Cancellations & refunds

Keep your booking reference handy. It helps us find your trip and explain the options available to you.

Check your tour’s policy

Cancellation deadlines, charges and refund eligibility depend on the policy shown on the selected tour and saved with your reservation. Where the policy requires confirmation from the team, obtain those details before paying. There is no single cancellation deadline for every trip.

Request a change or cancellation

Contact Zoom Travel with your booking reference, travel date, the name on the reservation and your request. Changes are subject to availability and any price difference must be agreed before a revised booking is confirmed.

Refunds for card payments

If a refund is due under your booking’s terms, the team arranges it through the payment provider to the card used for the original payment. Refunds are handled by the team; cancelling a reservation does not automatically send a refund. We will confirm the approved amount and processing status. The time until it appears on your statement depends on the payment provider and your card issuer.

Expired holds & payment issues

If an unpaid hold expires, its places are released. A payment received after a hold has expired may require team review: we will need to resolve availability or a refund before the trip can be confirmed. If you see a charge but no confirmation, contact us before paying again.

Something wasn’t right?

Send your booking reference, the date of the service and a description of the problem using our contact details. Include relevant supporting information, but never send card numbers or security codes. The team will review your complaint and explain the proposed resolution and any applicable refund.