If the departure is cancelled
Cancellation by the organiser, minimum number of participants not reached, weather: what happens and what you get back, depending on the type of outing.
Your outing
The organiser may cancel an outing, in particular in bad weather. They may also change the meeting time or place. You are then notified by email.
For a Sunday hike, a cancellation gives rise to no compensation.
The organiser may cancel an outing, in particular in bad weather. They may also change the meeting time or place. You are then notified by email.
If a weekend is cancelled, your €15 platform fee is refunded to you.
Your share of the cottage is returned to you after the organiser has recovered from the cottage what can be recovered: only the deposits that the cottage does not return, supported by an invoice, are deducted and shared among those registered.
The guide cancels
If the guide cancels the departure, you are refunded 100%, without having to do anything. For package travel, you may also claim compensation from the guide as provided by law, unless the cancellation is due to the minimum number not being reached by the guarantee date or to unavoidable and extraordinary circumstances.
Minimum number of participants not reached
Each departure states a minimum number of participants and a guarantee date: 7 days before departure for a trip of 3 days or less, 30 days before departure for a longer trip.
If the minimum is not reached by that date, the departure is cancelled and you are refunded 100%. If it is reached, the departure is guaranteed, even if participants withdraw afterwards.
Weather and extraordinary circumstances
An official red-level weather warning, the closure of sites by the authorities, a natural disaster or a serious health risk at the destination are examples of unavoidable and extraordinary circumstances. When such circumstances 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.
You can expressly ask for a credit voucher instead of the refund. It is valid for 18 months on TrekFriendly; if it is not used by its expiry date, it is refunded to you. A credit voucher is never imposed on you.
Significant change
If the guide has to change an important element before departure (dates, duration, accommodation, level, postponing the departure), they inform you with a time limit for your reply. You choose whether to accept the change or to terminate your booking. If you terminate, or if you do not reply within the time limit, you are refunded 100%.
Refund
You do not have to do anything: the refund goes out as soon as the cancellation is made, and the time for it to appear in your account depends on your bank.
If you had already cancelled yourself, the retained amount is also returned to you when the departure is then cancelled by the guide, for lack of participants or because of unavoidable and extraordinary circumstances.
If the agency cancels a departure, your pending or confirmed requests for that departure are cancelled and you are notified by email.
If you had already paid, the refund is a matter for the agency, under its terms and the law. If the agency becomes insolvent, your payments are protected by its own insolvency guarantee, whose guarantor is named on the listing. TrekFriendly holds no sum to refund to you.