Effective Date: January 1, 2025

At Aegean Travel Essence, we understand that travel plans can change. This policy outlines our refund and cancellation procedures to ensure transparency and fairness for all our customers.

1. CANCELLATION TIMEFRAMES

48+ Hours Before Tour:
• Full refund (100% of paid amount)
• No administrative fees
• Refund processed within 5-7 business days
• Available through viva wallet, viva com, or viva payments

24-48 Hours Before Tour:
• 50% refund of paid amount
• Covers operational costs already incurred
• Refund processed within 5-7 business days

Less Than 24 Hours Before Tour:
• No refund available
• Full payment is forfeited
• Exception: Emergency situations (see below)

2. WEATHER-RELATED CANCELLATIONS

Cancellations by Aegean Travel Essence:
• 100% full refund OR free rescheduling
• Immediate notification via phone/email
• Alternative tour options offered when possible
• No penalties or fees applied

Customer-Initiated Weather Cancellations:
• Must be due to severe weather warnings
• Official weather advisory required
• Full refund or rescheduling available

3. EMERGENCY SITUATIONS

Full refunds available regardless of timing for:
• Medical emergencies (doctor's note required)
• Family emergencies (documentation required)
• Flight cancellations beyond customer control
• Natural disasters or government restrictions
• COVID-19 related health restrictions

4. REFUND PROCESSING

Processing Time:
• Viva Wallet: 3-5 business days
• Viva.com: 5-7 business days
• Viva Payments: 5-7 business days
• Bank transfers may take additional 2-3 days

Refund Method:
• Refunds processed to original payment method
• Same currency as original transaction
• Bank fees (if any) deducted from refund amount

5. RESCHEDULING OPTIONS

Free Rescheduling Available:
• Up to 48 hours before original tour
• Weather-related changes
• Emergency situations
• Subject to availability

Rescheduling Fees:
• 24-48 hours before: €25 administrative fee
• Less than 24 hours: €50 administrative fee
• Multiple rescheduling: €15 fee per change

6. GROUP BOOKINGS

Groups of 5+ People:
• Special cancellation terms may apply
• Partial cancellations allowed
• Contact us for specific group policies
• Custom agreements available

7. PARTIAL SERVICES

If Tour is Shortened:
• Pro-rated refund for unused portions
• Minimum 50% of tour must be completed
• Weather-related: Full refund or rescheduling

8. NO-SHOW POLICY

• No refund for no-shows
• No rescheduling available
• Full payment forfeited
• Exception: Emergency situations with documentation

9. CONTACT FOR CANCELLATIONS

Phone: +30 231 050 2552
Email: [email protected]

Required Information:
• Booking reference number
• Full name of primary booker
• Tour date and type
• Reason for cancellation
• Preferred refund method

10. DISPUTE RESOLUTION

• All refund requests reviewed within 24 hours
• Appeals process available for denied refunds
• External mediation available if needed
• Greek consumer protection laws apply

11. SPECIAL CIRCUMSTANCES

We understand that exceptional circumstances may arise. Please contact us to discuss your specific situation. We strive to find fair solutions that work for both parties.

Last Updated: January 1, 2025

For questions about this policy, contact us at +30 231 050 2552 or [email protected]