Overview
Tour Cancellation & Refund Terms
To receive a full refund, please submit your cancellation request in writing at least 24–48 hours before your departure time. For your safety, tours canceled by São Tomé Tours due to extreme weather or force majeure will offer a full refund or a flexible alternative date. Unused portions of multi-day itineraries or late arrivals on the day of the tour are non-refundable.
Non-Refundable Services & Purchases
- Gift certificates, vouchers, and promotional tour credits
- Digital guidebooks, downloadable maps, and custom digital itineraries
- Personal travel items, gear rentals, or merchandise once used
- Same-day tour add-ons, entrance fees, or park permits already issued
Proof of Booking Required To complete a refund or modification request, we require your original booking confirmation number and proof of payment.
Please do not attempt to request refunds or modifications directly through third-party drivers or local vendors without contacting São Tomé Tours administration first.
Partial Refunds & Fee Reductions Partial refunds may be issued under specific circumstances:
- Partial Tour Completion: Unused portions of a tour or multi-day package due to a guest’s decision to end the activity early
- Last-Minute Modifications: Tour route modifications or group size reductions requested less than 24 hours prior to departure
- Third-Party Logistics: Non-refundable third-party costs (e.g., boat permits, specialized guide fees) already incurred on your behalf
Refund Process
Once your cancellation or modification request is submitted and reviewed, we will send you an email confirmation detailing whether your refund has been approved or rejected based on our cancellation window.
If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment within 5 to 10 business days, depending on your card issuer.
Late or Missing Refunds
If you haven’t received your refund yet:
- Re-check your bank or credit card account balance.
- Contact your credit card provider; processing and posting times can vary for international transactions.
- Contact your bank; international transfers often require additional processing time.
If you have completed these steps and still have not received your refund, please contact us at finance@saotometours.com
Discounted & Promotional Bookings Only regular-priced tours and activities may be refunded. Special promotional offers, flash sales, and last-minute discounted bookings are non-refundable.
Rescheduling & Modifications We allow free date changes or tour exchanges up to 48 hours prior to departure, subject to availability. If you need to reschedule your experience, send us an email at info@saotometours.com
Gift Vouchers & Transfers
- If the tour was purchased as a gift voucher, the balance will be re-credited as digital tour credit valid for 12 months.
- If the tour was booked directly by another individual, any eligible refund will be returned to the original payment method used by the purchaser.
Transportation & Weather Policies
Guest Transportation: Guests are responsible for arranging their own transport to designated tour pickup points unless private hotel pickup was explicitly included in your booking package. Transport add-on costs for missed departures are non-refundable.
Weather & Force Majeure: If São Tomé Tours cancels an excursion due to severe weather, safety hazards, or impassable roads, you will receive the option to reschedule at no charge or receive a full refund.