This section explains the cancellation policies for each category of service booked through the Holistic Travel Plan (HTP) platform. It includes rules regarding refund eligibility, deadlines for free cancellation, penalties for late cancellations, and what happens when either the client or the service provider initiates the cancellation. These policies apply only to service bookings – not to user account cancellation.
1. General Principles
2. Cancellation Policy Options
3. Exceptions & Force Majeure
4. What Happens if a Service Provider Cancels
5. How to Cancel a Booking
The Holistic Travel Plan (HTP) is a digital platform connecting Clients with independent Service Providers who offer holistic and sustainable travel experiences. HTP does not organise or directly execute the services listed on the platform; it acts exclusively as a technological intermediary.
Cancellation and refund conditions are defined by each Service Provider, based on one of the standardised cancellation policy models provided by HTP. Each listing must clearly display the applicable policy before booking confirmation. HTP will automatically apply the selected policy in a transparent and consistent manner according to the parameters defined at the time of booking.
Cancellations may be made directly through the Platform. Refunds will be calculated and processed automatically according to the policy active at the time of booking confirmation. HTP is not responsible for policies that are ambiguous, incomplete, or modified by the Provider after confirmation, nor for discrepancies arising from Provider-initiated changes made after the booking date.
Service Providers may select one of HTP’s standardised cancellation policy models, which determine the refund amount depending on how far in advance a Client cancels. The applicable policy will always be visible before booking confirmation and will form part of the contractual terms between the Client and the Provider.
The Client must verify the applicable cancellation policy before confirming any booking. By proceeding with payment, the Client acknowledges acceptance of the cancellation and refund terms displayed at the time of booking.
Clients are advised to communicate cancellations as early as possible and through the official cancellation feature on the Platform to ensure traceability and automatic refund processing.
In cases of unforeseen events beyond the control of the Client or Service Provider—such as natural disasters, epidemics, or legal restrictions—HTP may apply special refund or rescheduling rules, even if these differ from the original cancellation policy. Supporting documentation may be requested, and each case will be assessed fairly and individually.
A no-show occurs when the Client fails to appear at the agreed location, date, and time without submitting a valid cancellation via the Platform. In such cases, no refund will be due unless the service description explicitly provides otherwise. The Service Provider may, at their discretion, offer a credit, reschedule, or discount for future use.
If a Service Provider cancels a confirmed booking, the Client is entitled to a full refund, including any applicable Platform fees. HTP may, where appropriate, propose an equivalent alternative service or rescheduling option, but the Client is not obliged to accept it.
All cancellations must be made directly through the Platform using the dedicated ‘My Bookings’ feature. Email, social media, or phone communications do not replace the official cancellation process.
Cancellations made through the Platform ensure proper calculation of the refund amount and protect both the Client and the Provider under the Platform’s traceability and transparency standards.
Refunds will be processed using the same payment method used for the booking, unless technically or legally impossible. Processing may take between 7 to 10 business days, up to a maximum of 14 business days, depending on the payment operator.
Refunds are issued in the currency used for the original booking. Currency exchange fluctuations or banking delays outside HTP’s control are not the Platform’s responsibility. Non-refundable third-party costs, when clearly stated before booking, may be deducted from the total refund.
In case of disagreement regarding a cancellation or refund, HTP may act as an impartial mediator based on the information available on the Platform. Mediation is free of charge and non-binding. Either party may accept or reject HTP’s recommendation. If desired, both parties may opt for arbitration through partner entities or resort to judicial procedures as provided by law.
This Client Cancellation Policy forms part of the Holistic Travel Plan (HTP) Terms and Conditions and must be interpreted in conjunction with the Platform’s other policies, including those on payments, mediation, and dispute resolution.
In case of conflict with mandatory national laws, consumer protection rules shall prevail. HTP acts solely as a digital intermediary and is not a party to the service agreement between Clients and Providers unless expressly stated otherwise.
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