CAN I KEEP THE SAME ACCOMMODATION IF I MOVE MY BOOKING TO 2022?
Where possible we will try to ensure that all bookings remain exactly the same.
CAN I CHANGE MY ACCOMMODATION IF I MOVE MY BOOKING TO 2022?
If you wish to change your accommodation or need to add or remove people from your booking and therefore move to a bigger / smaller room, you will be able to pick a different accommodation (subject to availability) when tickets for 2022 go on sale later in the year.
If you wish to change your accommodation, please contact us before the end of November.
WILL MY EXTRAS REMAIN VALID FOR THE NEW DATE?
All extras will remain on your booking. This applies to all extras such as lift passes, rentals, and transfers. If you wish to make any changes to your extras please contact us via email.
WHEN WILL MY FINAL BALANCE FOR 2022 BE DUE?
If you decide to move your booking to 2022, the payment deadline will be 30th April 2022. This means that you will be able to keep your booking until that date without having to make any further payments. Should you change your mind, you will be able to cancel your booking at any time before that date and you would only lose the deposit.
WILL YOU REFUND MY PACKAGE IN FULL?
Yes, we will refund you the entirety of your booking minus the booking fee of $20 per person.
The booking fee covers part of the cost of the staff and the infrastructure required to provide our booking service, as well as the payment card-processing fees that we incur on each transaction, both on the original payment as well as the refund.
Any other items on your booking, such as extras, accommodation, and wristband will be refunded.
WHERE WILL REFUNDS BE SENT TO?
Most refunds will be sent to the card that you used to pay for your booking. Eg. If your group paid over 10 instalments with 5 different cards, the refund will come back to those 5 cards in 10 payments.
However, some transactions were made through Wirecard, a payment system that is no longer in use. In those cases, we will refund you those amounts via bank transfer to a designated person in the group - we recommend that you use the lead passenger for this.
The total amount received across all passengers will add up to the total refund. Please bear in mind that you may need to transfer some amounts between yourselves. We cannot be held accountable for any funds not distributed correctly within your groups. If you have concerns about your funds being transferred to the lead passenger, please contact us on firstname.lastname@example.org before August 8th to discuss a different arrangement - this may delay the process for your group.
If you are unsure of the amounts paid towards your booking, you can check the transaction history on manage booking. Log in with your email and booking ID, head to 'info' and then scroll to the bottom to review the payment records.
WHEN CAN I EXPECT THE MONEY TO ARRIVE?
All the refunds will be processed by September 24th. You will receive a confirmation email once your refund has been processed to let you know it’s coming.
Please note that refunds may not reach your account in one lump sum. We need to refund every single transaction so this will depend on how many payments you made to us. Transactions will be processed in chronological order which means some payments may arrive several days before the others, so please be patient if there seem to be any amounts missing. Once all the payments have been refunded, we will send you an email to confirm this and let you know the money is on the way.
WHAT SHOULD I DO IF I HAVE NOT RECEIVED MY REFUND OR IT IS WRONG?
If by the end of September you have not received your refund or the refund confirmation email, please contact us via email and we will assist in getting your funds back to you as quickly as possible.
If you believe the amount you have received is incorrect, contact us via email and we will send a breakdown of the refunds. Please note the amount may not arrive in one lump sum and that the payments may arrive several days apart. Once all the payments made towards your booking have been refunded, we will send you an email to confirm this and let you know the money is on the way.
WHAT HAPPENS IF I HAVE CHANGED CARDS OR BANKS?
We are only able to process refunds to the card or bank account you paid with. If your card is no longer in use, you may need to contact the bank to arrange for this to be cleared.
WHY IS THE BOOKING FEE NON-REFUNDABLE?
The booking fee of $20 per person covers part of the cost of the staff and the infrastructure required to provide our booking service, as well as the payment card-processing fees that we incur on each transaction, both on the original payment as well as the refund.
I HAVEN'T RECEIVED THE CANCELLATION EMAIL
The emails have been sent out to the addresses that were listed on your booking at the time. Please check your spam folder. Alternatively, you can ask the lead passenger to log in to manage booking to verify which email address has received the email. Note we are asking for only one form submission per group, and that is the lead passenger who needs to do this.
HOW TO CHANGE OR REFUND YOUR FLIGHTS
If you have already booked flights, please contact the airline directly and refer to their websites for further information on their booking policies.