EOS TOURS – Cancellation and Refund Terms

Effective Date: [22.01.2026]

TABLE OF CONTENTS

1. OVERVIEW

1.1 Policy Types

EOS TOURS applies different cancellation policies depending on the tour. Each tour has one of the following policy types, clearly displayed on the tour product page:

1.2 Which Policy Applies

The cancellation policy displayed on the tour product page at the time of booking is the policy that applies to your booking. This policy is also stated in your Booking Confirmation email.

2. FLEXIBLE POLICY (24-HOUR)

Tours with “Flexible” or “Free cancellation” policy allow cancellation up to 24 hours before the tour start time.

2.1 Example

Tour start time: 9:00 AM on January 15

• Cancel by 9:00 AM on January 14 → Full refund

• Cancel at 10:00 AM on January 14 → No refund

2.2 Time Zone

All times are based on Cyprus local time (Eastern European Time, EET/EEST).

3. MODERATE POLICY (48-HOUR)

Tours with “Moderate” policy allow free cancellation up to 48 hours before tour start, with partial refund between 48 and 24 hours.

3.1 Example

Tour start time: 9:00 AM on January 15

• Cancel by 9:00 AM on January 13 → Full refund (100%)

• Cancel at 12:00 PM on January 13 → Partial refund (50%)

• Cancel at 12:00 PM on January 14 → No refund

4. FIRM POLICY (SLIDING SCALE)

Tours with “Firm” policy have a sliding scale of refunds based on how far in advance you cancel.

4.1 Example

Tour date: January 15

• Cancel on January 7 or earlier → Full refund (100%)

• Cancel on January 8-11 → 75% refund

• Cancel on January 12-13 → 50% refund

• Cancel on January 14 (before 9:00 AM) → 25% refund

• Cancel on January 14 (after 9:00 AM) → No refund

4.2 Typical Use

This policy is typically applied to:

• Multi-day tours

• Tours with significant advance costs (permits, reservations)

• Peak season bookings

• Private tours

5. NON-REFUNDABLE POLICY

Tours marked “Non-Refundable” or “All Sales Final” cannot be cancelled for a refund.

5.1 Exceptions

Non-refundable bookings MAY be eligible for refund only in the following cases:

• Cancellation by EOS TOURS (see Section 7)

• Force Majeure events (see Section 8)

5.2 Changes and Transfers

At the sole discretion of EOS TOURS, non-refundable bookings may be eligible for:

• Date change (subject to availability)

• Name change (transfer to another person)

Contact us at [email protected] to discuss options. Changes are not guaranteed.

5.3 Why Non-Refundable

Non-refundable pricing may be offered for:

• Discounted promotional rates

• Last-minute bookings

• Tours with limited availability

• Special events

6. HOW TO CANCEL

6.1 Direct Bookings (eos-tour.com)

If you booked directly through our website:

6.2 OTA Bookings (Viator, GetYourGuide, etc.)

If you booked through an Online Travel Agency:

6.3 When Cancellation Takes Effect

For policy purposes, cancellation time is determined by:

• Direct bookings: When we confirm receipt of your cancellation request

• OTA bookings: When the OTA platform processes your cancellation

Sending an email does not guarantee same-day processing. Allow time for response.

7. CANCELLATION BY EOS TOURS

7.1 When We May Cancel

EOS TOURS may cancel a tour in the following circumstances:

• Minimum number of participants not reached (non-guaranteed tours)

• Unsafe weather or sea conditions

• Road closures or inaccessible routes

• Closure of attractions or sites

• Force Majeure events (see Section 8)

• Other circumstances beyond our reasonable control

7.2 Notification

If we cancel your tour:

• Minimum participants: At least 48 hours notice

• Weather/safety: As soon as decision is made (may be same day)

We will contact you using the details provided at booking.

