Cancellation and Refund Policy

This policy explains how cancellations, refunds and changes are handled for tour bookings made with arcaroam.com (PE, EDRPOU 17057872), Kyiv, Ukraine.

1. Governing law

Tour bookings are governed by Law of Ukraine No. 324/95-VR 'On Tourism' dated 15.09.1995, including financial guarantee duties for tour operators. Distance contracts follow Law of Ukraine No. 3153-IX 'On Consumer Protection' dated 10.06.2023 (pre-contractual information, cancellation rights, refunds). Electronic commerce follows Law of Ukraine No. 675-VIII 'On Electronic Commerce' dated 03.09.2015.

2. Cancellation by the traveller

You may cancel in writing to contact@arcaroam.com. Refund tiers depend on the date we receive your notice before departure:

• 30+ days: full refund minus any non-refundable supplier costs.
• 15–29 days: 50% of the tour price refunded.
• 7–14 days: 25% refunded.
• Under 7 days or no-show: no refund.

3. Changes and transfers

Date changes requested 15+ days before departure are free once per booking, subject to availability. Later changes may incur a fee of up to 20% of the tour price. Bookings are transferable to another traveller if we are notified at least 7 days before departure.

4. Cancellation by the operator

If we cancel due to force majeure, minimum group size or safety, you receive a full refund or a free rebooking. The financial guarantee under Law of Ukraine No. 324/95-VR 'On Tourism' dated 15.09.1995 protects prepayments for covered tour services.

5. Refund procedure and disputes

Approved refunds are paid within 14 calendar days using the original payment method, unless you agree otherwise in writing. To submit a complaint or dispute, email contact@arcaroam.com or call +380 637 405 2947. Unresolved consumer disputes are handled under Law of Ukraine No. 3153-IX 'On Consumer Protection' dated 10.06.2023 with the competent authority.