Refund Policy

1. General cancellation and refund rules

1.1. Cancellation more than 48 hours before the start

You may cancel your booking free of charge no later than 48 hours before the start of the excursion or tour. The full prepayment amount will be refunded.

1.2. Cancellation less than 48 hours before the start

If the booking is cancelled within a shorter timeframe, the prepayment in the amount of the Commission is non-refundable. This is because, given the short cancellation notice, the Platform cannot offer the service to other users in time and incurs losses: lost bookings, plus operational costs of processing the cancellation and refund.

1.3. Cancellation of transfer services

For transfer services three time thresholds apply:

  • more than 48 hours before the trip, free cancellation, full refund;
  • between 24 and 48 hours, the payment is refunded less the Commission;
  • less than 24 hours, no refund is provided.

1.4. Cancellation by the tour operator or guide

If the excursion or tour is cancelled by the tour operator or the guide, we refund your full prepayment, including the Commission.

2. Non-refundable payments

We do not refund the following types of expenses, as they constitute payments to third parties or are non-refundable by their nature:

  • tickets to museums, parks, exhibitions and other venues. Once issued, a ticket is considered redeemed and cannot be reissued;
  • entrance fees and local taxes;
  • other expenses arranged with the organiser, including meals, additional transfers, personal expenses and similar services paid directly to the tour operator or the guide.

If you paid for such services directly to the tour operator or the guide bypassing the Platform, the refund matter is settled between you and the service provider directly.

3. Refunds in the event of force majeure

3.1. What qualifies as force majeure

Force majeure events are extraordinary and unavoidable circumstances beyond the parties' control that objectively prevent the performance of the contract. Such events could not be reasonably foreseen when the contract was concluded and could not be prevented by a reasonable participant acting in good faith.

3.2. List of recognised circumstances

Subject to proper supporting documentation, the Platform refunds the Commission, even when the cancellation occurs less than 48 hours before the start, in the following cases.

Flight delay or cancellation. You were unable to attend the excursion or tour due to a delay or cancellation of an air, rail or coach service.

Required documentation:

  • a screenshot from the official airport or station website showing the flight status (date, time, flight number);
  • a copy of the travel document (ticket, itinerary receipt, voucher) issued in your name.

Public health restrictions. Quarantine, sanitary or administrative measures (lockdown, ban on public gatherings, closure of cultural venues) have been introduced in the region of the excursion, making participation impossible.

Required documentation:

  • official order or regulation issued by the public authorities;
  • notice from the venue confirming closure or unavailability.

Natural disasters. Earthquake, flood, hurricane, heavy snowfall, landslide or other natural events disrupting access to the excursion location.

Required documentation:

  • official statement declaring a state of emergency issued by the emergency services, the administration or the meteorological service.

Visa refusal or border restrictions. You have been refused a visa or denied border crossing for reasons not attributable to you personally.

Required documentation:

  • decision of the embassy or consulate refusing the visa, stating the reason;
  • copy of an official document from the border control authorities.

3.3. What is not recognised as force majeure

The following situations do not entitle you to a refund outside the general rules:

  • personal changes to plans, holidays or work schedule;
  • financial difficulties or lack of funds;
  • fluctuations in exchange rates or prices;
  • weather conditions that are typical for the season and region (rain, cold, heat);
  • minor transport delays of up to 4 hours;
  • visa refusal for reasons attributable to you personally (document inconsistencies, criminal record and the like);
  • a decision of another person travelling with you;
  • any situation not listed in clause 3.2.

3.4. Refund amount in case of force majeure

When force majeure is recognised, the Platform refunds the Commission or prepayment less the service fee. The service fee is a payment for the technical service already rendered: processing of the booking request, confirmation and cancellation in the system.

4. Cancellation and refund procedure

4.1. How to cancel a booking

A cancellation may be submitted in one of the following ways:

  • through the personal account on the platform, in the «My orders» section;
  • by email, by sending a message to support@sunnygeorgia.travel indicating the order number and the reason for cancellation.

4.2. Refund timing

  • If the cancellation is submitted 48 hours or more before the start, the refund is processed within 15 business days.
  • In case of force majeure, the refund is processed within 15 business days from the date the circumstance is recognised.
  • The refund is always issued back to the same payment method or account used for the original payment.

5. Service fee

When refunds are issued under the grounds set out in these Rules, the Platform refunds the amount less the service fee. The amount of the service fee is shown on the order payment screen.

The service fee is a payment for the technical booking service provided by the platform: formation and submission of the booking request to the organiser, data processing and receipt of the result. This service is rendered at the moment the booking is placed and is not part of the price of the organiser's services. For this reason, when the cost of the organiser's service is refunded, the service fee is not refunded, as the payment was made for a service that has already been delivered.

The service fee is refunded in the following cases:

  • the technical service has not been rendered (the booking request was not formed or not submitted to the organiser);
  • technical malfunction, erroneous or duplicate charge;
  • other cases provided for by law or court decision.

Contacts

For any refund-related questions, please contact our support team: support@sunnygeorgia.travel