Delivery & Refund Policy

Delivery, Cancellation & Refund Policy

Holijet is a marketplace that connects customers with suppliers (guides, tour operators, activity providers). Holijet itself is not a tour operator or service provider.
This policy outlines the conditions related to reservations, cancellations, refunds, and responsibilities for bookings made through the Holijet platform.
A reservation constitutes a “Service Agreement” between the customer and the supplier. Holijet acts solely as an intermediary platform.

Upon making a reservation, the customer pays for the selected tour or service offered by the supplier.
Payments are processed through Holijet’s payment infrastructure or third-party payment providers.
Once payment is completed, the reservation is confirmed, and the supplier is notified that the service fee has been secured.

All cancellation or modification requests (date changes, number of participants, etc.) must be made exclusively through the Holijet platform.
Requests are subject to the supplier’s own “Service Terms” and any tour-specific conditions listed on the activity page.
The customer is responsible for submitting cancellation requests within the acceptable time frame defined by the supplier.

Unless otherwise stated in the supplier's terms, cancellations made within the supplier’s free cancellation period qualify for a full refund.
Cancellations made outside this period may result in partial or no refund, depending on the supplier’s stated rules.
If the customer fails to attend the activity (“no-show”), and the supplier’s terms specify this condition, the booking may be considered non-refundable.
If a supplier cancels a reservation for any reason (including operational issues or force majeure), the customer will receive a full refund.
Refunds are issued via the original payment method, unless an alternative method (e.g., voucher, platform credit) is clearly offered and accepted by the customer.

When a cancellation or modification request is processed, the customer will receive a confirmation notification from Holijet. This confirmation should be retained as proof.
Minor operational changes by the supplier (e.g., small route adjustments, updated meeting point) will be communicated via email or platform notification.
If such changes still provide a reasonable alternative, the reservation remains valid. If not, the customer may request cancellation and a refund.

Holijet is not responsible for the quality, safety, or content of the services provided by suppliers, who operate independently.
In cases of service failure, non-delivery, or dissatisfaction caused by a supplier, Holijet’s role is limited to managing communication and the refund process where applicable.
If the supplier fails to provide the service or cancels in advance, Holijet will initiate the refund process promptly.

Customers may contact Holijet customer support for any cancellation, modification, or refund requests.
In the event of supplier-related issues (e.g., last-minute cancellation, access problems, operational changes), Holijet will coordinate between both parties.
Each reservation displays its own cancellation and refund terms, which the customer agrees to upon booking.

Suppliers may cancel a reservation due to events beyond their control, such as severe weather conditions, government regulations, strikes, natural disasters, or other force majeure events. In such cases, a full refund will be provided.
Similarly, if the customer cannot attend due to force majeure and the supplier/Holijet approves the case, a refund may be processed.
Both parties are expected to act in good faith and provide necessary documentation when required.

Any reservation-related disputes will first be addressed through communication and negotiation with Holijet’s support team.
Holijet keeps records of communication, cancellation requests, and booking details to ensure transparency in case of a disagreement.
All personal data and communication records may be used as evidence when resolving disputes in accordance with applicable laws.