Cancellation and Refund Policy

2. Changes and cancellations by you

• Change request: up to 24 hours before start, subject to availability, confirmed by email.
• Over 48 hours before start: full refund less non-refundable third-party fees.
• 24–48 hours: 50% refund of prepaid amounts.
• Under 24 hours or no-show: no refund.

3. Cancellations by us

If we cancel a confirmed booking for operational reasons, choose a full refund or a free reschedule.

4. Weather and availability

Weather-dependent or third-party services may be rescheduled at no cost; if rescheduling is impossible, you receive a full refund. Safety decisions are final.

5. Deposits and refunds

Deposits secure bookings and apply to the total price; they are refundable under clauses 2–3, otherwise non-refundable. Approved refunds are issued to the original payment method within 14 calendar days. Bank processing times and currency conversion differences are not reimbursed.

6. Complaints and disputes

Write to contact@tweloria.com or call +380 962 618 5202. We reply within 14 calendar days. Unresolved disputes may be referred to the State Service of Ukraine for Food Safety and Consumer Protection or a competent court in Kyiv, Ukraine.

7. Legal framework

Governed by Law of Ukraine "On Consumer Protection" No. 3153-IX dated 10 June 2023; Law of Ukraine "On Electronic Commerce" No. 675-VIII dated 3 September 2015; Law of Ukraine "On Advertising" No. 270/96-VR dated 3 July 1996; Law of Ukraine "On Tourism" No. 324/95-VR dated 15 September 1995; and Law of Ukraine "On Personal Data Protection" No. 2297-VI dated 1 June 2010.