1. Introduction
We aim to make every booking and purchase clear, secure, and dependable. This Refund Policy outlines how we manage cancellations and refunds for products and services booked through our platform. Please note that many bookings are provided by third-party suppliers, so refund eligibility is determined by the supplier’s terms shown at checkout and in your booking confirmation.
2. When a Refund May Be Considered
We may consider a refund request in the following situations:
You cancel your booking within the applicable cancellation period.
You were charged incorrectly, such as a duplicate payment or a technical payment error.
The service cannot be provided due to unforeseen circumstances beyond reasonable control ( such as natural disasters, government restrictions, or similar disruptions).
When requesting a refund, you must provide proof of booking or payment, such as a confirmation email, invoice, or transaction receipt.
3. Cancellation Rules and Refund Processing Time
You may request a cancellation within five days of the purchase date for a full refund, only if the booking is refundable and the supplier’s policy allows cancellation within that period.
Requests made after the relevant cancellation window may not be accepted, unless exceptional circumstances apply.
Approved refunds are usually processed within seven business days. Your bank or payment provider may take additional time to complete the transaction.
4. Non-Refundable Bookings and Charges
Some payments cannot be refunded. These include, but are not limited to:
Service fees, processing fees, and payment gateway charges, unless required by law.
A. Accommodation and Hotel Bookings
Accommodation and hotel bookings may not be refundable if:
You cancel after the free cancellation deadline, where one applies.
You do not check in, arrive late, or leave earlier than planned.
The booking was made under special conditions, such as discounted, promotional, restricted, or non-refundable rates.
B. Tours, Tickets, and Activities
Tours, tickets, and activities may not be refundable if:
The booking is clearly marked as Non-Refundable or No Cancellation.
You cancel within the operator’s restricted period, such as 24, 48, or 72 hours before the start time.
You miss the start time due to late arrival or a no-show.
5. How to Request a Refund
To request a refund:
Email us at info@embark-global.com
Include your booking or order reference and the reason for your request
We will review your request and respond within two to three business days
6. Cancellations Made by Us
In rare situations, we may need to cancel a booking due to circumstances outside our control, such as government restrictions, natural events, or technical issues. Where possible, we will offer either:
a refund, subject to the supplier’s rules, or
an alternative option of similar value, depending on availability
7. Bookings Made Through Partners or Third Parties
If you booked through a partner or third-party platform, their refund policies may apply. You may need to submit your request directly to them, as we cannot have access to their payment systems or control over their decisions, timelines, or outcomes.
8. Contact Us
If you have questions about refunds, cancellations, or a specific booking, please contact us:
Email: info@embark-global.com
Ph: 0494375244
Address: 5 Mount Bank Rise, Bella Vista 2153