CANCELLATION AND REFUND POLICY OrangeFox

1. General Provisions

1.1. This Policy governs the procedure for booking cancellations, changes to the date or parameters of a tour, and refunds for travel, excursion, and other entertainment services purchased through the OrangeFox platform.

1.2. OrangeFox acts as a platform through which the User can explore offers from Service Providers across different cities, complete bookings, and process payments.

1.3. Cancellation and refund conditions may vary for different tours. If specific cancellation terms apply to a particular tour, they will be displayed on the corresponding tour page prior to payment and specified in the booking confirmation.

1.4. By paying for a booking, the User confirms that they have read and agreed to the cancellation and refund terms applicable to the selected tour.

2. Standard Cancellation Terms

Unless specific terms are indicated on the page of a particular tour, the following standard policy applies:

2.1. Cancellation more than 24 hours prior to tour start

If a booking is cancelled more than 24 hours before the scheduled tour start time, the User receives a 100% refund of the booking cost.

2.2. Cancellation less than 24 hours prior to tour start

If a booking is cancelled less than 24 hours before the scheduled tour start time, the refund amount is 50% of the booking cost (retaining operational/service costs), or alternatively, the client may receive a voucher for an equivalent tour at this or any other branch of the company, valid for 1 year from the date of booking.

2.3. No-Show

If the User fails to arrive at the designated time and meeting location for the tour without cancelling the booking in accordance with the established procedure, the booking is deemed fulfilled and no refund will be issued.

A User’s delay may also be considered a no-show if, due to the delay, the User cannot join the tour without disrupting the schedule or causing inconvenience to other participants.

3. Special Terms for Specific Tours

3.1. Certain branches may establish cancellation policies that differ from OrangeFox standard terms.

3.2. Such conditions may include:

• Free cancellation 48, 72 hours, or another period prior to the tour;

• Partial refunds;

• Non-refundable bookings upon confirmation;

• Non-refundable rates;

• Free date rescheduling;

• Special terms for group or private tours.

3.3. If special conditions apply to a selected tour, they take precedence over the standard company policy.

3.4. The User must review the cancellation terms prior to payment. Following payment, these conditions will also appear in the booking confirmation and/or voucher.

4. How to Cancel a Booking

4.1. Booking cancellations can be requested via company email or directly at the tour departure location. To process a cancellation and refund request, it must be submitted from the exact email address used during the original booking.

4.2. When contacting customer support, please provide:

• Booking reference number;

• Full name specified in the booking;

• Date and time of the tour;

• Reason for the request.

4.3. Refund eligibility is determined based on the exact timestamp when the company receives the cancellation request, not when customer support processes it.

4.4. Once successfully cancelled, a cancellation confirmation will be sent to the User.

5. Rescheduling Date or Time

5.1. The User may request to change the date or time of the tour if such an option is permitted by the specific tour terms and subject to availability.

5.2. Rescheduling is not an automatic right of the User and is executed solely at the Provider’s availability and discretion.

5.3. If rescheduling occurs within the same tariff and availability permits, no additional fee may be charged.

5.4. If the new date or time has a higher rate, the User may be required to pay the price difference.

5.5. If the new date or time has a lower rate, the difference refund policy is determined by the specific tour terms.

5.6. Rescheduling requests submitted less than 24 hours before the tour start time may be declined if there is no availability for the requested date/time or if a specific language guide is unavailable.

6. Tour Cancellation by the Provider

6.1. The Provider reserves the right to cancel a tour in the event of circumstances preventing its safe or proper execution.

Such circumstances may include:

• Adverse weather conditions;

• Natural disasters;

• Strikes;

• Government or authority decisions;

• Emergencies;

• Technical malfunctions;

• Insufficient participant numbers (if a minimum group size was explicitly required in the tour terms);

• Other circumstances beyond the Provider’s reasonable control.

6.2. In the event of a cancellation by the Provider, the User may be offered:

a) Rescheduling the booking to another available date;

or

b) A full refund of the cancelled tour cost.

6.3. If the User declines the alternative date offered, the cost of the cancelled service will be refunded in accordance with the specific tour terms and applicable law.

7. Significant Changes to the Tour

7.1. If the Provider substantially changes the service terms prior to the tour, altering the nature of the originally purchased experience, the User may be offered:

• Acceptance of the proposed modifications;

• Rescheduling to another date;

• Cancellation of the booking with a full refund.

