Cancellation & Refund Policy
Last updated: 1 November 2026
When you pay
You pay by card when you book — the full price, or a 10% deposit where one is offered, with the balance due 21 days before you travel. A deposit is offered when your trip is more than 21 days away; on a few experiences the operator instead collects the balance in cash on the day, and your checkout and confirmation email say so when that applies. Paying is what reserves your dates; an enquiry does not hold anything until you pay. Everything below is about what happens to money you have already paid.
Cancelling 30 days or more before your experience
Cancel at least 30 days before the scheduled start time and you get 80% of what you paid back to the card you paid with. ADVX keeps 20% as a cancellation fee. That fee covers the place that stayed reserved for you and was not sold to anyone else, and the card processing we cannot recover.
Cancelling 14 to 29 days before
Cancel between 14 and 29 days before the start time and you get 50% of what you paid as ADVX credit, to use on any future booking. This is credit, not cash — nothing returns to your card at this point. The reason it is credit is that the operator has already committed vehicles, guides and permits to your dates by then, and on small-group trips those places are difficult to sell again at short notice. Credit lets you keep the value; a cash refund at that stage would be paid out of money we have already spent.
Inside 14 days, or a no-show
Cancellations within 14 days of the start time, and no-shows, are charged in full. Nothing comes back, in cash or in credit. This covers the cost the operator has already committed to on your behalf. This is the harshest part of the policy and we would rather you read it now than discover it later. If your dates are uncertain, book when they are not.
If you paid a deposit
A deposit is not refunded if you cancel, however far ahead you cancel. It is what holds your place with the operator, and that place comes out of sale the moment you pay. The three windows above apply to bookings paid in full, and to a deposit booking once its balance has been paid. If you believe your case is exceptional, write to us through the Contact page before your start date and we will look at it. Any exception is at our discretion and is not a right under this policy. In every case you will never be charged the remaining balance for a booking you cancelled or missed. If we or the operator have to cancel, the deposit comes back in full — see the next section.
If we or the operator have to cancel
Adventure activities depend on weather and safety conditions. If an operator cancels your experience, you'll be offered an alternative date or a full refund to your original payment method — your choice, and no cancellation fee is deducted. This is the one case where you get cash back rather than credit, since it wasn't your cancellation. Any ADVX credit you spent on the booking comes back as new credit, valid for 3 months, with no fee.
Refunds — when money goes back to your card
There are three situations where money returns to the card you paid with: YOU CANCEL 30 DAYS OR MORE AHEAD. 80% of what you paid goes back to your card, as set out above. WE OR THE OPERATOR CANCEL. You choose an alternative date or a full refund to your card. Nothing is deducted. Any credit you spent on the booking comes back as new credit, not cash. This includes the rare case where two people reach the last place at the same moment. WE CANNOT DELIVER WHAT YOU BOOKED, or we agree in writing that a refund is the right outcome for your particular situation. If you cancel between 14 and 29 days ahead, what comes back is ADVX credit, not cash. Inside 14 days nothing comes back at all. That is set out in the sections above, and we would rather you know it now than at the moment you cancel. A card refund is sent back to the original card. We start it within 5 working days of agreeing it. Your bank then takes its own time, usually 5 to 10 working days, and we cannot speed that up. If you paid by bank transfer, the refund goes back to the account it came from, and we will ask you to confirm the details in writing first. We do not charge a fee to process a refund. Where your own bank or card issuer charges a currency conversion cost, that is between you and them and we cannot recover it for you.
How to cancel
Look up your booking at /booking-lookup (or sign in and go to My Profile) and request cancellation, or email info@advx.asia with your booking reference. Our team reviews every request — cancellation and credit aren't automatic — and confirms by email, usually within 1 working day.
How your credit works
Once approved, credit is added to the account under the email you originally booked with — sign in with that email (creating an account first if you booked as a guest) and it applies automatically at checkout on your next booking. There's no code to enter. Credit is valid for 3 months from when it's issued and can't be withdrawn as cash or transferred to someone else. If we cancelled on you instead (see above), the part you paid by card is a real refund to your original payment method, not credit — and any credit you spent comes back as new credit, with no fee — most refunds show up within a few business days, though your bank or card issuer can add its own delay. Credit is used in one go. It goes against a single booking and is capped at that booking's total, so anything it is worth above that booking is not carried forward to a later one. If your credit is worth more than the trip you are about to book, email info@advx.asia before booking and we will sort it out. Credit you spend on a booking is used up when you book. If you then cancel that booking, the credit is not re-issued, at any notice — only any part you paid by card follows the windows above. If we or the operator cancel it instead, it comes back as new credit, with no fee. Credit comes from a cancellation once; it does not roll from one cancelled booking to the next.
Experience-specific conditions
A small number of experiences carry stricter conditions (for example, activities that require securing a permit in advance). Where that's the case, it's stated on the experience page and in your confirmation email, and that stricter condition takes priority over the general policy above.
Questions about a specific booking? Contact us with your booking reference.