that every traveler obtain appropriate travel insurance covering, where applicable, trip cancellation, medical emergencies, travel interruption, lost baggage and other unforeseen circumstances. Travel insurance is particularly recommended for international trips.

VillageAway is not an insurance provider and does not guarantee reimbursement for losses that may be covered by travel insurance.

Certain VillageAway trips may have trip-specific payment and cancellation terms that differ from this general policy. Where a trip-specific policy has been provided to the customer before booking, those terms will apply to that trip.

Customers are responsible for reviewing the applicable trip terms before making payment.

By making a payment to VillageAway, you confirm that you have read, understood and accepted this Cancellation & Refund Policy and any trip-specific terms provided to you.

VillageAway reserves the right to update this policy from time to time. The policy applicable to your booking will be the version communicated to you at the time of booking.

Questions about cancellations or refunds? Reach out at hello@villageaway.com.