7.2. Minor adjustments to the itinerary, route, timing, or meeting point due to objective operational reasons do not constitute grounds for a full refund.

7.3. Information regarding significant changes will be sent to the User using the contact details provided during booking.

8. Punctuality and No-Show Rules

8.1. The User is required to arrive at the designated meeting point in advance, taking into account the arrival time indicated in the booking confirmation.

8.2. The Provider is under no obligation to wait for late-arriving participants if doing so disrupts the tour schedule or impacts the experience of other guests.

8.3. If a User arrives too late to join the tour safely and practically, this will be classified as a no-show.

8.4. In the event of a no-show, no refunds are issued unless specified otherwise by the tour conditions.

8.5. The User is responsible for ensuring the accuracy of contact details provided and must review meeting details and timing beforehand.

9. Inability to Participate Due to User’s Fault

9.1. Refunds may be refused if the User is unable to participate due to:

• Absence of required identification/documents;

• Non-compliance with age, fitness, or other requirements specified in the tour description;

• Violation of safety rules and protocols;

• Being under the influence of alcohol or drugs;

• Behavior that poses a risk or nuisance to themselves, other participants, or the Provider;

• Failure to follow the Provider’s instructions;

• Lack of mandatory gear/clothing indicated as required;

• Other conditions communicated to the User prior to booking.

9.2. In such cases, the booking is deemed fulfilled and non-refundable.

10. Refund Processing

10.1. When eligible, refunds are issued using the original payment method unless agreed otherwise with the User.

10.2. The Provider initiates the refund upon confirming eligibility.

10.3. Actual processing times depend on the issuing bank, payment provider, and transaction method, typically taking several business days.

10.4. The Provider is not responsible for settlement delays once the refund instruction has been transmitted to the payment processor.

10.5. If promotional codes, gift certificates, or special payment methods were used, refunds follow the terms governing those specific payment methods.

11. Fees and Service Charges

11.1. If an explicit service fee was charged during booking by the Provider, its refundability terms must be disclosed before payment.

11.2. In the event of a full refund, amounts eligible under the tariff terms and applicable law are returned.

11.3. Non-refundable fees may only be retained if their non-refundable nature was clearly disclosed prior to payment and permitted under applicable consumer law.

12. Partial Cancellations

12.1. If only part of a booked group cancels, partial refund eligibility depends on the specific tour conditions and remaining group size.

12.2. If the Provider cannot adjust the participant count without altering the base pricing structure, specific tariff conditions apply.

12.3. Group bookings may be subject to distinct cancellation rules stated on the tour page.

13. Exceptional Circumstances

13.1. The Provider reserves the right to review refund requests on an individual basis under exceptional circumstances, even after standard cancellation deadlines have passed.

13.2. Decisions are made at the Provider’s discretion, considering the situation, capacity to resell or reassign the slot, and operational feasibility.

13.3. Reviewing an individual request does not guarantee a refund.

14. Governing Law and Consumer Rights

14.1. This Policy applies subject to mandatory statutory provisions of the jurisdiction applicable to the booking and the User.

14.2. If mandatory laws grant consumer rights exceeding or differing from this Policy, statutory regulations prevail.

14.3. For leisure and date-specific event services, consumer withdrawal rights may be subject to statutory exemptions under applicable legislation.

15. Priority of Terms

In the event of discrepancies between documents, the following order of precedence applies:

1. Mandatory provisions of applicable law;

2. Special conditions of the specific tour displayed before payment;

3. Terms stated in the booking confirmation/voucher;

4. This Cancellation and Refund Policy;

5. General Terms of Service of the OrangeFox platform.

16. Summary for Booking Checkout Page

Before completing payment for any tour, the following notice must be clearly displayed to the User:

Cancellation Policy:

“Free cancellation and a full refund are available up to 24 hours before the tour start time. Cancellations made less than 24 hours prior to the tour start time are eligible for a 50% refund or a 1-year voucher for an equivalent tour at any branch. In case of a no-show without prior cancellation, no refund is provided.”

If special terms apply to a specific tour, the special conditions must replace this standard summary.

17. Contact Details

For cancellation, rescheduling, or refund inquiries, the User may contact OrangeFox customer support via the contact details provided on the platform and in the booking confirmation.

When contacting support, please state your booking reference number and the full name under which the reservation was made to expedite processing.