Cancellation and Refund Policy
Cancellation and Refund
1. Cancellation by Consumer
- To cancel a booking, the customer must submit a written cancellation request by email to otithi.support@brac.net, clearly stating the reason for cancellation. The date and time of receipt of this email will be treated as the official cancellation date.
- Otithi will acknowledge and respond to duly submitted cancellation requests within 48 hours, including information on any applicable refund.
- Once a refund is approved and processed, the refunded amount will be credited to the customer’s account within thirty (30) working days from the date of approval. Refund processing timelines may vary depending on banks or payment service providers.
- Refunds will be calculated based on the date the written cancellation request is received, as follows:
| Cancellation Notice Period | Refund Amount |
|---|---|
| At least 7 days prior to the tour date | 90% refund (10% deducted as administrative charge) |
| At least 5 days prior to the tour date | 50% refund |
| Less than 5 days prior to the tour date or no show | No refund |
- Failure to attend the tour without prior written cancellation in accordance with this policy shall be treated as a no-show, and no refund shall be applicable.
- Cancellation requests made through social media (including inbox messages), WhatsApp, phone calls, or direct communication with any team member will not be accepted as a valid cancellation of the booking.
2. Cancellation by Otithi
- Otithi reserves the right to cancel or reschedule a tour due to the unavailability of community stakeholders or unforeseen circumstances, including, but not limited to, natural disasters, civil unrest, safety or security concerns.
- In case the reservation/booking is cancelled/rescheduled by Otithi, the customers shall be informed immediately via email.
- In the event of cancellation by Otithi, participants will be offered the option to reschedule the tour at no additional cost.
- If rescheduling is not feasible for the participant, the full amount paid will be refunded in accordance with Otithi’s refund processing timeline.
- In the event of cancellation, the customer shall not be entitled to receive any amount beyond the advance payment already made.
