Cancellation Policy
1. Purpose and Scope
1.1 This Cancellation Policy sets out the basis on which HELVETII Hikes Ltd (“HELVETII”, “we”, “us”, “our”) treats cancellations, refunds and changes in respect of bookings made for its UK trips, events and experiences (“Trips”) and international trips (“International Trips”).
1.2 This Policy applies to all bookings for all UK Trip types, including Day Adventures and Multi-Day Trips (Hikeaways, Coastaways, Campaways). This policy does not apply to International Trips operated by Ultimate Adventure Travel Ltd. Those bookings are governed by their own Booking Terms and Conditions.
1.3 This Policy forms part of the HELVETII Booking Terms and Conditions. By completing a booking, you confirm that you have read, understood and accepted this Policy. You will be required to confirm your acceptance of this Policy, together with our Terms and Conditions, at the point of booking before payment is taken.
1.4 We plan each Trip carefully and commit to accommodation, logistics, suppliers and staff well in advance. Our costs are committed accordingly, which is the basis for the terms set out below.
2. Payments and Refunds
2.1 All bookings, for all Trip types, are non-refundable. Once a booking is confirmed, the amount paid is not refundable except in the limited circumstances expressly set out in this Policy (namely, cancellation by HELVETII under Section 5, and the discretionary provisions for multi-day Trips under Section 4).
2.2 No refund, credit or price reduction will be due where you choose not to use part of the booked services, arrive late, leave early, or are unable to participate due to your own fitness, equipment, conduct, or failure to follow reasonable instructions.
2.3 Payment is required in full at the time of Booking, unless a deposit option is offered for that Trip.
2.3.1 Deposits. Where a deposit option is offered, the deposit secures your place and forms part of the total price. Deposits are non-refundable in all circumstances.
2.3.2 Balance payments. The balance is due by the date shown at the point of Booking, which will normally be 28 days before the Trip start date. Bookings made within 28 days of the start date must be paid in full at the time of Booking. A deposit option is not available on those bookings.
2.3.3 Balance payment process. We will email you a payment link in advance of the balance due date. If the balance has not been received by that date, we will send a final reminder. If payment has not been received within five working days of the due date, your Booking will be cancelled, the deposit retained, and your place released for resale.
3. No Transfers
3.1 Places are personal to the named Participant and cannot be transferred. This applies to all Trip types.
3.2 If you are unable to attend a Trip, you may not:
- Transfer or give your place to another person;
- Transfer your booking to another Trip; or
- Transfer your booking to another date.
3.3 This position applies consistently across all Trips. Each Participant must book their own place directly with HELVETII, so that every Participant has individually accepted our Terms and Conditions and confirmed their own suitability for the Trip.
4. Multi-Day Trips — Limited Discretionary Provisions
4.1 For multi-day Trips only (Hikeaways, Coastaways, Campaways), we may exercise discretion in the two limited circumstances set out below. Any refund or credit under this Section is offered entirely at the sole discretion of HELVETII Hikes Ltd, is not a right, and does not affect the general non-refundable nature of bookings.
4.2 Discretionary resale. Where a multi-day Trip is fully sold out and you are unable to attend:
- We may, at our sole discretion, offer you a refund if we are able to fill your place with a new paying customer;
- We will only consider this once all remaining places on the Trip have been sold. Where places remain unsold, those places will be sold first, and we will not consider a refund of your booking;
- We are under no obligation to resell your place or to offer any refund; and
- This is not a transfer of your place. Any new Participant books directly with HELVETII in the usual way and on the usual terms.
4.3 Exceptional circumstances. Where you are prevented from attending a multi-day Trip due to genuine exceptional circumstances (such as serious illness, injury or bereavement):
- You should contact us as soon as possible at info@helvetiihikes.com;
- We will consider your circumstances on a case-by-case basis, entirely at our discretion;
- We may request reasonable supporting evidence; and
- Any refund, credit or goodwill gesture offered is made at our sole discretion.
5. Cancellations and Changes by HELVETII
5.1 In the unlikely event that we cancel a Trip before it takes place, for any reason other than your conduct or your breach of our Terms and Conditions, you will be offered the choice of a full refund of any payment made for that Trip, or moving your booking to an alternative Trip (subject to availability and any difference in price).
5.2 Where we make a significant change to a Trip before it takes place (for example, a material change to the itinerary, dates or accommodation), we will inform you as soon as reasonably possible and offer you the choice of accepting the change, moving to an alternative Trip, or cancelling your booking for a full refund of any payment made for that Trip.
5.3 We may make minor changes to a Trip (for example, to the route, timings or specific activities) without notice, and such changes do not entitle you to a refund.
5.4 We will not be liable for any cancellation or change caused by circumstances beyond our reasonable control (including severe or unsafe weather, natural events, supplier failure, illness, or other events amounting to force majeure). In such circumstances we will act reasonably and, where possible, offer an alternative Trip or a refund; we will not, however, be liable for any additional costs you incur, such as travel or personal expenses.
6. Weather
6.1 Our Trips run in a variety of weather conditions and are not cancelled due to normal or expected weather. Only severe or unsafe conditions, as determined by HELVETII Hikes Ltd, will result in the modification of routes or activities, or the cancellation of a Trip.
6.2 Where a Trip proceeds in normal or expected weather and you choose not to attend, the non-refundable terms in this Policy apply.
7. Your Statutory Cancellation Rights
7.1 Because our Trips are contracts for the supply of leisure services on a specific date or during a specific period, the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to your booking.
7.2 Nothing in this Policy affects any statutory rights you may have that cannot be excluded by law, including under the Consumer Rights Act 2015 and the Package Travel and Linked Travel Arrangements Regulations 2018.
8. How to Contact Us
8.1 If you need to notify us that you are unable to attend a Trip, or wish to raise a matter under this Policy, please contact us in writing at info@helvetiihikes.com as soon as possible.
9. Relationship to Other Policies
9.1 This Policy forms part of, and should be read together with, the HELVETII Booking Terms and Conditions. Where there is any conflict between this Policy and the Terms and Conditions in respect of cancellations and refunds, this Policy shall prevail.
10. Acceptance of this Policy
10.1 By completing a booking, you confirm that you have read, understood and accepted this Cancellation Policy. You will be required to confirm your acceptance at the point of booking, before payment is taken.
11. Review of this Policy
11.1 This Policy shall be reviewed at least annually, following any material change in relevant consumer or travel law, and following any material change in HELVETII’s operations.
11.2 All material updates will be approved by the Director and reflected in a revised version of this document.
HELVETII Cancellation Policy — August 2026