Last Updated: May 15, 2024
At Orbital Matrix, we understand that plans can change. This Refund Policy outlines our procedures for cancellations, refunds, and changes to bookings. Our goal is to provide clear and fair terms while balancing our commitments to suppliers and other travelers.
The refund amount you are eligible to receive depends on several factors, including:
All cancellations must be submitted in writing via email to [email protected] or through our online cancellation form available in your customer account. The date we receive your cancellation request will be considered the official cancellation date.
Unless otherwise specified in your booking confirmation, the following standard cancellation fees apply to package tours organized by Orbital Matrix:
| Days Before Departure | Cancellation Fee | Refund Amount |
|---|---|---|
| 60+ days | 10% of total booking cost | 90% of total booking cost |
| 59-45 days | 25% of total booking cost | 75% of total booking cost |
| 44-30 days | 50% of total booking cost | 50% of total booking cost |
| 29-15 days | 75% of total booking cost | 25% of total booking cost |
| 14-0 days | 100% of total booking cost | No refund |
Please note: The deposit amount (typically 20% of the total booking cost) is non-refundable in most cases, regardless of when you cancel.
Flight bookings are subject to the specific airline's cancellation and refund policies. Most airlines offer different fare classes with varying levels of flexibility:
Orbital Matrix charges a service fee of £50 per person for processing airline refunds, in addition to any airline-imposed fees.
Hotel cancellation policies vary by property and rate type:
The specific cancellation policy for your hotel booking will be clearly displayed during the booking process and in your confirmation email.
Custom itineraries and private tours involve significant planning and resources. These bookings are subject to stricter cancellation terms:
Group bookings (10 or more travelers) have specialized cancellation policies that will be provided at the time of booking. These typically include staggered deposit requirements and more restrictive cancellation terms.
Standard refunds are provided according to the schedules above when you choose to cancel for any reason. Full or partial refunds outside of these schedules may be considered in the following circumstances:
Refunds will not be provided in the following situations:
To request a refund, follow these steps:
Refund processing times vary based on the payment method and travel providers involved:
We aim to process all refund requests within 5 business days of receiving a complete cancellation request with all required documentation.
Refunds will be issued to the original payment method used for booking. If this is not possible (e.g., expired credit card), we will contact you to arrange an alternative refund method.
We strongly recommend purchasing comprehensive travel insurance at the time of booking. Travel insurance can provide coverage for many circumstances that our standard refund policy does not cover, including:
Orbital Matrix offers travel insurance options during the booking process, or you may purchase coverage from your preferred provider.
For an additional fee of 10% of your booking value, you can add our Flex Booking option, which provides:
Flex Booking must be purchased at the time of your initial booking and cannot be added later.
If you need to cancel your trip but plan to travel later, you may opt to receive a travel credit instead of a refund. Travel credits:
For bookings affected by COVID-19 restrictions, our policy is as follows:
You must provide documentation of travel restrictions that directly impact your booking.
In cases of force majeure (natural disasters, war, civil unrest, terrorism, pandemics, etc.), Orbital Matrix will make reasonable efforts to provide refunds or credits, but this may be limited by the policies of our suppliers and circumstances beyond our control.
Some promotions, special offers, and customized itineraries may have different refund terms. These exceptions will be clearly communicated during the booking process and in your booking confirmation. Always review the specific terms applicable to your booking.
Orbital Matrix reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website and will apply to bookings made after the posting date. Existing bookings will remain subject to the policy in effect at the time of booking unless otherwise required by law.
If you have questions about our Refund Policy or need assistance with a cancellation, please contact our Customer Service team:
Orbital Matrix Customer Service
18 Moore Land South, Carolebury, L36 3RN, United Kingdom
Email: [email protected]
Phone: +448568298051
Hours: Monday-Friday, 9:00 AM - 6:00 PM GMT
For urgent matters outside of business hours, please use our 24/7 emergency assistance line: +448568298099
Thank you for choosing Orbital Matrix. We appreciate your understanding of our refund policies and look forward to providing you with exceptional travel experiences.