Cancellation and Refund Policy

Cancellation and Refund Policy:

At Tenn Tours, we understand that plans can change. We aim to keep our cancellation policy fair to both our guests and our team, while maintaining safe and well-organized cave tour operations.

1. Booking and Payment:
Full payment is required at the time of booking unless otherwise stated.
Your reservation is confirmed once payment has been successfully processed and you receive a confirmation email.

2. Guest Cancellations:
If you cancel:

- 7 or more days before your tour: you will receive a full refund.
- 3 to 6 days before your tour: you will receive a 50% refund.
- Less than 72 hours before your tour: no refund will be issued.

If you are unable to attend, you may request to reschedule instead of canceling. Reschedule requests are subject to availability.

3. Same-Day Cancellations and No-Shows:
Guests who do not arrive for their scheduled tour, arrive too late to participate, or leave voluntarily after the tour begins are considered no-shows and are not eligible for a refund.

We recommend arriving at least 15 minutes before your scheduled departure time.

4. Operator Cancellations:
Your safety is our top priority. We may cancel or delay a tour due to:

- unsafe weather conditions
- cave or trail hazards
- flooding or environmental conditions
- guide illness or operational issues
- insufficient minimum group size, if applicable

If we cancel your tour, you will be offered either:
- a full refund, or
- the option to reschedule for another available date

5. Weather and Safety Policy:
Tours operate in many normal outdoor weather conditions. Light rain, cold temperatures, or muddy conditions do not automatically qualify for a refund.

However, if conditions are unsafe in our judgment, we may reschedule or cancel the tour and offer a full refund or rebooking option.

6. Late Arrivals:
Tours depart on time. If you arrive late and miss your scheduled departure, we cannot guarantee participation, rescheduling, or a refund.

7. Medical, Fitness, and Safety Restrictions:
Participants are responsible for reviewing the physical requirements of recreational caving before booking. If a guest is unable to participate because they do not meet minimum safety, age, weight, mobility, or equipment requirements, refunds are not guaranteed.

If you are unsure whether a tour is appropriate for you, please contact us before booking.

8. Private Tours and Group Bookings:
Private tours, school groups, and custom group reservations may be subject to separate cancellation terms stated at the time of booking. If separate terms apply, those terms will govern the reservation.

9. Refund Processing Time:
Approved refunds are issued to the original payment method. Please allow 5 to 10 business days for the refund to appear on your account, depending on your bank or card issuer.

10. Chargebacks and Payment Disputes:
If you have any issue with your booking, please contact us first at info@tenntours.com. We are happy to work with you to resolve booking concerns quickly.

By completing a booking, you acknowledge that you have read and agreed to this Cancellation and Refund Policy.