Refund Policy

Summary

The cancellation condition displayed on the experience page, at checkout or in your booking confirmation governs your booking. Where no different condition is displayed, our standard policy is:

• Cancel at least 24 hours before the scheduled start time: receive a full refund of the booking price.
• Cancel less than 24 hours before the scheduled start time: the booking is non-refundable.
• Fail to attend or arrive too late to participate: the booking is treated as a no-show and is non-refundable.

If an experience has no stated start time, the standard cancellation deadline is normally 11:59 p.m., two calendar days before the experience date, unless a different deadline is displayed for that booking.

The cancellation deadline is calculated using the local time at the experience destination. The time Expedition-Go Tours Ltd or the relevant booking channel receives your cancellation request determines whether it was submitted before the deadline.

1. About this policy

This Refund and Cancellation Policy applies to bookings made through platforms operated byExpedition-Go Tours Ltd under the following trading names:

• Travio Ghana
• Expedition-Go Tours
• Travio Africa

Travio Ghana, Expedition-Go Tours and Travio Africa are registered trading names of Expedition-Go Tours Ltd and are not separate legal entities.

This policy applies to travioghana.com, expeditiongotours.com, travioafrica.com, their subdomains and any booking tools operated by Expedition-Go Tours Ltd (together, the "Platform").

It should be read together with:

• our General Terms and Conditions
• the specific experience description
• the cancellation terms displayed during checkout
• your booking confirmation or voucher
• any supplier terms clearly disclosed before booking

Nothing in this policy limits any mandatory consumer right available under applicable law.

2. Who provides your experience

An experience may be:

1. organised and delivered directly by Expedition-Go Tours Ltd; or
2. delivered by an independent tour operator, guide, attraction, transport provider or other supplier (a "Supplier").

Where an independent Supplier provides the experience, the cancellation conditions shown on the experience page or booking confirmation may reflect that Supplier's terms. If no different terms are displayed, our standard 24-hour policy applies.

3. How to cancel

To cancel, use the cancellation facility provided through the platform or sales channel where you booked. If no online cancellation facility is available, contact us using the details in Section 18.

Your request should include:

• the lead traveller's full name
• booking reference
• experience name and date
• reason for cancellation, where relevant
• any supporting evidence required for an exception request

A cancellation is complete only when it has been recorded by the booking channel or acknowledged by us in writing. Keep the cancellation confirmation for your records.

Messages sent to a guide, driver or personal staff number may not constitute valid cancellation unless we confirm them through an official channel.

4. Bookings made through another platform

If you booked through GetYourGuide, Viator, Tripadvisor, Booking.com, TourHQ, Civitatis, Marriott Bonvoy, a travel agent or another third-party sales channel, you must normally request cancellation and any refund through that channel.

The cancellation policy and process confirmed by that channel will apply to the booking. We may assist with operational information, but the third-party platform may control the cancellation record, payment and refund processing.

5. Different or non-refundable conditions

Some experiences may have a different cancellation deadline or may be non-refundable because they involve costs committed in advance. Any experience labelled "All Sales Final", "Non-refundable" or materially similar wording cannot be changed or cancelled for a refund after booking, except where mandatory law requires otherwise or where Travio Ghana Tours or the Supplier cancels the experience. Examples may include:

• dated attraction tickets
• permits or visa-support services
• domestic flights or other transport tickets
• accommodation
• meals or catering ordered in advance
• special events
• private venue hire
• customised tours
• specialist guides, equipment or performers
• services expressly marked "Non-refundable"

A different condition applies only where it was clearly disclosed on the experience page, at checkout or in your booking confirmation before purchase.

6. Changes and rescheduling requested by you

You may request a change to the date, time, participant number or pickup details. Changes are subject to availability, Supplier approval and any price difference.

A requested change is not confirmed until we approve it in writing. If the new option costs more, you must pay the difference before confirmation. If it costs less, any refund or credit will be handled according to the terms agreed for the change.

Where we cannot accommodate the requested change, your original booking remains valid. If you then cancel it, the applicable cancellation deadline will be based on the original booking unless we expressly agree otherwise.

Waiting for a response to a change request does not pause or extend the applicable cancellation deadline.

Repeated changes or a change requested after the free-cancellation deadline may be refused or treated as a late cancellation.

7. Late arrival and no-shows

You are responsible for arriving at the confirmed meeting or pickup point on time and remaining contactable using the details supplied at booking.

If you are absent after any waiting period stated in the booking information, the experience may depart without you. A missed experience caused by lateness, an incorrect pickup location, inability to contact you or failure to follow the joining instructions is treated as a no-show and is non-refundable.

Traffic, flight delays, missed transport, immigration delays and difficulty locating the meeting point do not automatically create a right to a refund. Contact us immediately if you expect to be late; where reasonably possible, we will try to assist, but we cannot guarantee that the experience can wait or be rescheduled.

8. Illness, emergencies and exceptional requests

Illness, injury, bereavement, flight disruption or another personal emergency does not automatically override the stated cancellation terms.

We may consider a reasonable exception request at our discretion and in consultation with the Supplier. We may request reliable supporting evidence. Any exception, partial refund, rescheduling or credit offered is voluntary unless required by law and does not establish a precedent for another booking.

Travel insurance may cover circumstances that fall outside this policy. We strongly recommend appropriate travel insurance from the date of booking.

9. Weather and local conditions

Many experiences operate in rain or changing weather. A customer's preference not to participate because of weather does not qualify for a refund where the experience can operate safely and substantially as described.

