Refund Policy

Fair and transparent refund terms for your peace of mind

Last updated: August 29, 2025

1. Overview

At Hatej Tourism, we understand that plans can change. This Refund Policy outlines our fair and transparent approach to handling cancellations, changes, and refunds for all our Canadian adventure tourism services.

We strive to be as flexible as possible while maintaining the sustainability of our small-group, high-quality tours. All refunds are processed in Canadian Dollars (CAD) and returned to the original payment method within 5-10 business days.

2. Standard Cancellation Schedule

60+ Days Before

Early Cancellation
95% Refund

Full refund minus 5% administrative fee to cover processing costs.

31-60 Days Before

Standard Cancellation
75% Refund

75% refund as we begin final preparations and confirm arrangements.

15-30 Days Before

Late Cancellation
50% Refund

50% refund as arrangements are finalized and costs committed.

Less than 14 Days

Very Late Cancellation
25% Refund

Limited refund as most costs are non-recoverable at this stage.

3. Company-Initiated Cancellations

100% Refund Guarantee

If we cancel your tour for any reason within our control, you will receive a full 100% refund or the option to reschedule to a future date at no additional cost.

Reasons for Company Cancellation:

Insufficient Enrollment

Minimum 2 participants required. You'll be notified 14 days before departure.

Severe Weather

Extreme weather conditions that pose safety risks to participants.

Safety Concerns

Trail closures, wildlife warnings, or other safety-related issues.

Government Restrictions

Travel advisories, park closures, or regulatory changes beyond our control.

4. Special Circumstances

4.1 Medical Emergencies

Documentation Required: Medical certificate from licensed healthcare provider

Refund: 75% refund regardless of cancellation timeline

Note: We strongly recommend travel insurance for full medical coverage

4.2 Family Emergencies

Examples: Death in family, serious illness of immediate family member

Documentation Required: Death certificate, hospital records, or official documentation

Refund: 75% refund regardless of cancellation timeline

4.3 Travel Restrictions

Examples: Visa denials, passport issues, government travel bans

Documentation Required: Official government correspondence

Refund: 50% refund or credit toward future tour

5. Tour Modifications and Transfers

5.1 Date Changes

  • More than 30 days before: Free date change (subject to availability)
  • 15-30 days before: $50 CAD change fee
  • Less than 15 days: $100 CAD change fee

5.2 Tour Transfers

  • Transfer to another person: $25 CAD administrative fee
  • Transfer to different tour of equal value: $50 CAD change fee
  • Transfer to higher-value tour: Pay difference plus $50 CAD fee
  • Transfer to lower-value tour: Refund difference minus $50 CAD fee

6. Refund Process

1
Submit Cancellation Request

Email us at [email protected] or call +1 604-957-0016 with your booking details and reason for cancellation.

2
Confirmation & Documentation

We'll confirm your cancellation and request any required documentation for special circumstances.

3
Refund Calculation

We'll calculate your refund amount based on our policy and send you a detailed breakdown.

4
Processing & Payment

Refunds are processed within 5-10 business days to your original payment method.

7. Travel Insurance Recommendation

We Strongly Recommend Travel Insurance

While our refund policy is fair and comprehensive, travel insurance provides additional protection for unforeseen circumstances that may not be covered by our standard policy.

What Travel Insurance Covers:
  • Trip cancellation for any reason
  • Medical emergencies during travel
  • Trip interruption or delays
  • Lost or damaged baggage
  • Emergency evacuation coverage
Recommended Providers:
  • Travel Guard Canada
  • Allianz Global Assistance
  • World Nomads
  • Your credit card provider
  • CAA Travel Insurance

8. Non-Refundable Items

  • Third-party bookings: Airline tickets, hotel reservations made through external providers
  • Permits and licenses: Government-issued permits, park passes, or special access fees
  • Custom services: Personalized itineraries, special dietary arrangements, or private guides arranged at your request
  • Travel insurance premiums: Insurance costs are non-refundable through Hatej Tourism
  • Processing fees: Credit card processing and administrative fees

9. Dispute Resolution

If you have concerns about a refund decision:

  1. Contact our Customer Service Manager at [email protected] with "Refund Dispute" in the subject line
  2. Provide documentation supporting your case within 30 days of the refund decision
  3. Await review - we'll respond within 5 business days with our findings
  4. Final appeal can be made to our Director within 14 days if unsatisfied

10. Updates to Refund Policy

This refund policy may be updated periodically to reflect changes in our services or legal requirements. Updates will be:

  • Posted on our website with the new effective date
  • Applied to bookings made after the update date
  • Communicated to existing customers if changes affect their bookings
  • Available for review before completing any new booking

Questions About Refunds?

Our customer service team is here to help you understand our refund policy and assist with any cancellation needs:

Email: [email protected]

Phone: +1 604-957-0016

Office Hours:
Monday-Friday: 9:00 AM - 6:00 PM PST
Saturday: 10:00 AM - 4:00 PM PST

We aim to respond to all refund inquiries within 24 hours during business days.