Refund & Cancellation
Cancellation windows, refund percentages and how to make a claim.
Two different sets of rules apply, because the two kinds of booking work differently. Travel bookings can be cancelled on a sliding scale. Event tickets are reserved for you the moment they are confirmed, so they are binding.
01Which policy applies to you
Booked a conference package, safari, trek or Zanzibar extension? Sections 2 to 5 apply to you.
Booked tickets to a match, concert or live event? Sections 6 to 8 apply to you.
If your booking includes both, for example conference accommodation with event tickets attached, each part is governed by its own section. We will set this out on your confirmation.
02Deposits and payment terms
- A deposit of 30 to 40 percent confirms most conference, safari and trekking bookings.
- The balance is due 45 to 60 days before arrival.
- For bookings made within 45 days of travel, full payment is required at confirmation.
- Certain luxury lodges and special permits may require a higher deposit.
All payments are processed through approved international payment providers.
03Cancelling a safari or conference package
Refunds are calculated from the date we receive your cancellation in writing by email.
| Notice before arrival | Refund |
|---|---|
| 60 days or more | 90 percent, less transaction fees |
| 45 to 59 days | 75 percent |
| 30 to 44 days | 50 percent |
| 15 to 29 days | 25 percent |
| 14 days or fewer | No refund |
Refunds remain subject to the cancellation terms of the individual lodges, parks and suppliers involved, which can be stricter in peak season.
04Kilimanjaro and trekking
| Notice before arrival | Refund |
|---|---|
| 60 days or more | 80 percent |
| 30 to 59 days | 50 percent |
| Fewer than 30 days | No refund |
Park fees already paid to TANAPA are non-refundable once issued.
05Flights and resort extensions
- Domestic flights are normally non-refundable once ticketed.
- Beach resorts may apply cancellation penalties of 30 to 100 percent depending on season.
Where these apply to your booking, we will tell you the specific terms before you make final payment.
06Event tickets are binding
When you place a ticket order, seats are sourced and reserved specifically for you. For that reason confirmed ticket orders cannot be cancelled or amended without our prior written approval. This is standard practice for event tickets, where inventory is committed to your booking the moment it is confirmed.
If you need to cancel, contact us as early as possible and we will do what we can. Where a cancellation is possible, a cancellation fee may apply, set at our discretion and depending on the event and the supplier's terms. We cannot guarantee that a cancellation can be accommodated.
Refunds are not generally available for a change of mind, an inability to attend, or circumstances outside our control once tickets are confirmed. If we are unable to deliver confirmed tickets for reasons attributable to us, our liability is limited to a refund of up to 100 percent of what you paid for those tickets.
07Postponed or rescheduled events
- Your tickets will usually remain valid for the new date, and the order cannot be cancelled.
- If you cannot attend the new date, we can try to request a refund from the supplier or resell your tickets on your behalf. We cannot guarantee either outcome.
08Cancelled events
If an event is cancelled outright with no replacement date, we will pass on any refund we receive from the supplier, in line with the supplier's terms. Where the organiser offers a partial refund or a credit instead, we will pass on what we receive.
09Force majeure
No refund is due for events beyond our control, including government restrictions, natural disasters, political unrest, airline cancellations, epidemics and severe weather. We will always work to reschedule your arrangements or offer travel credit where that is possible.
10Travel insurance
Comprehensive travel insurance is a condition of all safari and trekking bookings, and we strongly recommend it for conference travel. Your policy should cover trip cancellation, medical evacuation, emergency medical expenses and travel delays. Insurance is the normal route to recovery where a cancellation falls outside the windows above.
11How to request a refund
Email support@eventconnecto.com with your booking or order reference and the reason for cancelling. For anything time-critical, call +1-307-381-8254, which is the fastest way to reach us. For travel bookings, the date of your written notice is the date we use to calculate the refund.
12How refunds are processed
Approved refunds are issued to the original payment method where possible, within 14 to 30 business days, less any bank or processing fees. For event tickets, timing also depends on the supplier and on your card issuer. We will keep you updated on the status of any approved refund.
13Contact us
Need to discuss a cancellation? Email support@eventconnecto.com, call +1-307-381-8254 (Monday to Sunday), or write to Event Connect LLC, 30 N Gould St, Sheridan, WY 82801, United States.