Refund Policy
Fair, transparent, and compliant with UK consumer law
Last Updated: 7 February 2026
Your Consumer Rights
Foreignteer is a brand of Estuary Limited. We are committed to protecting your rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This policy explains your right to cancel bookings and receive refunds for volunteering experiences purchased through our platform.
14-Day Cooling-Off Period
Under UK consumer law, you have the right to cancel your booking within 14 days of purchase (the "cooling-off period") for any reason, provided the volunteering experience has not yet taken place.
How to Exercise Your Right to Cancel:
- Email us at refunds@foreignteer.com with your booking reference
- Or use the "Cancel Booking" button in your dashboard
- State clearly that you wish to cancel your booking
Important: If the volunteering experience is scheduled to take place within the 14-day cooling-off period and you request the experience to proceed before the 14 days have elapsed, you acknowledge that you waive your right to cancel without charge once the experience has fully begun with your express consent.
Cancellation Windows & Refunds
| Cancellation Timing | Refund Amount | Processing Fee |
|---|---|---|
| 7+ days before experience Cancel a week or more in advance | 100% refund | None |
| 3-6 days before experience Cancel 3-6 days in advance | 75% refund | 25% retained |
| 24-72 hours before experience Late cancellation notice | 50% refund | 50% retained |
| Less than 24 hours or no-show Very late cancellation or failure to attend | No refund | 100% retained |
* Times are based on the scheduled start time of the volunteering experience in the local time zone.
Exceptional Circumstances
We understand that unforeseen circumstances may prevent you from attending a booked experience. Full refunds may be granted regardless of timing in the following situations:
Medical Emergencies
Serious illness, injury, or medical emergency affecting you or an immediate family member (medical documentation may be required)
Travel Disruptions
Flight cancellations, natural disasters, or government travel restrictions preventing you from reaching the experience location
Bereavement
Death of an immediate family member
NGO Cancellation
The NGO cancels the experience for any reason
Safety Concerns
Official warnings against travel to the destination from the UK Foreign Office or equivalent authority
To claim an exceptional circumstances refund: Contact us at refunds@foreignteer.com with your booking reference and supporting documentation. Each case will be reviewed individually.
Refund Processing
Processing Time
Approved refunds will be processed within 14 working days of your cancellation request being approved.
Refund Method
Refunds will be issued to the original payment method used for the booking. Please allow 5-10 business days for the refund to appear in your account after processing.
Transaction Fees
Please note that payment processing fees charged by third-party payment providers (e.g., Stripe, PayPal) are non-refundable, even for full refunds within the cooling-off period. These fees typically amount to 1.5-3% of the booking value.
Modifications & Transfers
Rescheduling Your Experience
If you need to change the date of your volunteering experience:
- 7+ days before: Free rescheduling, subject to availability
- 3-6 days before: One free reschedule; subsequent changes subject to cancellation fees
- Less than 72 hours: Rescheduling not permitted; cancellation policy applies
Transferring Your Booking
Bookings may be transferred to another person at no charge up to 48 hours before the experience starts. Contact us with the new participant's details. The new participant must meet any age, skill, or other requirements specified for the experience.
NGO-Initiated Changes or Cancellations
If the NGO needs to cancel or significantly modify your experience:
Full Cancellation
You will receive a full refund (100%) with no fees retained, processed within 7 working days
Significant Changes
Changes to date, time, location, or activities may entitle you to a full refund if you choose not to proceed with the modified experience
Alternative Experiences
We may offer you an alternative experience of equal or greater value. You are not obligated to accept and may request a full refund instead
Disputes & Complaints
If you are dissatisfied with a volunteering experience or have a complaint about our service:
- 1.Contact us first: Email info@foreignteer.com within 14 days of your experience
- 2.Investigation: We will investigate your complaint and respond within 14 working days
- 3.Resolution: If appropriate, we may offer a partial refund, credit toward a future booking, or other remedy
Alternative Dispute Resolution
If we cannot resolve your complaint to your satisfaction, you may refer the matter to the UK European Consumer Centre or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr
Legal Information
This refund policy operates alongside your statutory rights under UK consumer law and does not affect those rights. In particular:
- You retain all rights under the Consumer Rights Act 2015 regarding services not performed with reasonable care and skill
- Nothing in this policy limits our liability for fraud, fraudulent misrepresentation, or death/personal injury caused by negligence
- This policy is governed by the laws of England and Wales
Company Information
Estuary Limited (trading as Foreignteer)
Email: info@foreignteer.com
Questions About Refunds?
Our team is here to help. Contact us for any questions about cancellations or refunds.