Refund policy

Cancellation & Refund Policy

Last updated: [publication date]

Every Sensanium journey is individually curated. This policy explains our payment arrangements, cancellation conditions and refund process.

It forms part of your booking agreement alongside your personalised proposal and our Booking Terms. Your statutory rights take priority over any conflicting provision.

1. Securing your journey

Full payment is required at the time of booking.

Before payment, you will receive a personalised proposal setting out your accommodation, experiences, inclusions, exclusions, total price and cancellation conditions.

Your journey is confirmed when payment has been received and Sensanium has issued written booking confirmation. If we cannot confirm your requested arrangements, we will offer alternatives for your approval or refund the payment received.

Full payment does not make your booking automatically non-refundable.

2. Cancelling your booking

Please send your cancellation request to [booking email], including your name and booking reference.

Cancellation takes effect when we receive your clear written request. We will acknowledge receipt and explain the applicable cancellation charge and refund.

Cancellation periods are measured before your departure date, rather than from the date you booked.

3. Cancellation charges

Unless different conditions were clearly disclosed and agreed before booking, the following standard schedule applies, subject to the adjustments and statutory rights below:

Notice received before departure	Cancellation charge	Refund before any required adjustment
85 days or more — more than 12 weeks	30% of the total journey price	70%
56–84 days — 8 to 12 weeks	50%	50%
28–55 days — 4 to under 8 weeks	75%	25%
0–27 days — less than 4 weeks	100%	0%

Cancellation charges must be appropriate and justifiable. They take account of the time remaining before departure, expected costs saved and income from alternative use of the services.

We will reduce the charge where required to reflect these factors and provide justification on request. Supplier costs will not automatically be added to the schedule or counted twice.

Any journey-specific cancellation conditions will be supplied before you accept and pay for your booking.

4. Changing your arrangements

If you wish to change your dates, accommodation or experiences, please contact us promptly.

Changes depend on availability. We will explain any price difference and reasonable amendment costs before you decide whether to proceed.

If a change is unavailable, your existing booking remains in place unless you choose to cancel. Any statutory right to transfer a package booking to another eligible traveller remains unaffected.

5. Cancellation or significant changes by Sensanium

If Sensanium cancels your journey, we will provide the refund and any compensation required by applicable law.

If a significant change to a package becomes necessary, we will explain your options and the deadline for responding. Where the law provides, you may accept the change, accept an offered alternative or terminate without a cancellation charge.

You will not be required to accept a voucher instead of a monetary refund where you are entitled to repayment.

6. Exceptional circumstances

The standard cancellation schedule does not apply where applicable law gives you a right to terminate without a fee.

This includes qualifying unavoidable and extraordinary circumstances that significantly affect the performance of a package or transport to its destination.

We assess each situation according to the circumstances and applicable law. Your statutory refund rights remain unaffected.

7. Illness and personal circumstances

Illness, changes of plans or other personal circumstances do not automatically entitle you to a full refund. We will apply the relevant booking conditions and your statutory rights.

We recommend arranging suitable travel insurance when you book, including cover for cancellation, medical expenses and your planned activities.

We can provide relevant documentation to support an insurance claim. Insurance does not replace any refund obligation Sensanium has.

8. Unused or interrupted experiences

A refund is not automatically available if you arrive late, leave early or choose not to use a confirmed service.

We will consider the circumstances, recoverable amounts and applicable rights. This does not restrict your remedies where services were not delivered as agreed or where you lawfully terminate your booking.

Please report problems promptly so we have an opportunity to assist.

9. Flights and separately contracted services

International flights are excluded unless expressly included in your confirmed proposal.

Where you enter into a separate contract directly with an airline or another provider, its disclosed cancellation conditions may apply. Any Sensanium coordination fee will be explained before you agree to the service.

Supplier conditions do not override your statutory rights or our responsibilities for services forming part of a package organised by Sensanium.

10. Included devices and personal items

Where your journey includes an Oura Ring or another physical item, your proposal will explain its value, delivery arrangements and treatment if the journey is cancelled.

Any return requirement or deduction must be disclosed before booking, lawful and justified. The same cost will not be deducted twice.

Your statutory rights concerning faulty or misdescribed goods remain unaffected.

11. Refund timing and payment method

For terminated package bookings, refunds due will be made without undue delay and no later than 14 days after termination, where required by applicable law. Other refunds will follow the applicable legal deadline.

Refunds are normally returned to the original payment method, unless another method is agreed without additional cost to you. Your bank or payment provider may take additional time to display the funds.

Statutory package refunds are not conditional on Sensanium first receiving repayment from suppliers.

12. Contact us

For cancellation, amendment or refund enquiries, please contact:

Sensanium — [registered legal name]
Email: [booking email]
Business address: [registered address]

Please include your booking reference so we can assist you efficiently.