Cancellation and Refund Policy

You can find your booking at any time on our Manage my booking page using your booking reference and the email address you booked with. Cancelling takes two taps and you always see the refund before you confirm.

• More than 7 days before your first transfer
  Cancel online and receive a full refund of 100 percent.
• Between 7 days and 48 hours before your first transfer
  Cancel online and receive 75 percent of what you paid. The remainder covers the vehicle space and route planning already set aside for you.
• Less than 48 hours before your first transfer
  Online cancellation is no longer available. Please ring us on 07599 274772. Refunds in this period are not guaranteed and are considered individually.
• Once your first transfer has started
  The booking is normally non refundable, because vehicles, routing and your transfers have already been allocated.

The 48 hour cut off uses the real time of your first transfer in UK local time. If your first transfer is at 09:00 on the Friday, online cancellation closes at 09:00 on the Wednesday.

Refunds go back to the card or payment method you booked with. Your cancellation is confirmed straight away and the refund is reviewed and released by our office, normally within one working day. Once it is on its way it usually takes five to ten days to appear on your statement, depending on your bank.

You will always see whether your refund is still pending or has been processed, both on your booking page and in the email we send you.

If only part of your itinerary has changed, please do not cancel. Use Request a change on your booking page to tell us about new dates, different accommodation, extra bags or a change in the number of walkers. We review every request by hand because it can affect vehicle space and routing, and we will confirm by email before anything on your itinerary moves.

We know that genuine emergencies happen: serious illness, injury, bereavement, major travel disruption and other exceptional circumstances. Please get in touch on 07599 274772 and tell us what has happened. We look at these individually and will do what we reasonably can, whether that is a refund, a credit for another trip, or moving your dates.

Walking in the Scottish Highlands means changeable weather, and poor weather on its own does not mean your luggage transfer is cancelled. If the roads are open and we can operate safely and reasonably, your bags will be moved as planned.

If we have to cancel a transfer ourselves because we cannot safely or reasonably provide the service, you will be offered a full refund for the affected service or a suitable alternative arrangement. That is different from choosing not to walk yourself because of the forecast.

We would far rather help you sort out a change than see you lose your transfers.

Email: hello@highlandtrailcompany.co.uk
Office: 07599 274772