If you cancel
To cancel, message us on WhatsApp or email us. What you get back depends on how many days before the departure date your message reaches us:
| When you cancel | You get back |
|---|---|
| 7 days or more before the departure date | 90% |
| 3 to 6 days before | 60% |
| 1 or 2 days before | 30% |
| On the departure date, or if you don't turn up | No refund |
The percentages are of the total trip price, after any discount. If you've paid only part of it so far, the cancellation charge — the part we keep — comes out of what you've paid, and we refund the rest.
If we cancel
We may have to cancel a trip because of a natural disaster, severe weather, unrest, too few bookings, or other circumstances we can't foresee. If we do, we'll tell you as early as we can, and you choose one of these:
- move to another departure or another trip, paying — or getting back — any difference in price;
- a credit note for everything you've paid, to use on any Viraama trip within a year; or
- a full refund of everything you've paid us.
We aren't responsible for costs you've paid elsewhere — your own travel to or from the departure point, for example, or bank charges.
If we change a trip
Sometimes we have to make small changes — the order of the stops, or a substitute stop — because of weather, traffic or other things outside our control. No compensation is payable for these.
If we have to make a significant change before departure — different dates, a different destination, or a lower standard of stay — we'll tell you in advance, and you can accept it, move to another trip, or take a full refund.
Changing dates or passing on your seat
Passing on your seat. You can transfer your booking to someone else, with our approval, if you ask at least 2 days before the departure date. There's a small administrative fee, which we'll tell you before you confirm.
Moving to another date. Ask as early as you can, and at least 2 days before your departure date. It depends on seats being free on the new date, and you pay — or get back — any difference in price. If there's no other departure you can join, the cancellation charges above apply. If you later cancel a booking you've moved, your refund is worked out from the original departure date.
Unused services
We can't refund any part of a trip you don't use — a missed departure, a late arrival, leaving early, or skipping a stay, meal, activity or sightseeing stop — whatever the reason, including illness or a family emergency.
Delays
We aren't responsible for extra costs caused by delays outside our control, such as traffic, road closures, weather, or a late train, bus or flight you've booked to reach the departure point.
Bookings made elsewhere
Anything you book or pay for directly with someone else — train, bus or flight tickets, extra hotel nights, or activities paid to an operator on the day — follows that provider's own refund rules.
How refunds are paid
We process refunds within 7 working days of receiving your cancellation request — or, if we cancelled, of you choosing a refund. The money goes back to the account or payment method you paid from; your bank or payment app may take a few more days to show it.
Late or missing refunds
If a refund hasn't reached you yet:
- check your bank account or payment app again;
- contact your bank — there's often a delay before a refund appears;
- if it still hasn't arrived, message us with your booking details and we'll trace it.
Complaints and claims
Send any complaint or claim about a trip in writing — on WhatsApp or by email — within 10 days of the trip ending, so we can look into it while the details are fresh.
Changes to this policy
We may update this policy from time to time. The version on this page on the day you book is the one that applies to your booking.