Guarantee policy

1. Coverage & Eligibility (48-Hour Deadline)

This Guarantee applies to all standard travel packages booked through Roammate. To be eligible for a refund, the customer must submit the official “Satisfaction Guarantee Feedback Form” within 48 hours of the tour’s conclusion. Claims submitted after this 48-hour window will not be eligible for review or refund, as we can no longer effectively verify the service conditions. Please note: We rely on your honesty and transparency in this form to improve our services; your truthful feedback is greatly appreciated.

2. Refund Calculations

Refunds are calculated based on the final net amount paid by the customer after any discounts or promotional deductions are applied:

1. Itinerary/Package Issues: If the core service (itinerary, accommodations, or inclusions) fails to meet expectations as outlined in the booking, the customer is eligible for a 25% refund of the final paid amount.
2. Tour Guide Conduct: If the assigned tour guide is found to be unwelcoming, rude, or unprofessional (e.g., excessive phone usage, poor communication), the customer is eligible for a 50% refund of the final paid amount.

3. Verification Process

Roammate reserves the right to investigate all claims. This includes:

• Reviewing the submitted Feedback Form.
• Conducting a formal interview with the assigned tour guide.
• Comparing feedback against internal logbooks and service standards.

Processing Time: Valid claims will be processed and funds returned within 7 working days.

4. Force Majeure Clause

Roammate is not liable for failures in service caused by events beyond our reasonable control, including but not limited to: natural disasters, extreme weather conditions, government restrictions, transportation strikes, or public health emergencies.

What to do in these cases: If an issue arises due to Force Majeure, our refund policy does not apply. Instead, Roammate will provide:

1. Re-scheduling: An option to move the tour to a different date at no additional cost.
2. Credit: A travel credit valid for 12 months for any other Roammate package.
3. Third-Party Recovery: We will assist the customer in claiming any refundable portions from third-party vendors (like hotels or transport providers) if applicable.

5. Tour Guide Accountability Policy

Roammate holds tour guides to high professional standards.

1. Service Deductions: Where a refund is triggered by guide behavior, the corresponding refund amount will be deducted from the tour guide’s service commission.
2. Warning System: Guides receive a formal written warning for valid service complaints. Upon the third (3rd) warning, the guide will be permanently removed from the Roammate platform.
3. Incentives: To reward excellence, tour guides consistently receiving high satisfaction ratings are eligible for a 10% bonus per customer per trip.