Cancellation & Refund Policy

1. Which cancellation conditions apply

Retreats, accommodation, treatment programmes, flights, transfers and excursions may each have different cancellation conditions. Your written quotation and confirmation identify the applicable supplier rules, payment deadlines and any TripClub service fees before you book.

Some deposits, promotional rates, peak-season bookings and airfares are non-refundable or carry substantial charges. There is no single free-cancellation period or refund percentage for all bookings. Mandatory refund and consumer protections take precedence over any conflicting condition.

2. How to request a cancellation

Email hello@healandrest.com with the booking reference, lead traveller’s name, services to cancel and intended travel dates. Use a contact address or number associated with the booking. If travel is imminent, also call the number below and request written acknowledgement.

We will check your request and communicate the supplier’s effective cancellation time, applicable deadline and charges. Sending a message does not by itself mean the supplier has cancelled the reservation. Ask us to confirm its status, particularly near a deadline.

Deadlines follow the time zone stated in the booking terms or supplier confirmation. Cancelling one element does not automatically cancel the others; please identify every service you want cancelled.

3. Cancellation charges and changes

Deductions may include supplier cancellation penalties and any TripClub service or handling fee expressly disclosed and agreed at booking. Bank or currency-conversion charges apply only where disclosed and lawfully recoverable. We will provide a breakdown rather than impose an unpublished blanket percentage.

Date, room, traveller-name or programme changes depend on supplier permission and current availability. A change can involve a fare difference, administrative charge or cancellation and rebooking. We will explain the cost before proceeding.

A late arrival, no-show, missed flight, early departure or unused treatment does not automatically create a refund entitlement. The supplier’s conditions, the reason for the interruption and applicable law determine the outcome.

4. Refund eligibility and approval

We review the confirmed booking terms, cancellation timing, sums paid and any amounts recoverable from suppliers. We then tell you the eligible amount, deductions and status in writing. Where a supplier’s decision is pending, we will identify that dependency.

If you cancel for illness or another serious reason, send only the supporting information reasonably required through an agreed channel. A supplier may consider a waiver, but this is not guaranteed. Insurance claims are assessed separately by your insurer.

If a supplier cancels or materially changes a service, the available refund, alternative or credit follows the applicable booking conditions and statutory rights. We will explain your options; a credit or replacement is not a compulsory substitute for a cash refund where the law requires one.

5. Processing times and payment method

TripClub’s standard refund-processing guidance allows 3–7 days to process a refund that is due. Bank or payment-provider reflection can take 15–45 days. The written refund update will explain whether supplier approval or return of funds is still pending; those stages can affect the overall elapsed time.

Refunds are normally returned through the original payment method to the original payer. We may need reasonable verification to prevent fraud. Never send card passwords, PINs or one-time codes. If the original method cannot receive the refund, our team will agree a verified alternative.

Any supplier-issued credit has its own validity, transfer and redemption conditions. Accept it only after reading those conditions. Contact us with the booking or refund reference if a stated update date passes without confirmation.

6. Disruption, extraordinary events and concerns

Weather events, natural disasters, government restrictions, industrial action and similar disruption are assessed against the agreed booking terms and applicable law. We will seek available supplier waivers or alternatives, but cannot promise recovery of every non-refundable supplier payment. This does not override any mandatory refund entitlement.

For an unresolved refund concern, contact our team and then the TripClub escalation contact below with your payment and booking references. You retain any remedies available under applicable law. Do not send full card details in correspondence.