7.3 Your Options

If EOS TOURS cancels your tour, you are entitled to:

7.4 No Additional Compensation

Per EU Directive 2015/2302 Article 12(3), when we cancel due to minimum participants not being reached or due to unavoidable and extraordinary circumstances, you are entitled to a full refund only. We are not liable for additional compensation or consequential losses (flights, hotels, etc.).

8. FORCE MAJEURE

8.1 Definition

Force Majeure refers to unavoidable and extraordinary circumstances beyond the control of either party, the consequences of which could not have been avoided even if all reasonable measures had been taken.

8.2 Examples

Force Majeure events include, but are not limited to:

• Severe weather (storms, flooding, wildfires)

• Natural disasters (earthquakes)

• War, terrorism, civil unrest

• Government restrictions, closures, or advisories

• Strikes affecting transportation or attractions

• Public health emergencies

8.3 Company Cancellation Due to Force Majeure

If we cancel due to Force Majeure:

• Full refund offered

• No additional compensation payable

• Reschedule or alternative tour may be offered

8.4 Customer Force Majeure

In limited circumstances, we may offer refunds to customers who cannot attend due to Force Majeure affecting them personally:

To claim: Contact [email protected] immediately with documentation within 48 hours.

Claims are assessed on a case-by-case basis. Meeting criteria does not guarantee a refund.

9. NO-SHOW POLICY

9.1 Definition of No-Show

You are considered a “no-show” if:

• You do not arrive at the designated pick-up point

• You arrive after the vehicle has departed

• You cannot be located at the pick-up point after reasonable attempts

• You do not have required documents (voucher, ID) and cannot be verified

9.2 No-Show Consequence

9.3 Avoiding No-Show

To avoid being marked as no-show:

• Verify your pick-up details by 18:00 the day before your tour

• Arrive at the pick-up point at least 10 minutes early

• Be visible and ready to board (not inside a building or vehicle)

• Have your phone on and answer if we call

• Have your voucher and ID ready

9.4 Pick-Up Point Reminder

Your pick-up point is a DESIGNATED LOCATION — it may not be directly at your hotel. Check your confirmation for the exact location and GPS coordinates.

10. REFUND PROCESSING

10.1 Processing Time

10.2 Bank Processing

After we initiate a refund, your bank or card issuer may take additional time (typically 5-10 business days) to credit your account. This is outside our control.

10.3 Partial Refunds

For partial refunds (Moderate/Firm policies), the refund amount is calculated based on:

• The cancellation policy applicable to your booking

• The time your cancellation request was received and confirmed

• The original amount paid

10.4 Currency

Refunds are processed in Euros (€). If you paid in another currency, your bank will apply the exchange rate at the time of refund. Any difference due to exchange rate fluctuation is not our responsibility.

11. BOOKING MODIFICATIONS

11.1 Date Changes

If you wish to change your tour date (not cancel):

• Contact us as early as possible at [email protected]

• Date changes are subject to availability

• No fee for date changes made more than 48 hours before original tour

• Changes within 48 hours may be treated as cancellation + new booking

11.2 Name Changes

To transfer your booking to another person:

• Contact us with both names (original and new participant)

• Name changes are generally permitted at no charge

• The new participant must meet any tour requirements

11.3 Participant Number Changes

To reduce the number of participants:

• Treated as partial cancellation

• Cancellation policy applies to removed participants

To add participants:

• Subject to availability

• Current pricing applies to added participants

11.4 OTA Bookings

For bookings made through OTAs, modifications must be requested through the OTA platform. We cannot modify OTA bookings directly.

12. CONTACT INFORMATION

12.1 Related Documents

This Refund Policy is part of our Terms and Conditions. For complete terms, please see:

• Terms and Conditions: https://eos-tour.com/terms-and-conditions/

• Privacy Policy: https://eos-tour.com/privacy-policy/

• Cookie Policy: https://eos-tour.com/cookie-policy/

— End of Refund Policy —

Last updated: [22.01.2026]

Version 1.0