Cancellation and refund policy

Your quotation governs

Hotels, houseboats and transport providers have different cancellation rules, especially during peak dates. Your accepted quotation lists the exact policy and takes precedence over this general summary.

General cancellation guidance

• More than 30 days before arrival: recoverable supplier payments are refunded after disclosed administrative costs.
• 15–30 days before arrival: charges commonly range from 25% to 50%.
• 7–14 days before arrival: charges commonly range from 50% to 75%.
• Within 7 days, no-show or early departure: bookings are commonly non-refundable.

These ranges are guidance only. We disclose stricter non-refundable periods before payment.

Refund process

Approved refunds are returned to the original payment method where possible after suppliers release the funds. We aim to process them within 7–14 business days after approval, though bank timelines may add delay.

Weather and disruption

Snow, road closures or flight cancellations do not automatically create a full refund. We first try to reschedule or substitute services. Refunds for unused items depend on what the supplier returns.

How to cancel

Send a written request quoting your booking reference to hello@zoonandvale.com. Cancellation takes effect when our team acknowledges it in writing.