Refund Policy

Refund Eligibility

Refunds are granted in the following circumstances:

1. Timely Cancellations

Cancellations made according to the vendor's cancellation policy timeline. See our Cancellation Policy for specific timeframes.

2. Vendor Cancellations

If the vendor cancels your confirmed booking, you receive a full refund with no deductions.

3. Service Not Provided

If the vendor fails to provide the booked service, full refund applies. You must file a dispute within 48 hours of scheduled service date.

4. Service Significantly Different

If the service provided differs materially from what was advertised:

• Different accommodation standard
• Missing advertised inclusions
• Significant itinerary changes without notice

Partial or full refunds may be granted after review.

Non-Refundable Circumstances

• Customer no-shows without prior cancellation
• Late cancellations (within vendor's no-refund period)
• Customer-caused disruptions
• Personal dissatisfaction with subjective elements (e.g., weather, food preferences)
• Failure to meet at designated meeting point

Refund Amounts

Processing Fees

A processing fee of $5 or 3% (whichever is higher) applies to all refunds to cover payment processing costs.

Tiered Refunds

Based on cancellation timing (see Cancellation Policy):

• 100% refund: 30+ days before service
• 50% refund: 15-29 days before service
• 25% refund: 7-14 days before service
• 0% refund: Less than 7 days before service

These are default tiers; individual vendors may have different policies.

Refund Process

How to Request a Refund

1. Log in to your account
2. Navigate to "My Bookings"
3. Select the relevant booking
4. Click "Request Refund"
5. Provide reason and any supporting documentation
6. Submit request

Review Timeline

• Automatic Refunds: Processed immediately (vendor cancellations, early cancellations)
• Review Required: 3-5 business days for admin review
• Dispute Cases: Up to 14 business days for investigation

Payment Timeline

Once approved, refunds are processed to your original payment method within:

• Credit/Debit Cards: 5-7 business days
• Bank Transfers: 7-10 business days
• Mobile Money: 3-5 business days

Partial Refunds

Partial refunds may be issued when:

• Only part of the service was unsatisfactory
• Some inclusions were missing
• Service was shortened but still provided

Amount is determined case-by-case by our dispute resolution team.

Refund Methods

Refunds are issued to the original payment method used for booking. We cannot issue refunds to different cards or accounts for security reasons.

Currency & Exchange Rates

If your original payment was in a currency other than USD:

• Refunds use the exchange rate at time of refund, not booking
• Minor discrepancies may occur due to rate fluctuations
• Currency conversion fees by your bank are not refundable

Chargebacks

Important: Filing a chargeback before contacting us may result in:

• Delayed resolution
• Account suspension
• Forfeiture of refund eligibility

Please contact our support team first. We are committed to fair resolution.

Travel Insurance

We strongly recommend purchasing travel insurance for:

• Medical emergencies
• Trip cancellations
• Lost baggage
• Travel delays

Insurance may cover cancellations that fall outside our refund policy.

Dispute Resolution

If you disagree with a refund decision:

1. Request detailed explanation from support team
2. Provide additional evidence if available
3. Escalate to senior management if needed
4. Final decisions are made within 30 days

Contact Information

For refund inquiries or disputes:
Email: info@letsgotoethiopia.com
Phone (USA): +1 (612) 702-4651
Phone (Ethiopia): +251 911 46 5030
Business Hours: Mon-Fri, 9:00 AM - 6:00 PM EAT