1. Customer Cancellations
For standard private tours, sightseeing tours and transportation bookings:
| Cancellation Time | Refund |
|---|---|
| More than 7 days before departure | 100% refund |
| 72 hours to 7 days before departure | 75% refund |
| 24–72 hours before departure | 50% refund |
| Less than 24 hours before departure | No refund |
| No-show | No refund |
The cancellation time is calculated from the scheduled pickup/departure time.
2. Deposits
A deposit may be required to secure private tours, customized trips, long-distance transportation, multi-day trips or large-group reservations. Any non-refundable portion of a deposit will be clearly disclosed to the customer before payment.
A reservation is not considered confirmed until the required payment or deposit has been successfully processed and the customer receives booking confirmation.
3. Rescheduling
Customers requesting a change more than 72 hours before departure may request one date change, subject to availability.
Changes requested within 72 hours are not guaranteed and may be treated as a cancellation if Hawkspire Journeys cannot accommodate the requested change.
Any additional costs caused by the change—including accommodation, attraction tickets, permits or other third-party services—are the customer's responsibility.
4. Late Arrivals and No-Shows
Customers are responsible for being at the confirmed pickup location at the stated time.
Reasonable efforts will be made to contact a late customer. However, the company is not required to substantially delay a scheduled tour or transportation service where doing so would affect other guests, reservations, attraction times or operational requirements.
Failure to appear for a confirmed booking may be treated as a no-show and is non-refundable.
5. Weather, Road Closures and Unsafe Conditions
Tours operate subject to weather, road, park, wildfire, emergency and other safety conditions.
Normal rain, snow, cold temperatures or changes in visibility do not automatically entitle a customer to a refund when the tour can safely and lawfully operate.
If Hawkspire Journeys determines that a trip cannot safely or legally operate, the company may offer an alternative itinerary, rescheduling, travel credit, or refund as appropriate.
6. National Park, Attraction and Itinerary Changes
Mountain conditions can change unexpectedly. Road closures, traffic, parking restrictions, Parks Canada requirements, attraction closures, wildfire conditions and other circumstances outside Hawkspire Journeys' reasonable control may require changes to stops, routes, schedules or itineraries.
Hawkspire Journeys may make reasonable itinerary substitutions when necessary. A change to an individual stop does not automatically constitute cancellation of the entire service.
7. Third-Party Tickets and Expenses
Attraction admissions, accommodation, activity reservations, park-related services or other third-party purchases made specifically for a customer's trip are subject to the third party's own cancellation/refund rules.
If a third-party charge is non-refundable, that amount may be deducted from any refund otherwise payable by Hawkspire Journeys, provided the charge and applicable conditions were disclosed as required.
8. Cancellation by Hawkspire Journeys
If Hawkspire Journeys cancels a booking and cannot provide a reasonable alternative or rescheduled service, the customer will receive a refund for the portion of the Hawkspire Journeys service that was cancelled, subject to any lawful limitations and separately disclosed third-party terms.
9. Chargebacks and Payment Disputes
Customers should contact Hawkspire Journeys directly if they believe a payment or refund is incorrect so the matter can be investigated promptly.
Submitting a payment dispute does not change the agreed cancellation terms. Hawkspire Journeys may provide the booking confirmation, customer acceptance of these terms, communications, service records and other relevant documentation to the payment processor or card issuer when responding to a dispute.
10. Refund Processing
Approved refunds will be returned, where practicable, to the original payment method. Processing times after issuance are controlled partly by the customer's financial institution or card provider.
11. Customer Acceptance
Before completing an online booking, customers should be required to actively confirm:
“I have read and agree to Hawkspire Journeys Ltd.'s Cancellation, Refund and No-Show Policy and understand the applicable cancellation and refund conditions.”
For website bookings, Hawkspire Journeys should use an unchecked acceptance box immediately above the “Pay/Book Now” button and retain the booking timestamp, policy version accepted, transaction record and booking confirmation.
Website Policy Notice
This policy is intended to provide clear cancellation and refund terms for customers. Hawkspire Journeys should have its final website Terms & Conditions and this policy reviewed by an Alberta lawyer before launch, particularly the liability, force-majeure, consumer-protection and payment-dispute provisions.
Customer Agreement
By completing a booking and making payment, the customer acknowledges the cancellation and refund terms presented as part of their booking.
Hawkspire Journeys reserves the right to update this policy for future bookings. The cancellation terms applicable at the time a booking is confirmed will govern that booking.