86–90 Paul Street, Shoreditch, UK, EC2A 4NE
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Refund Policy

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REFUND POLICY

Thank you for booking with Cartout.co.uk. We value your business and aim to be as transparent as possible regarding financial transactions. This policy outlines the specific conditions under which refunds are issued for our tours, attractions, and hotel bookings.

Please read this policy carefully. By making a purchase on our website, you agree to the terms below.

1. STANDARD REFUND ELIGIBILITY

Refunds are generally issued based on the cancellation timeline of your specific booking. Unless stated otherwise on your ticket or voucher:

  • Full Refund: Requests made 72 hours or more before the scheduled service date.
  • Partial Refund (50%): Requests made between 24 and 72 hours before the scheduled service date.
  • No Refund: Requests made less than 24 hours before the service date or after the service has commenced.
2. NON-REFUNDABLE ITEMS

The following items are strictly non-refundable and non-transferable once purchased:

  • Tickets for special events (concerts, theater, festivals).
  • "Flash Sale" or promotional bookings marked as final sale.
  • Admission tickets to attractions that have specific time-slots which have passed.
  • Gift Cards and Travel Vouchers.
  • Travel Insurance policies once the cooling-off period has expired.
3. PROCESSING TIMES & FEES

Processing Time: Once a refund is approved by our team, it will be initiated immediately. However, it typically takes 7-14 business days for the funds to reflect in your bank account, depending on your card issuer's policies.

Administrative Fees: A standard administrative fee of up to 5% may be deducted from the total refund amount to cover merchant gateway charges and handling costs.

4. REFUNDS FOR CANCELLED SERVICES

If Cartout.co.uk or our local operators cancel a tour due to weather, safety concerns, or insufficient participation, you are entitled to:

  • A full 100% refund of the amount paid.
  • OR a free reschedule to an alternative date.
  • OR a credit voucher for future use (valid for 12 months).

We are not responsible for third-party costs (such as flights or taxis) incurred due to a cancelled tour.

5. DUPLICATE CHARGES

If you believe you have been charged twice for the same booking due to a technical error, please contact us immediately at support@cartout.co.uk. Once verified, duplicate charges will be refunded in full immediately without administrative fees.

6. PARTIAL USAGE

No refunds will be issued for "partial usage" of a service. For example:

  • Leaving a hotel earlier than the scheduled check-out date.
  • Leaving a tour halfway through.
  • Using only one part of a combo-ticket package.
7. HOW TO REQUEST A REFUND

To initiate a refund request, please follow these steps:

  1. Log in to your account and go to "My Bookings".
  2. Select the booking you wish to cancel/refund.
  3. Click "Request Refund" and provide a reason.
  4. Alternatively, email support@cartout.co.uk with your Booking ID and reason for the request.

Verbal requests made over the phone are not accepted as formal refund requests.

8. DISPUTES

If you dispute a charge with your credit card company (chargeback) before contacting us, we reserve the right to suspend your account and cancel any future bookings until the dispute is resolved. We encourage you to contact our support team first to resolve any billing issues amicably.