Return and Refund Policy

1. Our Commitment to Your Satisfaction

At Bascitedes, we aim to make every travel experience exceptional, but we know plans can shift. This Return and Refund Policy details your options for cancellations or changes to bookings. We strive for fairness and clarity to protect your interests as a customer. Review this policy before booking to understand your rights.

2. Cancellation by You

You can cancel your booking by contacting us, with refunds based on timing and tour-specific terms. Cancellations over 30 days before departure typically receive a full refund minus a 10% administrative fee. Within 30 days, refunds may be partial or unavailable due to supplier policies, which we’ll clarify upfront. We’ll confirm your refund amount promptly upon cancellation.

3. Cancellation by Us

If we cancel a tour due to unforeseen events like supplier issues or safety risks, you’ll get a full refund. We’ll notify you quickly and offer alternatives if possible, prioritizing your safety and satisfaction. Refunds will be processed within 14 business days to your original payment method. This ensures you’re covered for circumstances beyond your control.

4. Non-Refundable Deposits

Some tours require non-refundable deposits to secure bookings, a standard practice in the travel industry to cover supplier costs. This will be clearly noted at purchase, so you’re fully informed before paying. If unsure, our team can explain these terms in detail. We aim to balance our operational needs with your understanding.

5. Changes to Your Booking

You can request changes to dates or itineraries, subject to availability and supplier approval. Changes over 30 days out incur a $50 fee per person plus any supplier costs, while closer changes may carry higher fees or be unfeasible. We’ll work to accommodate you within our partners’ policies. Contact us early to explore your options.

6. Refunds for Unsatisfactory Service

If a tour significantly deviates from what we promised, you may qualify for a partial refund. Report issues within 7 days with details (e.g., photos), and we’ll investigate, responding within 14 business days with a fair solution. Your feedback helps us uphold our quality standards. We’re committed to resolving valid concerns responsibly.

7. Processing Refunds

Approved refunds return to your original payment method within 14 business days of approval. Banking delays may occur, but we’ll keep you updated on progress. Ensure your payment details are current to avoid issues. Reach out if you need help tracking your refund.

8. Contacting Us About Refunds

For cancellations, refunds, or changes, contact our support team with your booking number for quick assistance. We’re here to guide you and resolve concerns efficiently. If you disagree with a refund decision, you may appeal to consumer authorities or courts in Alberta, Canada. Use the details below to get in touch.

Contact Information:

Email: [email protected]

Phone: +1 587 427 6527

Address: 1014 14 Ave SW, Calgary, AB T2R 0P1, Canada