Introduction
At Hop On Hop Off Tickets, we understand that travel plans can change. This Cancellation Policy outlines the terms and conditions regarding cancellations, refunds, and modifications for bookings made through our website hoponhopofftickets.com.
We strive to offer flexible booking options while balancing the operational requirements of our tour operator partners. Please read this policy carefully before making a booking, as it contains important information about your rights and obligations.
General Cancellation Terms
Our cancellation terms vary depending on the type of ticket purchased and the specific tour operator’s policies. The applicable cancellation policy for your booking will be clearly displayed during the booking process and in your booking confirmation email.
Standard Cancellation Policy
Unless otherwise specified, the following standard cancellation terms apply to most hop-on hop-off bus tour bookings:
| Time Before Tour Date | Refund Percentage |
|---|---|
| More than 72 hours | 100% refund |
| 24-72 hours | 50% refund |
| Less than 24 hours | No refund |
| No-show | No refund |
Flexible Tickets
For bookings made with our “Flexible Ticket” option (available at a small additional cost):
| Time Before Tour Date | Refund Percentage |
|---|---|
| More than 24 hours | 100% refund |
| Less than 24 hours | 75% refund |
| Up to 2 hours before | 50% refund |
| Less than 2 hours | No refund |
| No-show | No refund |
Special Offer and Promotional Tickets
Special offers, discounted tickets, and promotional fares may have different cancellation terms, which will be clearly indicated during the booking process. These tickets typically have more restrictive cancellation policies and may be non-refundable or subject to higher cancellation fees.
How to Cancel a Booking
To cancel your booking, you can:
- Log in to your account: Access your booking through the “My Bookings” section and follow the cancellation instructions.
- Email us: Send a cancellation request to cancellations@hoponhopofftickets.com with your booking reference number and the reason for cancellation.
- Contact our customer service: Call our customer service team at +44 20 1234 5678 for assistance with cancelling your booking.
- Live chat: Use the live chat feature on our website to speak with a customer service representative who can process your cancellation.
For all cancellation methods, please have your booking reference number ready to expedite the process.
Refund Processing
When a refund is approved according to our cancellation policy:
- Refunds will be processed using the same payment method used for the original booking.
- The refund amount will be determined based on the applicable cancellation policy and the timing of your cancellation request.
- Processing times for refunds vary depending on your payment method:
- Credit/debit cards: 5-10 business days
- PayPal: 3-5 business days
- Bank transfers: 5-7 business days
Please note that your bank or payment provider may take additional time to reflect the refund in your account.
Booking Modifications
Date Changes
If you need to change the date of your booking rather than cancel it entirely:
- Date changes requested more than 72 hours before the original tour date are typically free of charge.
- Date changes requested between 24-72 hours before the original tour date may incur a small administrative fee.
- Date changes requested less than 24 hours before the original tour date are subject to availability and may incur a higher fee.
To request a date change, please contact our customer service team with your booking reference number and preferred new date.
Other Modifications
For other modifications to your booking, such as:
- Adding or removing passengers
- Upgrading your ticket type
- Adding additional services or attractions
Please contact our customer service team at least 24 hours before your scheduled tour date. Modifications are subject to availability and may result in price adjustments.
Special Circumstances
Weather Conditions
Hop-on hop-off bus tours typically operate in various weather conditions. However:
- If a tour is officially cancelled by the operator due to severe weather conditions, you will be offered either a full refund or the option to reschedule for another date.
- If a tour operates despite inclement weather and you choose not to attend, standard cancellation policies apply.
- Some operators may offer partial refunds or vouchers for future use if severe weather significantly impacts the tour experience but does not result in cancellation.
Force Majeure
In cases of force majeure (extraordinary circumstances beyond our control, such as natural disasters, acts of government, pandemics, civil unrest, or terrorist attacks):
- If the tour cannot operate due to force majeure, you will be offered either a full refund or the option to reschedule for another date.
- If you cannot attend a tour due to force majeure circumstances affecting your travel plans (such as flight cancellations or government travel restrictions), we will work with you on a case-by-case basis to find a suitable solution, which may include rescheduling or providing a credit for future use.
Illness or Emergency
If you or a member of your party cannot attend a tour due to illness or emergency:
- With appropriate documentation (such as a medical certificate), we may offer more flexible cancellation terms than our standard policy.
- Please contact our customer service team as soon as possible to discuss your situation.
Partial Attendance and Early Departure
If you attend only part of a tour or depart early:
- No refunds will be provided for partial attendance or early departure from a tour.
- Multi-day tickets remain valid for their full duration even if you do not use them on consecutive days (within the specified validity period).
Tour Operator Cancellations
If a tour is cancelled by the operator for operational reasons:
- You will be offered either a full refund or the option to reschedule for another date.
- If the cancellation significantly impacts your travel plans, please contact our customer service team to discuss potential compensation for verified additional expenses.
Group Bookings
For group bookings (10 or more people):
- Special cancellation terms may apply, which will be communicated during the booking process.
- Generally, group bookings require earlier notification for cancellations to be eligible for refunds.
- Partial cancellations (reducing the number of participants) may be subject to different terms than cancelling the entire booking.
Booking Insurance
We recommend purchasing travel insurance that covers tour cancellations for circumstances beyond your control. While we offer flexible policies where possible, travel insurance provides additional protection for unexpected situations.
Exceptions and Special Requests
We understand that exceptional circumstances may arise. If you need to cancel or modify your booking for reasons not covered by our standard policy, please contact our customer service team. We will review each case individually and strive to find a fair solution.
Contact Information
For any questions regarding our Cancellation Policy or to request a cancellation or modification:
- Email: cancellations@hoponhopofftickets.com
- Phone: +44 20 1234 5678
- Live Chat: Available on our website 24/7
Please include your booking reference number in all communications.
Changes to This Policy
We reserve the right to modify this Cancellation Policy at any time. Any changes will be effective immediately upon posting on our website. The policy in effect at the time of your booking will apply to that booking.
