Cancellation Policy

Last Updated: June 04, 2026

1. How to Cancel Your Booking

To cancel a booking, you must:

• Submit a written cancellation request via email to [email protected]
• Include your booking reference number (found in your confirmation email)
• Provide the name and date of your booking
• State the reason for cancellation (optional but helpful)

Cancellations are effective from the date and time we receive your cancellation request, not from the date you send it. We recommend requesting cancellation as early as possible to maximize your refund eligibility.

2. Cancellation Terms by Service Type

Car Rental

Always refer to your booking confirmation for the exact cancellation terms applicable to your reservation.

Tours & Activities

Always refer to your booking confirmation for the exact cancellation terms applicable to your reservation.

Airport & Hotel Transfers

Always refer to your booking confirmation for the exact cancellation terms applicable to your reservation.

Bike & Scooter Rental

Always refer to your booking confirmation for the exact cancellation terms applicable to your reservation.

3. Non-Refundable and Special Rate Bookings

3.1 Non-Refundable Bookings

Bookings marked as "Non-Refundable" or "Special Rate":

• Cannot be canceled for a refund under any circumstances
• Cannot be modified, changed, or transferred
• Are offered at a discounted price in exchange for no flexibility
• Are clearly identified as non-refundable at the time of booking

Please choose carefully when selecting non-refundable rates. We recommend purchasing travel insurance to protect against unexpected cancellations.

3.2 Promotional and Package Bookings

Special promotions, package deals, and group bookings may have different cancellation terms:

• Check the specific terms and conditions of the promotion
• Group bookings (typically 10+ people) have customized cancellation policies
• Some promotional rates may be non-refundable or partially refundable

4. Modifications vs. Cancellations

4.1 Changing Your Booking

If you need to change your booking instead of canceling:

• Date Changes: Subject to availability and may incur a change fee
• Service Upgrades: Pay the difference in price (if applicable)
• Service Downgrades: May receive a partial credit or refund
• Name Changes: Usually allowed free of charge (ID verification required)

Modification requests must be submitted at least 48 hours before your scheduled service (longer for some services).

4.2 Transfer to Another Person

Some bookings can be transferred to another person:

• The new guest must meet all eligibility requirements (age, license, etc.)
• Transfer requests must be made at least 48 hours in advance
• Transferability depends on the service type (event tickets are often transferable)
• A small administrative fee may apply

5. Cancellations by HELIOS ACTIVITY HOLIDAYS MON IKE

5.1 Supplier-Initiated Cancellations

We reserve the right to cancel your booking in the following situations:

• Force Majeure: Natural disasters, pandemics, government restrictions, civil unrest
• Safety Concerns: Severe weather, unsafe conditions
• Operational Issues: Vehicle breakdown, equipment malfunction
• Insufficient Bookings: Tours/activities that require minimum participants
• Non-Compliance: Failure to provide required documentation or meet eligibility criteria

5.2 Your Rights When We Cancel

If HELIOS ACTIVITY HOLIDAYS MON IKE cancels your booking, you are entitled to:

• Full refund of all amounts paid, OR
• Reschedule to another available date at no extra cost, OR
• Alternative service of equal or greater value (if available)

However, we are not liable for:

• Additional expenses you incurred (alternative transportation, accommodation, etc.)
• Consequential losses (missed connections, lost wages, etc.)
• Refunds beyond the amount you paid for the canceled service

6. No-Show Policy

A "no-show" occurs when you:

• Fail to arrive for your scheduled service
• Arrive more than 15 minutes late (for time-sensitive services like transfers or tours)
• Do not provide required documentation (driver's license, ID, etc.)
• Are under the influence of alcohol or drugs

No-show bookings are not eligible for refunds. The full booking amount will be forfeited.

If you know you will be late or cannot make your booking, please contact us immediately at [email protected] or +306948057212. We may be able to accommodate late arrivals on a case-by-case basis.

7. Weather and Force Majeure

7.1 Weather-Related Cancellations

Cancellations by Us (Severe Weather):

• If we cancel due to severe weather or safety concerns, you'll receive a full refund or free rescheduling
• We determine weather safety based on official warnings and our professional judgment

Cancellations by You (Weather Preference):

• If you cancel due to weather conditions that we deem safe, normal cancellation fees apply
• Personal weather preferences (e.g., "too cold," "too windy") are not grounds for free cancellation

7.2 Force Majeure Events

In cases of force majeure (events beyond our control), including:

• Natural disasters (earthquakes, floods, hurricanes)
• Pandemics or public health emergencies
• Government travel restrictions or lockdowns
• War, terrorism, or civil unrest
• Strikes or labor disputes affecting transportation

We will work with you to find a suitable solution, which may include:

• Full or partial refunds
• Credit vouchers for future use
• Rescheduling to a later date

Each situation will be assessed individually based on the circumstances.

8. Medical Emergencies and Extenuating Circumstances

If you need to cancel due to a medical emergency or other extenuating circumstances:

• Contact us as soon as possible at [email protected]
• Provide supporting documentation (medical certificate, death certificate, official documents)
• We will review your case on an individual basis
• We may offer a full refund, partial refund, or credit voucher at our discretion

We strongly recommend purchasing travel insurance that covers trip cancellations due to illness, injury, or family emergencies.

9. Group Booking Cancellations

For group bookings (typically 10+ people):

• Partial Cancellations: Reducing the number of participants may be allowed with advance notice
• Full Cancellations: Subject to the group contract terms (often more restrictive)
• Deposit Forfeitures: Group deposits may be non-refundable
• Custom Terms: Group bookings have customized cancellation policies detailed in the group contract

Please refer to your group booking agreement for specific terms.

10. Refund Processing After Cancellation

Once your cancellation is approved and a refund is due:

• Processing Time: Refunds are typically processed within 7-14 business days
• Payment Method: Refunds are issued to the original payment method
• Bank Processing: Allow an additional 5-10 business days for your bank to process the refund

For more details, please see our Refund Policy.

11. Exceptions and Special Cases

Certain circumstances may warrant exceptions to our standard cancellation policy:

• Long-term or recurring bookings may have customized terms
• Corporate or business accounts may have negotiated cancellation policies
• Loyalty program members may receive enhanced flexibility
• Special accommodations for customers with disabilities

If you believe your situation warrants special consideration, please contact us to discuss your options.

12. Policy Changes

We reserve the right to modify this Cancellation Policy at any time. Changes will be effective immediately upon posting. However, the cancellation terms that apply to your booking are those in effect at the time you made the booking, not at the time of cancellation.

13. Contact Us for Cancellations

To cancel your booking or for questions about cancellation terms, please contact us: