Cancellations and Refund Policy
At EcoTrilha, we want to ensure that your experience with us is seamless, including managing changes to your plans. Please take a moment to review our Cancellations and Refund Policy to understand better how we handle cancellations and refunds.
Deposit & Payment:
Your reservation is confirmed upon receipt of your initial deposit of 20% of the total booking value. A confirmation email will be sent to you.
The remaining balance of 80% is due no later than 40 days before your arrival date.
If the remaining balance is not received by the due date, EcoTrilha reserves the right to cancel the reservation without further notice. In this case, the initial 20% deposit will be retained as a cancellation fee and no refund will be issued.
All payments must be made in full before the start of any tour or service. EcoTrilha is not obligated to provide services where full payment has not been received.
Cancellation Costs:
We recognize that situations may change, and we’re here to support you in the best way possible. Please review the following cancellation costs based on the timing of your cancellation.
If you book our services through a travel agency or tour operator, these terms and conditions do not apply. These Terms & Conditions are only valid for travelers who pay directly through our website.
4 To 8 DAYS TOURS (MULTI-DAY TOURS WITH ACCOMMODATION)
Full refund
More than 35 days before arrival
Cancel for any reason and receive a full refund — or keep a gift card with no expiry date for a future adventure.
Gift card
34 to 31 days before arrival
Reschedule for free, or receive a gift card for your deposit. No cash refund at this stage.
No refund
30 to 1 day before arrival or No show on the day of service
Cancellations within 30 days of arrival are non-refundable.
Book with confidence: Most travellers plan well in advance, and our 35-day full refund window gives you plenty of flexibility. We also strongly recommend purchasing trip cancellation insurance through a third-party provider for added peace of mind.
FULL-DAY TOUR (7 HOURS to 3 DAYS WITHOUT ACCOMMODATION)
Full refund
More than 7 days before arrival
Cancel for any reason and receive a 100% refund — or choose a gift card with no expiry date.
Gift card
6 to 3 days before arrival
Reschedule at no charge, or receive a gift card for your deposit. No cash refund at this stage.
No refund
2 to 1 day before arrival or No show on the day of service
100% of the total booking amount will be charged.
HALF-DAY TOUR (2 TO 5 HOURS) OR TRANSFER
Full refund
More than 24 hours before service
Cancel at any time before the 24-hour window and receive a 100% refund — or choose a gift card with no expiry date.
No refund
Less than 24 hours before service or No show on the day of service
Cancellations within 24 hours are non-refundable. 100% of the booking amount will be charged.
GIFT CARD is non-refundable and cannot be exchanged for cash.
We strongly recommend purchasing comprehensive trip cancellation insurance before your travel date. Travel insurance protects you against unforeseen circumstances such as illness, family emergencies, or flight disruptions. Insurance must be arranged independently through a third-party provider of your choice.
CHANGES MADE BY YOU: You are responsible for ensuring that the information provided to Eco Trilha is accurate and up-to-date. Any changes to your name on any booking are subject to Eco Trilha’s approval. Any changes to a booking depend on availability and are subject to the Tour Operator’s permission. Cancellation of any Tour, product, or service included in a booking will not be considered a change for this section’s purposes. The applicable cancellation terms will govern it. No changes are permitted to any booking within 35 days of departure of the first product or service on the applicable booking.
For any complaints, please fill in this form.
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Refunds are governed exclusively by the Cancellations and Refund Policy set out above. No additional refunds will be made for no-shows, early departures, or any unused portion of the itinerary, regardless of the reason.
EcoTrilha is not liable for any loss, cost, or inconvenience caused by events outside our reasonable control, including but not limited to: natural disasters, extreme weather, acts of war or civil unrest, government restrictions or regulations, strikes, pandemics, quarantine measures, theft, third-party or subcontractor failures, or transportation delays and cancellations.
No responsibility is accepted for additional expenses incurred as a result of delays, itinerary changes, or any other cause beyond EcoTrilha’s control. We strongly recommend purchasing comprehensive trip cancellation insurance before travel.
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We recommend using the same payment method for both your deposit and final balance to ensure a smooth transaction process.
If you need to use a different card or payment method for your final balance, please contact us directly and we will send you a secure payment link. Please note that an additional processing fee of 3% applies to supplementary payment transactions.
EcoTrilha processes all payments through secure, encrypted channels. We will never ask you to share card details by email or any unsecured method.
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Eco Trilha is committed to protecting our customer privacy and taking its responsibility regarding customer information security very seriously. We will be clear and transparent about the information we are collecting and what we will do with it.
All personal data is collected and processed by EU data protection laws (GDPR Practices).Your data may be used for the following purposes:
- Providing products and services you request: we use the information you give us to perform the services you have asked for;
- Provide tailored services: we use your data to provide the information we believe is of interest to you, before, during, and after your travel with us and to personalize the services we offer to you;
- Marketing: from time to time, we will contact you with information regarding our services via e-communications. You will have the choice to opt-in or opt-out of receiving such communications by indicating your choice at the booking stage. You will also be given the opportunity on every e-communication that we send you to indicate that you no longer wish to receive our direct marketing material.
- When we no longer need your data, we will securely delete or destroy it. We will also consider if and how we can minimize over time the personal data that we use and anonymize your data so that it can no longer be associated with you or identify you, in which case we may use that information without further notice to you.
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Travel insurance is required for all tours. All guests must hold a valid travel insurance policy that includes coverage for medical expenses, emergency evacuation, trip cancellation, and personal property.
Proof of insurance may be requested before or on the day of the tour. EcoTrilha reserves the right to refuse participation to any guest who cannot provide evidence of adequate coverage.
In the event of a medical emergency, EcoTrilha reserves the right to arrange emergency evacuation or rescue services (including helicopter or ambulance transport) where deemed necessary for the safety of the guest. All costs associated with emergency services are the sole responsibility of the guest and their insurance provider.
Travel insurance must be arranged independently through a third-party provider of your choice.
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Guests travelling with minors are responsible for ensuring all required travel documentation is in order, including any parental consent letters, notarised authorisations, or entry requirements applicable to the destination country.
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EcoTrilha, its owners, employees, agents, and associates assume no liability for personal injury, death, loss or damage to personal property, delays, or additional expenses arising from events beyond our reasonable control, including but not limited to: natural disasters, extreme weather, acts of war or civil unrest, government restrictions, strikes, pandemics, theft, or third-party and subcontractor failures.
EcoTrilha is not responsible for accidents, delays, or losses resulting from the negligence of third parties or causes beyond our control.
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We reserve the right to decline, accept, or retain any person as a tour member for any reason that affects the operation of the tour or the rights or welfare of the other tour members.
It is strictly forbidden to smoke, consume alcoholic beverages and/or food, or use illegal substances (the latter is prohibited at any time during the tour) inside the vehicles. There are outdoor moments and free time during all tours when you will have the opportunity to engage in these activities freely and in moderation (except for the use of illegal substances).
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Guests with medical conditions, physical limitations, dietary restrictions, or any other health considerations must disclose these in writing at the time of booking.
EcoTrilha will make reasonable efforts to accommodate disclosed requirements, but cannot guarantee that all needs can be met due to the nature of our destinations and itineraries. Special requests do not form part of the contract with EcoTrilha.
Certain activities may be inaccessible to guests with limited mobility. All food allergies and dietary restrictions must be disclosed at booking — while we will do our best to accommodate them, we cannot guarantee allergy-free environments at all locations.
EcoTrilha reserves the right to exclude any guest from an activity or tour at any time if their participation poses a risk to their own safety, the safety of the group, or the normal operation of the tour. In such cases, no refund will be issued for the unused portion of the service.
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By participating in an EcoTrilha tour, you grant EcoTrilha and its partners a perpetual, royalty-free, worldwide licence to use photographs and video footage in which you appear for marketing, advertising, and promotional purposes across any media.
If you do not wish to appear in any marketing or promotional material, you must notify us in writing by email before the start of your tour. Guests who have opted out will be identified by our guides to ensure their image is not captured for promotional use.
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If travelers lose or forget personal items in the van or hotel, we will make every effort to retrieve and return these items. Please note the following terms regarding this service:
1. Retrieval and Notification
– Upon discovering a lost item, we will notify the traveler using the contact information provided during booking.2. Shipping and Handling Charges
– We offer to send the retrieved items to the traveler’s home address. However, this service will incur a shipping and handling fee.
– The fee will vary based on the size and weight of the item(s), as well as the destination address.3. Payment
– The traveler will be informed of the total cost prior to shipping.
– Payment must be made in full before the item(s) are dispatched.4. Timeframe
– We will dispatch the item(s) as soon as payment is received. Shipping times may vary based on the destination.5. Liability
– While we will take care to ensure the safe return of lost items, we are not liable for any damages or losses that occur during shipping.6. Unclaimed Items
– If items are not claimed within 30 days of notification, we reserve the right to dispose of them in accordance with local regulations.By using our services, you agree to these terms regarding lost and found items.