Refund policy
RETURN AND REFUND POLICY
This policy applies to purchases made from Top Dog Abroad Ltd.
ACCOMMODATION BOOKINGS
All accommodation bookings are made for a specific date or period. Once a booking is confirmed, the accommodation is reserved and taken out of availability for that customer.
All accommodation deposits, instalments and final payments are therefore final and non-refundable, including where a customer:
• changes their mind;
• cancels or shortens their stay;
• arrives late or leaves early;
• fails to travel or does not use the accommodation;
• is unable to travel because of personal circumstances;
• does not obtain the necessary passport, visa, insurance or travel documents;
• is removed from the accommodation because of misconduct or a breach of the booking terms; or
• is dissatisfied for reasons that do not amount to a failure by Top Dog Abroad to provide the contracted service.
Accommodation booked for a specific date or period is generally excluded from the statutory cooling-off right that applies to many other online purchases.
Bookings may not be transferred, resold or assigned to another person without prior written approval from Top Dog Abroad.
If Top Dog Abroad cancels an accommodation booking and does not provide a suitable alternative accepted by the customer, the customer will receive a refund of the amount paid to Top Dog Abroad for the affected accommodation service. Top Dog Abroad is not responsible for separately booked flights, transport or other consequential expenses except where required by law.
WRISTBANDS
We do not provide change-of-mind refunds for wristbands that have been collected, activated, registered, transferred, damaged or used to access any discount, offer, venue, event or other benefit.
A wristband is personal to the registered customer. It may not be resold, transferred or shared unless Top Dog Abroad gives prior written approval.
Customers purchasing a wristband online may cancel and return it where a mandatory statutory cancellation right applies, provided that:
• the cancellation request is made within the legally applicable period;
• the wristband has not been activated, registered, collected or used;
• no associated discount, entry, event or other benefit has been redeemed; and
• the wristband is returned in its original condition where it has already been delivered.
The customer is responsible for the direct cost of returning an unwanted wristband unless otherwise required by law.
Where the customer asks for the wristband or its associated services to be activated or supplied during a statutory cancellation period, the customer expressly requests immediate performance. Once the wristband or associated benefits have been fully supplied or used, the right to cancel may be lost to the extent permitted by law.
Lost, stolen, damaged, shared or confiscated wristbands are not refundable. Any replacement offered by Top Dog Abroad is discretionary and may be subject to a replacement fee.
EVENTS AND TIME-SPECIFIC SERVICES
Tickets, entries, events and leisure services supplied for a specific date or period are non-refundable unless the event or service is cancelled by Top Dog Abroad or a refund is otherwise required by law.
FAULTY OR INCORRECT ITEMS
Nothing in this policy limits the customer’s mandatory rights under applicable consumer law.
If a wristband is faulty, supplied incorrectly or does not function as described, the customer must contact Top Dog Abroad as soon as reasonably possible. We may repair, replace or refund it as required by law.
REQUESTING A CANCELLATION OR REFUND
All requests must be submitted in writing through the contact details shown on our website. The request must include:
• the customer’s full name;
• order or booking reference;
• the reason for the request; and
• any relevant supporting information.
Submitting a request does not guarantee that a refund is due. Approved refunds will ordinarily be returned to the original payment method.
CHARGEBACKS
Customers should contact Top Dog Abroad first if they believe there is a problem with a booking or purchase. Starting a chargeback does not create a right to a refund where the purchase is validly non-refundable. Top Dog Abroad may provide the booking terms, order records, communications and evidence of service provision to the relevant payment provider when responding to a chargeback.