Refund & Cancellation Policies
All Guests are able to cancel their booking which is therefore subject to the Reel Escape’s Cancellation policy. The Cancellation policy is consistent across all bookings. Guide fees will be handled as follows:
- If the Guest cancels any time up to 30 days before the Experience booked, the Guest will be refunded 50% of the Guide fee less a $25 handling fee.
- If the Guest cancels within the 30 days of the Experience booked, the Guest will receive no refund.
Guest Refund Policy
The Guest Refund Policy supports Guests in the event they experience a service issue. A service issue generally falls into one of 3 categories: (1) the Guide cancels the booking before the booking is scheduled, (2) the Experience booked by the Guest is misrepresented, or (3) the Guide fails to be present in order to facilitate the experience.
The following are scenarios addressed by the Guest Refund & Cancellation Policy. The guest arrived to the Experience and notified Reel Escapes within 24 hours that:
- A different unapproved Guide arrives to facilitate the booking not to the knowledge of the Guest.
- The Guide fails to provide the Guest adequate equipment stated in the listing to take part in the Experience.
The Guest Refund Policy is available to all Reel Escapes Guests who have booked on the site, no matter the destination they’re travelling to or their country of residence. The Guest Refund & Cancellation Policy is not insurance and does not replace your traveller’s insurance.
To submit a valid claim for a refund, a Guest is required (a) to bring the Service Issue to our attention within 24 hours after the start of your booking (including photographs or other evidence) and respond to our requests for information or cooperation, (b) not have directly or indirectly caused the Service Issue and (c) to have used reasonable efforts to try to remedy the circumstances of the Service Issue with the Guide prior to making a claim for a Service Issue.
The Guide is only able to postpone or cancel any Experience due to adverse weather conditions. If a Guide cancels an Experience, the guest will receive a 100% refund less payment processing charges. Postponed Experiences must satisfy both the Guest and the Guide.
In the case of multi-day Experiences, if one of such days of the multi-day trip are unable to be fished the Guest will receive no refund for that day or days not fished.
If you still have questions regarding any policy, please contact us.