Refund Policy
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When a refund applies
Whether a refund is due, and how much, is determined by our cancellation policy. This page covers how an agreed refund is actually processed.
Processing time
Eligible refunds are processed within 7–10 business days of the refund being confirmed. Depending on your bank or card issuer, it may take a few additional days after that to appear on your statement.
Payment method
Refunds are issued to the original payment method wherever possible. If that is not possible — for example an expired card or a closed account — we will arrange an alternative transfer with you directly and may ask for written confirmation of the destination account.
Payment gateway charges
Where a refund is described as “full”, it excludes any payment gateway charges levied by the payment provider on the original transaction. Those charges are not retained by AURALIS and are not recoverable by us.
Partial refunds
Where a partial refund applies, it is calculated on the trek fee you paid, not on any third-party costs you arranged yourself (for example, your own travel to the meeting point or personal accommodation).
What is not refundable
- No-shows at the pickup point.
- Cancellations made less than 72 hours before departure.
- Leaving a trek partway through by personal choice, where the departure itself ran as planned.
- Costs you incurred independently, such as your own transport to the meeting point, gear purchases, or personal accommodation.
- Being turned away at the base for arriving without required equipment after a clear written checklist was provided, or arriving unfit to trek safely.
Group bookings
For group bookings, refunds are calculated per participant against the same windows and are returned to the person who made the payment, not to individual participants, unless we agree otherwise in writing beforehand.
Raising a refund request
Email auralisexperiences@gmail.com with your booking name, trek, departure date and the reason. We will confirm the amount and the expected timeline in writing before processing.
Payments are not yet online
Online payment is not currently enabled on this website. Payments are arranged directly with our team, and refunds follow the same channel. When online payment goes live, this page will be updated to name the payment provider.