Cancelling a booking

What you can do and what you lose if you can no longer go, depending on the type of outing.

Your outing

Cancelling yourself

You can cancel at any time before departure, from your account. The date of your request is what counts.

When you cancel, an amount is retained from the price, according to the offer’s scale. The rest is refunded to you. The applicable scale is the one displayed before your payment and fixed in your booking dossier.

FlexibleRetained from the price

  • 0% at 31 days or more ;
  • 50% from 8 to 30 days ;
  • 100% at 7 days or less

ModerateRetained from the price

  • 10% at 61 days or more ;
  • 25% from 46 to 60 days ;
  • 70% from 15 to 45 days ;
  • 100% at 14 days or less

StrictRetained from the price

  • 20% at 61 days or more ;
  • 70% from 31 to 60 days ;
  • 100% at 30 days or less

The Flexible scale is offered only for offers without accommodation.

Days are counted as calendar days, in Brussels time, from the date of your request to the start date of the departure. If you changed departure at your request, the reference date is the nearer of the two: that of the original departure or that of the new departure.

Example (Moderate scale): you have paid €400. You cancel 50 days before departure. The retained amount is €100 (25% of €400). You are refunded €300.

You can also remove one participant from your booking: the scale then applies to their share of the price.

When unavoidable and extraordinary circumstances (for example an official red-level weather warning at the destination) prevent the trip or significantly affect it, TrekFriendly establishes this and each traveller is refunded 100%. You can also rely on such circumstances yourself before departure. TrekFriendly examines your request and replies to you in writing, with its reasons.

When the retained amount is returned to you

  • If your place is taken by a person from the waiting list, the retained amount is returned to you, in proportion to the places resold.
  • If the departure is then cancelled by the guide, for lack of participants or because of unavoidable and extraordinary circumstances, your retained amount is also returned to you.

Transferring your place instead of cancelling

Up to and including 7 days before departure, you can transfer your booking free of charge from your account, to a person who has a TrekFriendly account and meets the conditions of the trip (adulthood, level). The transfer takes effect as soon as they accept it, and the guide is notified. If a balance remains to be paid, you and the transferee are jointly and severally liable for it; it is still debited from your original payment method.

Refund

The refund is sent within 14 days of the cancellation, in practice as soon as you cancel. The time for it to appear in your account depends on your bank.

If you do not turn up at departure, it counts as a cancellation on the day of departure. The law excludes the right of withdrawal for these trips: the cancellation scale and the transfer of your place take its place.