1. How this page fits with other policies

This page is an overview. It's designed to be readable and to explain our approach, not to replace the detailed wording in:

• our Booking Conditions; and
• our Conditions of Carriage (to be published nearer launch).

If there is ever a conflict between this overview and the specific terms on your booking confirmation or trip page, the booking confirmation and full conditions win. Your statutory rights are unaffected.

2. Our principles on refunds

We're building Kytrix as a small, honest, local operator. That shapes how we think about refunds:

• Clear and upfront – wherever possible, cancellation terms will be visible before you pay, not just hidden in the small print.
• Fair to both sides – we need to cover genuine costs (ferries, staff, vehicle prep), but we don't want to keep money we haven't reasonably earned.
• Prompt – once we've agreed a refund or credit, we'll process it within a reasonable time.
• Human – if life throws something serious at you, talk to us. We can't promise to say yes every time, but we'll listen and be straight with you.

3. When you might be due a refund

Depending on the situation and the terms that applied when you booked, you may be entitled to a full or partial refund (or a credit). Common examples include:

• we cancel a trip or hire that you've paid for and can't offer a suitable alternative;
• we make a significant change to your booking and you choose not to accept it;
• we materially fail to provide the service as described, and you suffer a direct loss as a result; or
• consumer law says a refund is due (for example, where promised services were not delivered with reasonable care and skill).

There are also many situations where refunds are not normally due, for example if you change your mind late in the day, arrive late, or external factors (like traffic or weather) affect your wider plans. Those are covered in more detail below.

4. If you cancel – general approach

When you book, we're reserving seats or a vehicle and often turning down other work. That's why cancellation charges usually apply.

The exact scale may vary by product and will be shown on your confirmation or trip page. In general:

• the earlier you cancel, the more we can usually refund (because we might be able to resell the space); and
• close to departure, payments are more likely to be non-refundable.

For a more formal outline, see section 7 of our Booking Conditions.

4.1 Retail day trips (ticketed departures)

For regular day trips (for example, theme parks or Christmas markets), we expect to use a sliding cancellation scale that may look roughly like:

• far in advance – loss of deposit or small admin fee if no deposit was taken;
• as departure gets closer – increasing % of trip price;
• very close to departure – normally no refund unless we can resell your seat.

The exact timings and percentages will be confirmed for each trip type before you book.

4.2 Shared airport & cruise transfers

Shared transfers are highly time-sensitive and often linked to flight or sailing times, so late cancellations can be hard to resell. We expect:

• longer notice periods to qualify for a partial refund; and
• tighter rules close to travel, especially for early-morning or late-night departures.

We'll publish clear cut-offs (for example, a minimum number of days/hours before departure) with each transfer product.

4.3 Private hire and group bookings

For private hire and bespoke group work (schools, weddings, clubs, corporate), we typically:

• take a non-refundable deposit to secure the booking; and
• apply a bespoke cancellation scale that reflects vehicle size, driver time, ferries and any third-party costs.

These terms will be set out in your quote and confirmation. For very large or complex bookings, we may need stricter terms; we'll always explain them clearly before you commit.

5. If we cancel or significantly change your booking

We'd rather not cancel a trip once you've booked, but sometimes it may be unavoidable – for example:

• very low numbers on a retail day trip;
• serious operational issues (vehicle breakdown, driver illness, major ferry disruption); or
• events outside our control that make the trip unsafe or impossible.

If we cancel or make a significant change (as defined in our Booking Conditions), we will normally offer you one or more of:

• an alternative date or service of similar value;
• a credit towards a future trip; or
• a refund of what you've paid us for the affected service.

Where the issue is clearly within our control, we'll aim to be generous within what the business can reasonably afford. Where it's due to events outside our control, our focus will be on getting you home safely and being transparent about what we can and can't cover.

6. Delays, missed connections and limits on refunds

Traffic, weather, ferry disruption and other factors can affect journey times. We'll plan sensibly and leave practical buffers, but:

• we can't guarantee to protect you from all knock-on effects, especially for tight flight or cruise connections;
• we are not generally responsible for costs charged by other providers (airlines, cruise lines, hotels, etc.) unless we have specifically agreed otherwise in writing; and
• any compensation or refund will depend on what went wrong, how much control we had over it, and what a reasonable operator in our position would do.

This is another reason we strongly recommend suitable travel insurance, especially where missing a flight or sailing would be a big deal.

7. Gift cards, credit and "pay it forward" balances

We plan to offer digital gift cards and "pay it forward" balances that can be used towards future trips. Our default approach is likely to be:

• gift cards will normally be non-refundable once purchased, except where consumer law gives you a right to a refund (for example, if they were mis-sold);
• where we issue credit instead of a cash refund (for example, if you choose a credit when a trip is cancelled), we'll clearly state any expiry date and how to use it; and
• we'll allow credits and gift cards to be used by close family and friends, not just the original purchaser, as long as they're applied through our normal booking process.

Full terms for gift cards and credits will be set out when those products launch.

8. How refunds are paid and how long they take

When a refund is due, we will usually:

• refund to the original payment method (for example, the card or digital wallet used to pay); or
• if that's not possible, discuss another secure option with you.

Once we've agreed and processed a refund on our side, the time it takes to reach you can vary depending on your bank or card provider. As a guide, we'll aim to initiate refunds within 10 working days of agreeing them, and often much sooner.

We'll never charge you extra just for processing a refund, although non-refundable third-party fees (for example, some ticketing charges) may not always be recoverable.

9. Non-refundable items

Some elements of a booking may be clearly flagged as non-refundable, for example:

• certain attraction tickets or timed entry slots;
• bespoke add-ons we purchase on your behalf; or
• admin or booking fees we have already incurred and cannot recover.

We'll always aim to highlight these clearly at the point of booking or in your confirmation so you can make an informed choice.

10. How to ask for a refund or raise a concern

If you think you may be due a refund, or you're unhappy with how something has been handled, the best starting point is to talk to us.

You can contact us via the contact page. Please include:

• your name and contact details;
• your booking reference (if you have one);
• trip date and destination; and
• a short explanation of what happened and what you're asking for (refund, credit, something else).

We'll aim to respond within a reasonable timeframe. If you're still unhappy after we've reviewed things, you can follow our Complaints & Feedback process once that page is live.

11. Chargebacks and card disputes

If you're considering a chargeback or dispute with your bank or card provider, we'd strongly encourage you to contact us first. In many cases we can clear up misunderstandings or find a solution without involving third parties.

If a chargeback is raised, we'll respond honestly to the card provider based on our records and the terms that applied when you booked.

12. Law and jurisdiction

This Refunds & Cancellations overview, and any disputes relating to it, are governed by the laws of England and Wales. Any disputes will be handled in line with the jurisdiction provisions in our Booking Conditions and Conditions of Carriage.

13. Questions about this page

If anything here doesn't make sense, or you're planning a group trip and want to understand how refunds would work in your specific scenario, please get in touch before you book.

We're aiming to be as transparent as possible, so if you spot a gap or something that feels unclear, telling us is a genuine help as we build Kytrix Travel.