Refund Policy

Plans change. Here's what happens to your money when they do.

The policy on the trip page when you paid is the one that applies to your booking. It's locked in at that moment — if the guide changes it later, yours stays as it was. This page explains how those policies work.

The three policies

Every trip uses one of these, chosen by the guide and shown before you pay. The percentage is of what you paid.

Flexible

• More than 7 days before — 100%
• 3 to 7 days before — 100%
• 1 to 3 days before — 50%
• Less than 24 hours before — nothing

Moderate

• More than 7 days before — 100%
• 3 to 7 days before — 50%
• Less than 3 days before — nothing

Strict

• More than 7 days before — 50%
• Less than 7 days before — nothing

How we count the time

From the moment you cancel to the moment the trip starts. So if you cancel with four days to go, you're in the 3-to-7-day band.

Changed your mind straight away?

Cancel within 24 hours of booking, with more than 7 days still to go, and you get everything back — whichever policy the trip uses.

This mostly matters on Strict trips. On Flexible and Moderate you'd already be at 100% that far out.

How to cancel

Use the link in your confirmation, sign in and cancel from your bookings, or email us.

Cancelling through the link asks for a short code sent to the booking's own contact details — the link can be forwarded, and cancelling can't be undone.

Where the money goes

If you cancel, your refund comes back as platform credit, ready to use on your next trip. Prefer it back on your card? Ask us within 30 days, as long as it's 50 SAR or more.

If the guide cancels, or we do, or you opt out of a big change, it goes straight back to your card. That wasn't your decision to make.

If you paid partly with credit, that part comes back as credit — there's no card payment to reverse for it.

Card refunds go out as soon as they're approved. When they land is up to your bank, usually a few days.

If the guide or Solstice cancels

You get everything back, whatever the trip's policy says. That policy covers what happens when you cancel — it never reduces what you get when we do.

We may be able to offer you another date or another guide. You're not obliged to take it, and it isn't a condition of your refund.

Weather and safety

Sometimes a trip can't run and it's nobody's fault — weather, road closures, a call from the authorities, or a guide's judgement on the day that conditions aren't safe.

You get everything back. And we'd rather refund a trip than have it go ahead when the guide isn't comfortable with it.

If the trip changes after you book

Small tweaks to wording or photos just happen. But if something real changes — the itinerary, what's included, what to bring, the safety notes — we review it first, then tell you.

If it's a significant change, you get 48 hours to either accept it or cancel for a full refund, no matter how close the trip is.

A price change isn't one of these. Your price was locked when you paid, so a later change only affects new bookings.

If you don't make it

If you don't reach the meeting point in time, there's no refund. The guide held your place, made the journey, and usually turned other people away.

If something happened that we should know about, tell us anyway. We'd rather hear it.

If the guide doesn't show

You get everything back. Let us know as soon as you can — ideally right from the meeting point — so we can try to reach them.

Platform credit

• Use it on any future booking. It's applied automatically at checkout unless you'd rather it wasn't.
• It expires 12 months after it's issued.
• Refund credit can usually be taken as cash to your card instead, if you ask within 30 days and it's at least 50 SAR.
• It belongs to the account it was issued to, can't be transferred, and has no value outside Solstice.

Refunds go back to whoever paid

Always — not to whoever pressed cancel.

Someone who can confirm the contact details on a booking can manage and cancel it. That's what lets a trip booked for a family member be handled by the person actually going. What they can't do is send the money somewhere else.

If a refund came back as credit and you can't find it, sign in with the mobile number or email used for the booking. Not sure which? Ask us.

Questions, or disagree with something?

Email info@oursolstice.com with your booking reference. We'll come back to you quickly, usually within a day.

If you're not happy with an answer, say so and we'll take another look. Please come to us before going to your bank — a chargeback freezes the booking while it runs, and it's almost always slower than just asking.

Private groups

Same policies, unless the trip page says otherwise. Worth a look before you pay.

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Solstice is operated by Qumm Shams for Trips Company, Riyadh, Kingdom of Saudi Arabia — info@oursolstice.com