Refunds Policy

Effective Date: 31st October 2024

At mountain-hut.com, operated by Global Services Group Online, we strive to provide our customers with memorable mountain hut and hiking experiences. We understand that plans can change, and we are committed to providing fair and transparent refund and return options. Please review this policy to understand our procedures, conditions, and timelines for refunds.

1. Eligibility for Refunds and Returns

This policy applies to bookings for mountain huts, guided and self-guided hiking tours, and related services offered on mountain-hut.com. Refunds and returns are available under the following conditions:

1.1 Mountain Hut and Tour Bookings

  • Full Refund: Cancellations made 30 days or more before the start date of your booking are eligible for a full refund.
  • Partial Refund: Cancellations made between 15 and 29 days before the booking start date are eligible for a 50% refund of the total booking amount.
  • Non-Refundable: Cancellations made less than 15 days before the booking start date are non-refundable.

1.2 Changes to Bookings

  • If you need to reschedule your booking, please contact us at mountain-hut@outlook.com. We will do our best to accommodate your new dates based on availability. Please note that rescheduling requests made less than 15 days before the booking start date may be subject to an additional administrative fee.

2. Initiating a Refund Request

If you wish to cancel or adjust a booking, please follow these steps:

  1. Contact Us: Send an email to mountain-hut@outlook.com with your booking reference number, name, and reason for the request.
  2. Response Time: We aim to respond to all requests within 2 business days with confirmation of the refund eligibility or options to reschedule.
  3. Refund Confirmation: Upon approval, we will send a confirmation email detailing the refund amount and the timeline for processing.

3. Fees and Costs

  • Administrative Fees: Refunds may be subject to a small administrative fee, depending on the timing and type of cancellation.
  • Transaction Fees: Any third-party transaction fees (e.g., credit card processing fees) incurred during booking are non-refundable, and will be deducted from the refund amount if applicable.

4. Refund Processing and Timeframes

Approved refunds will be processed using the original payment method and completed within 10-15 business days of approval. Delays may occur based on your financial institution’s processing times.

5. Exceptions and Special Conditions

5.1 Severe Weather and Force Majeure

If adverse weather conditions or other force majeure events (such as natural disasters, government restrictions, etc.) affect your booking, we will work to reschedule your booking or provide a credit for future use. Refunds may not be available in these situations due to circumstances beyond our control.

5.2 Non-Transferable Bookings

Bookings are non-transferable and may only be used by the original purchaser and their designated guests. Resale of bookings or transfers to third parties is not permitted.

5.3 Group Bookings

For group bookings (5 or more persons), refund eligibility may vary. Specific terms for group bookings will be outlined at the time of booking, and we encourage you to review them carefully.

6. Contact Information for Customer Support

If you have questions about our Refunds and Returns Policy or need assistance with a booking, please contact us:

  • Email: mountain-hut@outlook.com
  • Phone: Please check our website for the latest contact information.
  • Address: Global Services Group Online, Vazrajdane 17, bl. 17, vh. 1, et. 1, Varna, Bulgaria 9020

We are committed to making your experience as smooth as possible and appreciate your understanding of these terms to help us deliver excellent service.

Thank you for choosing mountain-hut.com for your mountain adventure. We look forward to assisting you!