This policy explains what happens if you cancel, if we or our local partner cancel, and how refunds are paid. Where your written confirmation states different terms for your trip, those terms apply.
Summary
| What you paid | You cancel | We, the partner or the airline cancel |
|---|---|---|
| Trip deposit | Depends on how long before the start date (see below) | Full refund, including the booking & processing fee |
| Flight ticket, not yet issued | Full refund | Full refund |
| Flight ticket, issued | The airline's fare rules and cancellation charges apply | Rebooking or refund under the airline's rules |
| Invoice | As stated on the invoice or agreed in writing | Full refund for services not provided |
Trips, treks and tours
If you cancel a confirmed trip, the deposit is refunded as follows, counted from the trip's start date:
- [30] days or more before: [full deposit refunded, less the booking & processing fee]
- [15 to 29] days before: [50% of the deposit refunded]
- Less than [15] days before, or no-show: [the deposit is not refunded]
Costs already paid to third parties on your behalf (for example flights, permits or helicopter bookings) may not be refundable. If you leave a trip early, unused services are not refunded, except where the local partner can recover the cost.
If we or the local partner cancel your trip, you receive a full refund of everything you paid us, including the booking & processing fee, or you can choose another date or trip.
Changes
We are happy to help change dates or trips where possible. Changes depend on availability, and any difference in price or costs already incurred will be confirmed with you first.
Domestic flight tickets
- Before the ticket is issued: cancel at no cost; anything paid is refunded in full.
- After the ticket is issued: the airline's fare rules apply. Many domestic fares carry cancellation charges, which depend on how close to departure you cancel. We deduct only what the airline charges.
- Flights cancelled by the airline (including for weather): the airline offers a later flight or a refund under its rules. We help you rebook.
Invoices
Invoices for tailor-made trips or other services follow the cancellation terms written on the invoice or agreed with you in writing. If none are stated, the trip rules above apply.
Booking & processing fee
The booking & processing fee covers the cost of arranging and processing your payment. It is [not refunded when you cancel], and it is refunded when we, the local partner or the airline cancel.
How refunds are paid
- Card payments are refunded to the same card, in the same currency you paid.
- We arrange refunds within [7] working days of agreeing them. Your bank usually shows the refund within 5 to 15 working days after that.
- Bank transfers are refunded to the account you paid from. Bank charges for the transfer may apply.
- We can't control exchange rate differences or fees charged by your own bank.
How to cancel or ask for a refund
Email hello@tripkathmandu.com with your booking, flight or invoice reference (for example TK-1004, TKF-1009 or INV-1001). We confirm cancellations and refunds in writing. A cancellation takes effect on the day we receive it.
Questions or disputes
Please contact us before contacting your bank about a charge. We aim to answer within [2] working days and to resolve problems quickly.
