Refund Policy
Clear terms for cancellations, changes and refunds for services booked with Aurora Trails.
1) Overview
This Refund Policy applies to travel services booked directly with Civic Median Commons. Because travel services are arranged with multiple suppliers under specific terms, certain amounts may be non‑refundable. Where consumer protection laws apply, nothing in this policy limits your statutory rights.
2) How to cancel or change
- Submit requests in writing from the lead traveler to [email protected].
- We will confirm receipt and advise of applicable fees and options (refunds, credits, date changes).
3) Standard cancellation fees (per booking)
The following fees apply unless your invoice specifies different terms or a supplier’s stricter terms apply:
- 61+ days before departure: loss of deposit.
- 31–60 days: 50% of total trip price.
- 15–30 days: 75% of total trip price.
- 0–14 days or no‑show: 100% of total trip price.
Some services (e.g., permits, specialty lodges, flights) may be non‑refundable once issued. We will highlight known exceptions in your invoice.
4) Date changes and credits
- Postponements are often possible 31+ days before departure. Supplier rebooking fees and any price differences apply.
- Where Force Majeure disrupts travel, we will first seek credits or rebooking on your behalf. If unavailable, refunds of recoverable costs will be provided.
5) Partial refunds
- Unused services during travel are generally non‑refundable unless due to our or a supplier’s fault.
- If a service is cancelled by a supplier and no comparable alternative is accepted, we will refund the net recoverable amount for the affected service.
6) Payments, method and timeline
- Refunds are issued to the original payment method where possible.
- Processing time: 7–14 business days after amounts are confirmed and recovered from suppliers; complex cases may take longer.
- Bank or FX charges are non‑recoverable and will be deducted where applicable.
7) Flights and third‑party tickets
Airline tickets and certain event/rail/boat tickets are subject to carrier fare rules. Change/cancel penalties and refund eligibility are determined by the carrier. Our assistance fees may apply.
8) Non‑refundable items
- Issuance fees, permits/park fees, visas and vaccination costs.
- Merchant/banking fees, insurance premiums.
- Supplier penalties as per their terms once services are confirmed.
No statutory cooling‑off: Travel services often fall under exemptions to cooling‑off rights for time‑specific accommodation, transport and leisure services. We nonetheless strive to offer fair flexibility where feasible.
9) Travel insurance
Comprehensive insurance is strongly recommended. Policies covering cancellation, curtailment, medical, and baggage can reimburse non‑refundable amounts when the cause is covered (e.g., illness). We can provide documentation for claims on request.
10) Chargebacks
Please contact us first to resolve issues quickly. Filing a chargeback for services delivered according to contracted terms may delay resolution; we will provide the card network with documentation as needed.
11) Force Majeure
Events beyond reasonable control (e.g., natural disasters, strikes, governmental actions, epidemics) may require changes/cancellation. Our primary remedy is to re‑route, re‑schedule or issue credits. Where refunds are available from suppliers, we pass them to you net of unrecoverable costs.
12) Contact
Email: [email protected]
Phone: +44 6048 125834
Address: 63 Teagan Flat North Yvonne, M50 3TU, UK
13) Updates
We may amend this policy. The latest version date appears at the top of the page. Material changes will be posted here.