We will take responsibility for issues that arise during your tour that are within our control and work with you to find a solution. Examples of issues within our control include issues with equipment, vehicles, guides and our day to day operation of the trip.

We will do everything we can to help during issues that are out of control, but ask you to recognize that some things can’t be controlled. These include weather and special weather events, government regulations and restrictions, wildlife, traffic etc. You get the idea.

In the very unlikely event that you have an issue on your trip with us, please let us know and our team will work passionately with you to find a solution that is proportionate and relevant to the issue you experienced. Solutions may include credits/ vouchers for future use, partial refunds, expense reimbursements etc and will be worked out to be relevant for the scale of the issue.

We ask that you let our team or your guide know as soon as possible of the issue so we can fix the problem right off the bat. Most of the time, issues can be quickly fixed on the fly and you can go on enjoying your adventure. If you feel uncomfortable raising the issue with your guides, you will always have direct access to our team via Whatsapp & email.

Be sure that you understand our booking terms and policies. While we do our best to be flexible and accommodating, a lot goes on behind the scenes while running adventurous trips and these policies are put into place to protect our travelers as a whole and ensure your experience can run as planned.

• Deposits are non-refundable after the 7 day money back period. With our Lifetime Deposits, you can cancel or postpone your booking up to 60 days before departure with no penalty and use your deposit as a credit towards a future booking.

• If we have not received a cancellation notice from you 60 or more days before departure, we reserve the right to process the payment for your booking on the method of payment you used to secure your booking once payment becomes due.

• We will issue a full refund for any tour that we need to cancel. We will not be responsible for personal travel costs associated with your trip. Your refund will be processed within 7 days of us cancelling your tour. You always have the right to push your payment towards a future booking as a credit.

• We guarantee all our departure on group tours and operate regardless of participation numbers.

Please be sure to complete all forms as soon as possible, once requested, in the format that is provided. We have systems working in the background to ensure that your important requests and details don’t get missed, but this is really challenging when we don’t receive your info leading up to your trip and then get it pieced out in a random text.

Be sure to join your tour’s Whatsapp group before your tour begins. Here you will have direct access to your guides and myself, Alex, the founder of Fresh Adventures, should you need any support. Here you can also connect with your fellow travelers before your trip departs.

Please let your guide or our team know asap if you experience an issue leading up to on on your Fresh Adventure. We will do everything we can to help!

Be aware of our force majeure clause, which states that we will not be responsible for events that are beyond our control, although we will be there with you every step of the way to support you. An example of this clause in action would be if a forest fire forces our camping tour to relocate to a hotel or hostel, where we would ask you to cover the cost of the room and help you make a claim on your travel insurance.

Having travel insurance that provides travel medical, trip cancellation and trip interruption protection is extremely important. We can help you find coverage that suits you and highly recommend having a solid policy in place once you book your trip with Fresh Adventures.

Our Fresh Guarantee applies to tours and adventures that are operated by us and branded as Fresh Adventures tours. This guarantee does not apply to trips that we curate and help you discover that are run by our partners, or trips that we run for other companies under their brand. In those scenarios, we would direct you towards their own policies and solutions.