Our Cancellation Policy

Cancellation by the Customer

Once a partial or full payment has been made, cancellations will be only accepted in writing. If you wish to cancel you must inform us using the “Contact Us” form on this website as soon as possible. 

Your notice requesting a cancellation will only take effect when it is received in writing, and if it is received outside our Customer Service operating hours, it will only be effective from the next working day (see our Customer Service operating hours in the section “Contact Us” of this website). If there are specific cancellation conditions for particular arrangements, these will be referred to in the paragraph headed “conditions” in your enquiry. If no such specific conditions are detailed, cancellation charges set out below. 

Free Cancellation

The COVID-19 pandemic has not only created an unparalleled impact on health and economy globally, but it has also changed fundamental behaviors with regards to travelling. In response to such changes, Orion Traveller is applying exceptional measures that will facilitate the recovery of the travel, especially for customers that are willing to travel despite the uncertainty.

You can request a cancellation anytime and for any reason 45 days before your departure. In this case, 100% of the price paid for your trip will be returned to you and no penalties or cancellation fees will be applied.

Once the cancellation is informed by you.

Our Customer Service will notify you as soon as the transaction has been completed.

Only transaction fees will be reduced from your total balance.

Protection in case of COVID-19 infection by the passengers

Additionally, to the previously defined “free cancellation policy”, your booking will be protected in case you test positive of COVID-19. In this case, we shall return 100% of the price paid for your trip in travel credit and no penalties or cancellation fees will be applied.

The following conditions will apply:

• The infection must occur to you or the passengers confirmed in your booking.
• A certificate must be delivered by a physician with the proof of a positive test issued by an officially recognized medical organization. The supporting documentation must be sent to our Customer Service team before the departure date using the “Contact Us” form on our website.
• The infection must be produced within the 7 days before departure.

Other Cancellation by you

For cancellations requested after 45 days (once the Free Cancellation term have expired), since we incur costs in cancelling your travel arrangements, such as for the flights which are non-refundable in all cases, penalties and cancellation fees shall apply to packages and/or services based on the anticipation of the contract termination, as indicated below. 

Period before departure in which you notify us:

• 45 to 15 days prior to departure, 30% of the total holiday cost will be deducted as penalty.
• Less than 15 days prior to departure, 75% of the total holiday will be deducted as penalty.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

We will deduct the cancellation charge(s) from any money you have already paid to us. If you are entitled to a refund, this will be issued within 3 days of the date you inform Orion Traveller of the cancellation.

Cancellation by Orion Traveller

Orion Traveller reserves the right to:

• Change the date of departure or conclusion of the trip.
• Modify any non-essential aspect of the trip.
• Cancel or modify the trip or any route within the trip or objectives set out in the itinerary.
• Cancel the trip in case of not having the minimum quota of registered people/travelers to consolidate and execute the trip.

In the event of any change, modification, cancellation, postponement or delay under this condition, you acknowledge that you will have the right of full refund of your trip or accepting the new conditions.

COVID-19 protection in case of travel ban

The COVID-19 pandemic has not only created an unparalleled impact on health and economy globally, but it has also changed fundamental behaviors with regards to travelling. In response to such changes, Orion Traveller is applying exceptional measures that will facilitate the recovery of travel, especially for customers that are willing to travel despite the uncertainty.

If you can’t travel due to any of the following cases, you will be able to make a free reschedule (no fees or penalties applied):

• Borders closed to visitors – there is an official travel ban from the destination country, where a government resolution has been issued forbidding the entry of foreign visitors.
• Government restrictions in origin – there is an official travel restriction from the country of origin where a government resolution has been issued forbidding the travel to the relevant destination.
• Mandatory quarantine at destination – there is an official mandate to go on quarantine at the relevant destination and it cannot be avoided by any alternative measure (negative COVID-19 test, for instance).
• Airline not operative – the relevant airline is not operating the scheduled flight as a consequence of a COVID-19 lockdown.

When rescheduling, you must pay any extra costs or charges incurred or imposed by any of our suppliers (for instance, the increase of the flight price due to changing of the date).

If we are unable to offer you a reschedule, we shall migrate the funds paid for you.

Our Customer Service will notify you as soon as the transaction has been completed.

Other Cancellation by Orion Traveller: 

Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by Force Majeure i.e., any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concern’s control.

We consider a pandemic like COVID-19 a force majeure event. However, due to the fact that COVID-19 has been of an unparalleled impact for the travel industry, both businesses and travelers.

 Orion Traveller has defined a series of special conditions to facilitate the recovery of our activity. These special conditions have been described in detail in the previous section.

For group travels, Orion Traveller designs specific arrangements in destination considering a certain quantity of passengers therefore in some cases if the minimum number is not reached, we reserve the right to cancel your booking and addresses as a “major change” with the conditions.