Cancellation & Refund Policy
Version 3.0 | Effective date: 9 November 2026
1. PURPOSE AND STATUS OF THIS POLICY
1.1 This Cancellation and Refund Policy (the "Policy") summarises the conditions on which Bookings made with Explorify LLC ("Explorify") may be cancelled or amended and on which refunds are paid. It is to be read together with the Terms and Conditions published at www.byexplorify.com/terms (the "Terms"), in particular clauses 6 to 10 and Schedules A to G.
1.2 Capitalised terms used in this Policy have the meanings given to them in the Terms. In the event of any inconsistency between this Policy and the Terms, the Terms shall prevail.
2. CANCELLATION OF A PRIVATE JOURNEY BY THE CUSTOMER
2.1 Notice of cancellation must be given in writing to [email protected] or through the form at www.byexplorify.com/refund and takes effect on the date of its receipt by Explorify.
2.2 The following cancellation charges apply, expressed as a percentage of the total price:
90 days or more before departure: Cancellation charge: Deposit (25%). Amount refunded: All sums paid in excess of the deposit.
60 to 89 days before departure: Cancellation charge: 50% of the total price. Amount refunded: All sums paid in excess of the charge.
30 to 59 days before departure: Cancellation charge: 75% of the total price. Amount refunded: All sums paid in excess of the charge.
Less than 30 days before departure: Cancellation charge: 100% of the total price. Amount refunded: Nil, save for any amount recovered from Suppliers.
2.3 Non-refundable components. Components identified in the proposal as non-refundable, including certain flights, gorilla and national park permits, expedition voyages, peak-season lodges and exclusive-use properties, are charged at their full cost where that cost exceeds the charge stated above.
2.4 Justification of charges. A Consumer resident in the European Union or the United Kingdom may request a justification of the cancellation charge and shall be refunded any amount by which the charge exceeds the costs actually incurred by Explorify.
2.5 Unavoidable and extraordinary circumstances. A Private Journey may be cancelled before departure without charge, and with a full refund, where war, armed conflict, terrorism, natural disaster, serious risk to human health or comparable circumstances at or near the destination, or affecting the journey to it, significantly affect its performance.
3. CANCELLATION OF A SINGLE TRAVEL PRODUCT BY THE CUSTOMER
Cancellation of a Single Travel Product is governed by the Supplier Terms displayed before payment and by the relevant Schedule to the Terms, as summarised below:
Flight: The airline's Fare Rules apply (Schedule A). Refundable fares are refunded less the airline's cancellation fee. For non-refundable fares, only government taxes and charges refunded by the airline are returned.
Accommodation: The rate conditions apply (Schedule B), including the free cancellation deadline expressed in the Property's local time. Non-refundable rates are not refunded.
Car rental: Cancellation without charge up to 48 hours before collection, unless otherwise stated (Schedule C). No refund in the event of non-collection.
Transfer: Cancellation or amendment without charge up to 24 hours before pick-up (Schedule D). No refund thereafter or in the event of a no-show.
Cruise: The cruise line's cancellation scale applies (Schedule E), commonly rising to 100% of the fare in the final weeks before embarkation.
Tour or activity: The Activity Provider's conditions apply (Schedule F). Date-specific tickets and permits are generally non-refundable.
The Service Fee is non-refundable, save where an airline refunds it in respect of a flight governed by Regulation (EC) No 261/2004 or the equivalent United Kingdom legislation, in which case Explorify will pass that amount on in full.
4. CANCELLATION OR ALTERATION BY EXPLORIFY OR A SUPPLIER
4.1 Private Journeys. Where Explorify significantly alters a main characteristic of a Private Journey, the Customer may accept the change, accept a substitute of equivalent or higher quality, or terminate and receive a full refund. Where Explorify cancels a Private Journey other than for the Customer's default, the Customer shall receive a full refund or, at the Customer's election, a comparable substitute.
4.2 Flights. Where an airline cancels or significantly changes a flight and the Customer does not accept the alternative offered, the Customer is entitled to a refund of the ticket price and of unused ancillary fees, as set out in Schedule A, paragraph A.5. Rights to care, assistance and compensation lie against the operating airline.
4.3 Other Single Travel Products. Where a Supplier cancels or is unable to provide the Travel Product, the Customer shall receive a full refund for that Travel Product. Cruise lines may alter itineraries for reasons of safety, weather or operational necessity without refund, save for unused port charges or where the law provides otherwise.
4.4 Vouchers. Refunds are paid in money. A voucher or credit is issued only at the Customer's express request or with the Customer's prior written consent.
5. AMENDMENTS
Amendments are subject to availability, to an amendment fee and to any Supplier charges, each of which will be notified before confirmation. A change of travel dates within 30 days of departure may be treated as a cancellation and a new Booking. Amendments to flight tickets are governed by the Fare Rules, and most airlines do not permit name changes.
6. PAYMENT OF REFUNDS
6.1 Refunds are made to the original method of payment, in USD and without deduction of Explorify's own banking charges. Charges levied by the Customer's bank, intermediary banks or card issuer, and currency conversion differences, are for the Customer's account. Refunds are not made in cash.
6.2 Refunds are paid within the following periods:
Private Journey: Within 14 days after termination of the Booking.
Flight cancelled or significantly changed by the airline: Within seven business days (card payments) or twenty calendar days (other payments) after the airline confirms that the refund is due.
Other flight refunds under the Fare Rules: Within seven business days after receipt of the funds from the airline.
Accommodation, car rental, transfer, cruise or activity: Within seven business days after receipt of the funds from the Supplier, or immediately where Explorify still holds the funds.
6.3 Where a refund depends upon funds to be returned by a Supplier, Explorify will notify the Customer of the processing period communicated by the Supplier. Explorify is not responsible for differences arising from currency conversion or charges applied by the Customer's bank or card issuer.
7. PROCEDURE
7.1 Requests for cancellation or refund shall be submitted through the form at www.byexplorify.com/refund or by email to [email protected], stating the Booking reference. Explorify shall acknowledge each request within one working day and assign a reference number.
7.2 Explorify strongly recommends travel insurance which covers cancellation from the date of Booking.
7.3 Any disagreement concerning a cancellation or refund may be submitted to [email protected] or through the complaints form at www.byexplorify.com/legal. Explorify shall provide a reasoned response within 30 days. Clause 18 of the Terms governs any dispute.