Where severe weather or another safety concern makes an experience unsafe or impossible, we or the Supplier may change the itinerary, postpone or cancel it. If the experience is cancelled, Section 11 applies.

Natural conditions, wildlife sightings, water levels, visibility and similar features cannot be guaranteed unless the experience description expressly says otherwise.

10. Itinerary and site changes

We or the Supplier may make reasonable changes to the route, order, timing, guide, vehicle or included sites because of traffic, weather, closures, safety, availability or local operating conditions.

A reasonable change that preserves the main nature and value of the experience does not normally create a right to a refund.

If a significant part of the confirmed experience cannot be provided and no suitable alternative is offered, we will assess an appropriate partial or full refund based on the affected service, amounts recoverable from Suppliers and your mandatory legal rights.

11. Cancellation by Travio Ghana or a Supplier

We or the Supplier may cancel an experience because of safety concerns, severe weather, attraction closure, vehicle failure, guide unavailability, insufficient participation, governmental action or another operational event.

If we or the Supplier cancels before the experience begins, you will normally be offered one of the following:

1. rescheduling to another available date
2. a reasonably comparable replacement experience
3. a full refund of the price paid for the cancelled experience

You may choose a refund where the proposed alternative is not acceptable, subject to any mandatory law and any special circumstances explained before you accept the alternative.

We are not responsible for the cost of independently booked flights, accommodation, visas, transport, meals or other arrangements unless applicable law requires otherwise.

12. Events beyond reasonable control

Events beyond reasonable control may include severe weather, flood, fire, epidemic, road closure, civil disturbance, strike, war, governmental restriction, attraction closure, utility failure or transport-system disruption (a "Force Majeure Event").

Where a Force Majeure Event affects the booking, we will act reasonably and comply with applicable consumer law. Depending on the circumstances, recoverable Supplier costs and service already provided, we may offer rescheduling, a suitable alternative, credit, partial refund or full refund.

Nothing in this section allows us to retain payment where doing so would be unlawful.

13. Experiences stopped after they begin

If you voluntarily leave an experience after it begins, miss part of the itinerary, decline an included service or are unable to continue for a personal reason, no refund is normally due.

If a guide or Supplier removes you because of intoxication, abusive behaviour, unlawful conduct, failure to follow safety instructions or risk to others, no refund is normally due.

If the experience is ended early because of a failure by Travio Ghana or the Supplier, or because safe performance becomes impossible, we will assess an appropriate remedy based on the circumstances, the proportion delivered and applicable law.

Once an experience has begun, it is otherwise non-refundable unless mandatory law or the specific booking terms require a refund.

14. Refund method and processing time

Approved refunds are normally returned to the original payment method and currency used for the booking. We do not usually issue cash refunds for card or online payments.

We aim to authorise an approved refund within 5 to 10 business days after confirming eligibility. Your bank, card issuer, payment provider or booking channel may require additional time to display the funds. International banking and currency-conversion processes may also cause delay.

Where a third-party booking channel collected payment, its processing timeline applies.

If the original payment method is no longer available, we may require identity and account verification before agreeing a lawful alternative.

15. Currency conversion and external fees

Refunds are issued for the amount and currency originally charged or the equivalent amount processed by the relevant booking channel.

Exchange-rate movements may mean the amount shown in your bank-account currency differs from the amount originally displayed. Bank charges, foreign-transaction fees, payment-provider charges and currency-conversion costs imposed independently by third parties are not refundable by us unless required by law.

16. Duplicate or incorrect charges

Contact us promptly if you believe you were charged twice or charged an incorrect amount. Provide the booking reference, payment date, amount and evidence showing the transactions.

We will investigate with the payment provider. A confirmed duplicate or erroneous charge made by us will be refunded to the relevant payment method.

17. Chargebacks and payment disputes

Please contact us before initiating a chargeback so we have an opportunity to resolve the issue.

Submitting a chargeback does not automatically cancel a booking. We may provide the bank or payment provider with booking confirmations, communications, attendance records, cancellation terms and other evidence reasonably required to respond to the dispute.

Fraudulent or abusive chargebacks may result in cancellation of associated bookings or restriction of Platform access, without affecting any lawful right to dispute a genuine transaction.

18. Contacting us about a refund

Expedition-Go Tours Ltd
Trading address: Nmai Dzorn Adjiringano Road, Accra, Ghana
Registered address: H/N UNN House, near Harvest Chapel International, Accra, Ghana
Email: info@expeditiongotours.com
Telephone/WhatsApp: +233 59 140 9761

Use the subject line "Cancellation or Refund Request - [booking reference]".

We aim to acknowledge a written complaint or disputed refund within three business days and provide a substantive response within 14 business days. Complex cases may take longer, in which case we will provide an update.

19. Governing terms and consumer rights

This policy forms part of the Expedition-Go Tours Ltd General Terms and Conditions. If there is a conflict, mandatory consumer law applies first, followed by the specific cancellation terms disclosed for the booking, this policy and the General Terms and Conditions.

The English version controls if a translated version is inconsistent, unless applicable law requires otherwise.

20. Changes to this policy

We may update this policy to reflect changes in our services, suppliers, payment methods or legal obligations. The effective date will be displayed at the top.

The cancellation conditions accepted when a booking was confirmed will normally continue to apply to that booking unless a later change is required by law or is more favourable to you.

Last updated: August 2026