Refund Policy
We understand that in some cases, you may not be able to travel as planned due to external factors beyond your control. To help you complete the cancellation process smoothly and understand the relevant policies, please read the following terms carefully:
We understand that uncontrollable external factors may, at times, prevent you from proceeding with your trip as planned. To assist you in completing the cancellation process smoothly and understanding relevant policies, please read the following terms carefully.
To cancel your reservation, please follow the steps below:
Steps to Follow to Cancel Your Booking:
Step 1: Confirm the possible losses caused by cancellation
Step 1: Assess Potential Cancellation Costs
Before you cancel, we recommend that you carefully calculate the possible losses that may result from the cancellation. Each product has its own independent cancellation terms, so please be sure to review and confirm the relevant cancellation fees again.
We recommend that you carefully calculate any potential loss due to cancellation before proceeding. Each product has its own specific cancellation policy; please review and confirm the costs associated with cancellation.
Important Notes :
- All dates and times are in UK local time .
All dates and times are based on UK local time.
- Calculation of days before departure : The departure day is not included.
The calculation of days prior to departure excludes the departure date itself.
- Calculation of working days for cancellation date:
The cancellation date is calculated from the working day when we receive your cancellation email. Our working hours are Monday to Friday, 09:00-17:30. Emails will be received and processed during working hours.
The cancellation date is calculated based on the business day we receive your cancellation email. Our office hours are Monday to Friday, 9:00 am to 5:30 pm.
Emails are processed during these hours.
- Example to Better Understand the Cancellation Policy**:
|
Departure Date |
Cancellation Policy |
|
September 10 |
- Free cancellation: 4 days or more before departure; - Non-cancellable: 0-3 days before departure |
Last Cancellable Date: September 6
If we receive your cancellation email on September 6 (a working day), you will be able to cancel your product for departure on September 10 free of charge. If September 6 is not a working day, we will calculate the cancellation date from the next working day, so that the September 10 booking will not be cancelable.
If we receive your cancellation email on September 6 (a business day), you will be eligible for free cancellation for the September 10 departure. If September 6 is a non-business day, the cancellation calculation will start from the next business day, making the September 10 booking non-cancellable.
Step 2: Send a cancellation email
Step 2: Submit Your Cancellation Request
Please send your cancellation request in writing to Customer Service at info@robingo.co.uk .
Our working hours are Monday to Friday, 09:00-17:30. Emails will be received and processed during working hours.
Please submit your cancellation request in writing to our customer service email: info@robingo.co.uk . Our office hours are Monday to Friday, 9:00 am to 5:30 pm. Emails are processed during these hours.
Please include the following information in your cancellation email:
Please include the following information in your cancellation email:
- Booking Reference Number
- Booked Product
- Name of the Booking Holder
- Departure Date
- Payment Amount
Step 3: Cancel confirmation
Step 3: Cancellation Confirmation
We will respond within one business day of receiving your cancellation email and confirm any cancellation fees that may apply.
We will respond within one business day after receiving your cancellation email and confirm any applicable cancellation fees.
Step 4: Refund process
Step 4: Refund Process
If the refund is confirmed, you will receive the refund (returned via the original route) within 5-7 working days.
If a refund is confirmed, you will receive the refunded amount within 5-7 business days (refunded via the original payment method).*
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About force majeure
Regarding Force Majeure Circumstances
Due to some uncontrollable external factors, you may not be able to travel as planned. We understand the special circumstances and apologize for your inconvenience. However, according to company policy, cancellations in such cases will still be handled in accordance with the established cancellation terms.
In certain uncontrollable external circumstances, you may be unable to proceed with your trip as planned. We understand the unique nature of such situations and regret any inconvenience. However, according to company policy, cancellations under such circumstances will still be processed in accordance with the established cancellation terms.
Recommendation
We strongly recommend that you purchase personal travel insurance that meets your needs before departure. If you are unable to travel due to force majeure, you can apply for compensation from the insurance company to protect your financial interests.
We strongly recommend that you purchase personal travel insurance tailored to your needs before departure. In the event that force majeure circumstances prevent you from traveling, you may seek compensation from your insurance provider to safeguard your financial interests.
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The company reserves the right of final interpretation of the cancellation terms.
The Company Reserves the Right of Final Interpretation of the Cancellation Terms
