Cancellation & Refund Policy

1. Cancellation Summary

• The cancellation policy for each tour is also shown at checkout. If it differs from the table above, the policy shown at checkout applies.
• All times are local Greek time.
• "Scheduled start" means your pickup time for bus tours, or the tour's start time if you meet us at the starting point. "Departure" means the boat's scheduled departure time.

2. Cancellations by You

2.1 Bus tours — 24 hours

• Cancel 24 hours or more before the scheduled start: full refund.
• Cancel less than 24 hours before, or do not show up: the full price is charged.

2.2 Boat tours by Partner Operators — 48 hours

• Cancel 48 hours or more before departure: full refund.
• Cancel less than 48 hours before, or do not show up: the full price is charged.

2.3 No-show

You are a no-show if you are not at the pickup point or boarding point at the time stated in your Voucher (see sections 8.1 and 8.2 of our Terms), and we cannot reach you on the contact details you gave us. No-shows are charged the full price.

2.4 On-request bookings

For shore excursions, Tailored Experiences, private tour requests and yacht charters, the cancellation terms stated in our written offer apply. If the offer does not state any, you can cancel free of charge up to 24 hours before the scheduled start; later cancellations and no-shows are charged in full.

2.5 Experiences booked with another provider

Some experiences on kcgtours.gr are booked directly with another provider through their own booking system. Their cancellation policy, as shown on their checkout, applies, and cancellations must be made with that provider.

3. How to Cancel

You can cancel in either of these ways:

1. Online, any time (bookings made through our online booking calendar): use the booking portal link in your confirmation email to view and cancel your booking.
2. By email or phone: contact us during office hours with your booking reference. On-request bookings are cancelled by email or phone.

Please include:

• Your booking reference (shown in your Voucher)
• The Lead Passenger's name
• The tour and date

Your cancellation must reach us before the deadline in Section 1. If the deadline falls outside office hours, please cancel through the booking portal or by email.

4. Refunds

• You receive the full amount paid for the cancelled booking. We do not deduct any transaction fees.
• Refunds go back to the original payment method:
  • Online payments are refunded through our payment provider (Stripe) to the card or payment method you used.
  • Payments through our bank's payment link (on-request bookings) are refunded to the same card through our bank.
  • Card payments at our office are refunded to the same card, in person at our office.
  • Cash payments are refunded in cash.
• We issue the refund immediately once your cancellation is confirmed as eligible. You receive a refund receipt by email.
• The time it takes for the money to appear in your account depends on your bank or card issuer and can be several business days.

5. Changes to Your Booking

• Changes to the date or number of participants requested within the free-cancellation period are free of charge and are not treated as cancellations. They depend on availability; any price difference is payable or refunded.
• Changes requested after the free-cancellation period are at our discretion and subject to availability. If you reduce the number of participants after that period, no refund is given for the removed places.

6. Cancellations and Changes by Us

6.1 Weather and sea conditions

Boat departures are decided by the Port Authority and the Greek authorities, and on the day by the captain. A trip may be cancelled the evening before or at the port shortly before boarding. We inform you as soon as we know and offer:

1. another date, or, if it does not suit you,
2. a full refund.

6.2 Mechanical problems

If a boat or coach cannot run because of a mechanical problem, we offer another date, an equivalent tour on another boat or coach (if available), or a full refund.

6.3 Not enough participants

Bus tours need at least 13 participants. If this minimum is not reached, we may cancel the tour and will inform you by the afternoon before the tour at the latest. You can choose another date or a full refund. Partner Operators set their own minimum numbers; in that case we inform you as soon as the operator informs us, with the same choice.

6.4 Boat tours not yet confirmed by the operator

For partner boat tours booked online, if the Partner Operator has no availability for your booking, we offer you an alternative date proposed by the operator or a full refund.

6.5 Shore excursions

If your cruise ship cancels its call at Kefalonia, you receive a full refund.

6.6 Changes during the tour

• A change in the order of visits does not give a right to a refund.
• If a separately priced section of a tour has to be skipped (for example the cruise section of a combined cruise-and-bus tour), we refund the price difference between the tour you booked and the equivalent tour without that section.
• If an attraction is closed on the day, no partial refund is given, as entrance fees are not included in our prices. We tell you in advance; if you do not accept the change, you can choose another date or a full refund.
• If a tour has to be interrupted, we arrange another coach where possible, or offer you another date. For boat tours we agree the next steps with the Partner Operator and inform you.

In all of the above cases the cancellation deadlines in Section 1 do not apply, and the remedies described are the full extent of our obligation, without prejudice to your rights under mandatory consumer law.

7. Package Offers

For package promotions such as the "Golden Package":

• If you cancel one tour of the package, the package discount no longer applies. The remaining tours are charged at their standard price, and we refund any difference between what you paid and that amount, subject to the deadlines in Section 1. If you cancel the whole package in time, you receive a full refund.
• If we cancel one tour of the package and it cannot be rescheduled, we refund that tour's share: the package discount is spread proportionally across all tours of the package, and we refund the discounted amount of the cancelled tour.

8. Other Cases Without Refund

No refund is given if:

• a participant is refused boarding or removed from the tour because of intoxication or abusive, threatening or dangerous behaviour;
• a participant does not have a Voucher at pickup or check-in and the booking cannot be verified;
• a participant arrives late at the pickup or boarding point (no-show).

If a child causes prolonged disruption and you are asked to end the tour, you are taken back to our office in Lassi and receive a full refund and transport back to your pickup point or accommodation (see section 9 of our Terms).

9. Contact Us

If you have any question about cancelling or changing a booking:

• Email: info@kcgservices.gr
• Phone: +30 2671 025653
• Mobile / WhatsApp / Viber: +30 697 651 4295
• Office: Lassi, Argostoli–Aerodromiou, 28100 Kefalonia, Greece