Private journeys involve services reserved specifically for you. This policy explains our general approach. Your accepted proposal or booking confirmation may contain a journey-specific cancellation schedule based on hotels, transport, tickets and special arrangements; where it does, that schedule takes priority.
1. Before booking confirmation
There is no cancellation charge for withdrawing an enquiry or an unaccepted proposal. Payment for a published day tour submits an order subject to availability; if MoodGoing cannot operate the selected date and you do not accept an offered alternative, the payment will be refunded in full. A planning fee, if one applies to a complex request, will be disclosed and agreed before it is charged and may be non-refundable once the stated design work begins.
2. Cancelling a confirmed journey
Send your request to vip@moodgoing.com with the lead traveller’s name, booking reference and reason for cancellation. Cancellation takes effect when we receive the email. Any refundable amount is calculated under the cancellation schedule in your booking confirmation. If no specific schedule is stated, we will refund amounts we can recover after deducting non-recoverable supplier charges and any planning or administration amount disclosed before booking.
3. Non-refundable arrangements
Certain hotels, promotional rates, rail or air tickets, permits, admissions, private venues and special experiences may be non-changeable or non-refundable once reserved. We will identify known material restrictions before payment where reasonably possible. Supplier rules and government charges may change, and a refund cannot exceed the amount recovered for the affected component.
4. Late cancellation, no-show and unused services
No-shows and services unused after a journey has started are generally non-refundable. This includes a missed service caused by late arrival, incorrect traveller information, missing documents or a traveller’s decision not to participate. We will still seek a fair supplier adjustment where the circumstances and terms allow.
5. Rescheduling
We will try to reschedule a confirmed service when you ask early enough and suppliers can accommodate the change. Price differences, supplier fees and newly non-refundable costs may apply. A proposed change is not confirmed until we accept it in writing and any required payment is received.
6. Changes or cancellation by MoodGoing
If we cancel a confirmed service and cannot provide a reasonable alternative, we will refund the amount paid to MoodGoing for the affected service, less any part already properly provided and any supplier amount that remains usable by you. We are not responsible for unrelated costs such as international flights unless expressly included in the affected booking.
7. Weather and events outside reasonable control
Where severe weather, government action, transport disruption, public-health measures, civil disturbance or another event outside reasonable control affects a journey, we will prioritize safety and work with suppliers on alternatives, postponement, credit or recoverable refunds. Additional costs and unrecoverable supplier charges may remain the traveller’s responsibility; comprehensive travel insurance is strongly recommended.
8. Refund method and timing
Approved refunds are normally returned to the original payment method and currency, including the original PayPal transaction where applicable. We aim to initiate them within ten business days after the amount is agreed and received back from relevant suppliers. Banks and payment providers may require additional processing time, and currency movements or provider charges can cause the received amount to differ.
9. How to request help
For cancellation, rescheduling or refund support, email vip@moodgoing.com. We will review the confirmed booking terms, supplier conditions and circumstances, then explain the available options in writing.