Cancellation & Return Policy

1. Booking and Payment

• Full Payment Requirement: All tours and expeditions require full payment upfront to confirm your booking.

• Booking Confirmation: Once payment is processed, the booking will be confirmed, and you will receive a confirmation email with details of your trip.

• Payment Methods: Payments will be processed through secure online payment gateways and must be made in the specified currency.
   

2. Cancellation by the Customer

• Cancellations 2 months or more before the trip:

  • You are eligible for a 100% refund of the total cost of the tour, subject to the terms and conditions of the tour provider.

  • If the tour provider’s cancellation policy is more restrictive, we will follow their policy, and any refund will be issued according to their terms.

• Cancellations between 25 days and 2 months before the trip:

  • You are eligible for a 75% refund of the total cost of the tour, subject to the terms of the tour provider.

  • Refunds will be processed once the provider confirms their cancellation policy aligns with this refund percentage.

• Cancellations less than 25 days before the trip:

  • No refund will be provided for cancellations made less than 25 days prior to the scheduled departure date.

• Cancellation due to Health or Personal Emergency:

  • In the event of a medical emergency or unforeseen circumstance, a refund may be considered at the discretion of NAU Travel and the tour provider.

  • Medical documentation or evidence may be required to process any special cancellation requests.

  • If the provider allows flexibility in their terms, we will offer a partial refund according to their policy.

• No-Show Policy:

  • If you do not show up for the tour on the scheduled date and time, no refund will be issued, and the total payment will be forfeited.
     

3. Cancellation by the Company or Tour Provider

• Cancellation by NAU Travel:

  • In rare cases where we must cancel a tour due to insufficient bookings or unforeseen circumstances, you will be notified at least 5 before the departure date.

  • In such cases, you will receive a full refund or the option to reschedule the tour to a future date, subject to availability.

• Cancellation by Tour Provider:

  • If the provider cancels the tour due to weather conditions, safety concerns, or other reasons, we will offer you alternative dates for the tour or a full refund, depending on the provider's policy.

4. Changes to Booking by the Customer

• Date or Participant Changes:

  • You may request changes to your booking, such as changing the tour date or adding/removing participants. Any changes are subject to availability and may incur an additional charge.

  • A change request made within 10 of the tour will be treated as a cancellation and will be subject to the applicable cancellation terms.

• Itinerary Changes:

  • While we strive to maintain the original itinerary, we reserve the right to make changes based on weather conditions, safety concerns, or other unforeseen circumstances. If significant changes occur, we will inform you in advance and offer alternatives where possible.
     

5. Special Circumstances

• Weather Conditions:

  • Weather conditions, especially at sea, may lead to the cancellation or alteration of the tour. If your trip is canceled due to inclement weather or dangerous conditions, we will either offer an alternative date or provide a refund based on the provider’s policy.

• Force Majeure (Unforeseen Events):

  • In the event of a force majeure event such as a natural disaster, strike, war, or other extraordinary circumstances, we reserve the right to cancel or reschedule the tour. In these cases, a refund or alternative arrangements will be provided based on the provider’s policy.

• Travel Insurance:

  • We strongly recommend that all customers purchase comprehensive travel insurance to cover cancellation due to medical reasons, personal emergencies, or unforeseen events. NAU Travel and our providers are not responsible for any loss or cancellation resulting from these types of circumstances without proper insurance coverage.
     

6. Refund Process

• Refund Timing:

  • Refunds for cancellations made under the eligible conditions will be processed within 30 days of cancellation approval.

  • Refunds will be issued to the original payment method. Depending on your payment provider, it may take up to 14 business days for the refund to appear in your account.

• Processing Fees:

  • Please note that in some cases, a processing fee or service charge may apply for cancellations, based on the provider's cancellation policy. This will be deducted from your refund if applicable.

• Partial Refunds:

  • If you cancel a booking or a part of your booking (e.g., a participant) and are eligible for a partial refund, the refund will be calculated based on the price of the affected part of the booking.
     

7. Dispute Resolution

• Dispute or Complaint Resolution:

  • If you believe your cancellation or refund request was not handled according to the policy, or if you wish to dispute any charges, please contact us immediately at info@thetimeisnau.com.

  • All disputes will be addressed in good faith, and every attempt will be made to resolve any issues amicably and promptly.

• Jurisdiction and Governing Law:

  • Any disputes arising from cancellations, refunds, or the terms of this policy will be governed by the laws of Bulgaria. Any legal proceedings will take place in Bulgaria, unless otherwise agreed upon.
     

Additional Points

1. Booking Confirmation and Acknowledgment:

   • By confirming and paying for your booking, you acknowledge that you have read, understood, and accepted the terms outlined in this cancellation policy.

2. Payment and Refund Terms for Group Bookings:

   • For group bookings, cancellations by one participant or changes to the group’s itinerary may affect the overall tour. The group organizer will be responsible for communicating any cancellations or changes.

3. Non-Refundable Fees:

   • Certain non-refundable fees (such as entry fees, permits, or insurance) may apply in specific cases. These will not be refunded even if the booking is canceled.

4. Substitution of Participants:

   • In certain circumstances, a substitute participant may be accepted, provided the request is made at least 15 before the scheduled tour. This is subject to availability and approval by the tour provider.

5. Disruption Due to Participant Behavior:

   • We reserve the right to cancel a tour or remove a participant from an expedition if their behavior threatens the safety or enjoyment of other participants, and no refund will be issued in such cases.