Last updated: 14 October 2026
This Booking & Cancellation Policy sets out how bookings, cancellations, changes and refunds are handled for tours, activities and transfers booked on www.jollyeast.com. As JollyEast sells travel services rather than physical goods, this policy also serves as our return and refund policy. Our cancellation charges exist only to cover the direct costs we incur once your trip is confirmed, such as guide and driver scheduling, vehicle hire, entrance tickets, train tickets and hotel reservations made on your behalf.
By completing a booking on our website, you confirm that you have read, understood and agree to this Booking & Cancellation Policy. The person making the booking (the “lead traveller”) accepts this policy on behalf of everyone in the travel party.
1. How to Cancel, Change or Request a Refund
- Online (recommended): log in to your JollyEast account, go to My Bookings, open the booking concerned and submit a cancellation, refund or change request. Please tell us briefly what you would like to cancel or change.
- By email: if you booked as a guest or cannot access your account, the lead traveller can email info@jollyeast.com with the booking number and the request.
- The notice period is measured from the date and time we receive your request to the scheduled departure date and time of the tour. Online requests are time-stamped automatically when submitted.
- Your request is reviewed by our team and only takes effect once JollyEast has confirmed it to you by email. If a request cannot be approved, we will explain why.
2. Cancellation and Amendment Charges
As costs begin to arise as soon as your booking is confirmed, the charges below apply from the moment we receive your request. Amendments to a confirmed booking (such as changing the travel date or tour) are treated in the same way as cancellations, although we will always try to accommodate changes where our local suppliers allow. Reducing the number of travellers in a booking counts as a cancellation for the travellers removed.
2.1. Standard Day Tours, Multi-Day Tours and Group Tours
| Notice before departure | Refund |
|---|---|
| More than 14 days | 100% |
| Less than 14 days but more than 48 hours | 50% |
| Less than 48 hours | No refund |
More than 14 days’ notice: you will receive a full refund of the booking amount.
Less than 14 days’ notice: you will receive 50% of the booking amount. The remaining 50% is non-refundable, as it covers the costs we have already committed for your guide, transport, reservations and other arrangements.
Less than 48 hours’ notice: no refund can be given, as guide, vehicle, ticket and other supplier costs have usually already been paid or can no longer be cancelled.
2.2. Private and Customised Day Tours
| Notice before departure | Refund |
|---|---|
| More than 72 hours | 90% |
| Less than 72 hours | No refund |
More than 72 hours’ notice: you will receive 90% of the booking amount. The remaining 10% is non-refundable, as it covers the work of planning, booking and preparing your private itinerary.
Less than 72 hours’ notice: no refund can be given, as your private guide, driver and vehicle have been reserved exclusively for you.
2.3. Private and Customised Multi-Day Tours (1–9 travellers)
| Notice before departure | Refund |
|---|---|
| More than 14 days | 90% |
| Less than 14 days but more than 72 hours | 50% |
| Less than 72 hours | No refund |
More than 14 days’ notice: you will receive 90% of the booking amount. The remaining 10% covers itinerary planning, booking and preparation costs.
Less than 14 days’ notice: you will receive 50% of the booking amount. The remaining 50% covers the cost of cancelling hotels, transport, tickets and other arrangements made for your trip.
Less than 72 hours’ notice: no refund can be given, as guide, transport, accommodation and other costs have already been incurred.
2.4. Large Private and Customised Groups (10 or more travellers)
| Notice before departure | Refund |
|---|---|
| More than 8 weeks | 90% |
| Less than 8 weeks but more than 4 weeks | 50% |
| Less than 4 weeks | No refund |
More than 8 weeks’ notice: you will receive 90% of the booking amount. The remaining 10% covers itinerary planning, booking and preparation costs.
Less than 8 weeks’ notice: you will receive 50% of the booking amount. Group arrangements such as coaches, hotel room blocks, restaurants and group tickets are secured well in advance, and the remaining 50% covers the cost of releasing them.
Less than 4 weeks’ notice: no refund can be given, as group suppliers will already have been paid or will charge in full for cancellation.
3. Extras and Add-ons
Extras booked as part of a tour, such as additional tickets, upgrades or extra services, follow the same cancellation terms as the tour they were booked with. Once the tour has started, extras are non-refundable.
4. Missed Pick-ups, No-shows and Unused Services
Please be ready at your pick-up point or meeting point at the time stated in your booking confirmation. No refund is given if you miss the pick-up, arrive late, do not show up, leave a tour after it has started, or do not use services included in the price (such as meals, entrance tickets or accommodation).
5. Checking Your Booking Details
After booking, you will receive a confirmation with your booking number and tour details. Please check it carefully, including the travel date, number of travellers and traveller names, and contact us straight away if anything is incorrect. Corrections become harder, and may not be possible, as the departure date approaches. JollyEast cannot be held responsible for errors in the information provided at the time of booking.
6. Changes or Cancellation by JollyEast
We may need to change or cancel a tour because of severe weather, natural events, attraction or road closures, government instructions, safety concerns or insufficient participants. If we cancel your tour before departure, you can choose an alternative date or a tour of equal value, or receive a full refund of the amount paid for the cancelled service. JollyEast is not responsible for related costs booked separately, such as flights, visas, travel insurance or accommodation not booked through us.
7. How Refunds Are Paid
- Approved refunds are processed as quickly as possible and returned to the original payment method used at the time of booking.
- Refunds are made in the currency in which the booking was paid. JollyEast is not responsible for currency exchange differences or for fees charged by your bank or card issuer.
- Once a refund has been processed on our side, the time it takes to reach your account depends on your bank or payment provider, and we cannot be responsible for delays on their side.
8. Bookings Made Through Other Agents or Platforms
If you booked a JollyEast service through another travel agent or online platform, please send your cancellation or refund request to that agent or platform, as their terms will apply.
9. Travel Insurance
We strongly recommend comprehensive travel insurance that covers trip cancellation, medical expenses and personal belongings, as it may reimburse charges that are not refundable under this policy.
10. Contact Us
If you have any questions about this Booking & Cancellation Policy or need help with a request, please contact us at info@jollyeast.com.
This Booking & Cancellation Policy forms part of our Terms & Conditions.