DELIVERY, CANCELLATION AND REFUND CONDITIONS
This document describes the conditions applicable to the delivery, cancellation, and refund of tourist services contracted through the Orubes Travel website or mobile application (“the Agency”).
By making a reservation, the customer (“the User”) fully accepts the terms and conditions set forth herein.
1. DELIVERY AND CONFIRMATION OF THE RESERVATION
All reservations must be made through the Orubes Travel website or mobile application.
The reservation will only be valid once payment has been confirmed.
Confirmation will be sent to the email address or mobile phone number provided by the customer.
The service (tour, excursion, or experience) will be provided on the date and at the time selected at the time of booking.
2. CANCELLATION AND REFUND POLICY
🔹 2.1 Cancellation of confirmed reservations
The right to a refund depends on when the cancellation is requested:
a) Cancellation within 24 hours of booking and more than 7 days before the start of the tour:
Full refund (including the 10% service fee).
b) Cancellation after 24 hours from the time of booking, but more than 7 days before the start of the tour:
Refund of the amount paid minus a 10% service fee.
c) Cancellation less than 7 days before the start of the tour:
No refund will be made.
d) If the reservation is made less than 24 hours before the start of the tour:
No refund will be made in case of cancellation.
Note: Deadlines are calculated based on the time zone of the location where the experience takes place.
🔹 2.2 Cancellation by the agency
In the event of cancellation by Orubes Travel due to force majeure (weather conditions, safety reasons, official restrictions, etc.), the customer will receive a full 100% refund.
Alternatively, the customer may choose to change the date of their reservation at no additional cost.
🔹 2.3 Reduction in the number of participants
If the customer wishes to reduce the number of people in a reservation, the same cancellation conditions set out above will apply.
If the reduction is requested outside the permitted cancellation period, no refund will be made for the participants removed.
Within the permitted period, the reservation may be canceled and a new one made with the correct number of participants.
🔹 2.4 Rescheduled reservations
In the event that a reservation is rescheduled, the cancellation policy will be calculated based on the original reservation date.
If the customer cancels a rescheduled reservation, they will only be entitled to a refund if the original date and time are within the permitted cancellation period.
🔹 2.5 Same-day reservations
Reservations made for experiences starting within 24 hours are considered same-day reservations.
These reservations are non-refundable under any circumstances.
🔹 2.6 Cancellation of unconfirmed reservations
Some experiences require prior confirmation from the guide or supplier.
If a reservation is not confirmed within 48 hours, the payment will be automatically refunded.
If the customer cancels a pending reservation within 48 hours, they will also receive a full refund.
3. FORCE MAJEURE
Orubes Travel reserves the right to cancel or modify an experience due to force majeure such as adverse weather conditions, strikes, government restrictions, health emergencies, or safety reasons.
In such cases, the customer may choose between a full refund or a free change of date.
4. LIMITATION OF LIABILITY
The Agency is not responsible for loss or damage to personal belongings, accidents, or incidents arising from the actions of third parties during the provision of the service.
Participants must comply with the safety rules and instructions of the guide or Orubes Travel staff during the contracted activity.
5. REFUND PROCESS
Approved refunds will be processed using the same payment method used for the purchase within 7 to 14 business days.
Orubes Travel will not be responsible for delays caused by the bank or payment gateway.
6. CONTACT
For inquiries, cancellations, or refund requests:
📞 +90 (530) 876 76 43