Q: What should I do if I don’t see HWP options?

A: HWP may not appear if: The experience is too close to the travel date The cancellation window is too short The supplier doesn’t allow holds In these cases, immediate payment is required to secure the booking. First, check how close the booking is to the travel date as it may be outside the allowable hold window. If everything looks right but you still don’t see options, it likely means the supplier doesn’t support holds for that experience. Some operators simply don’t support holds due to limited inventory or strict policies. High-demand or last-minute experiences are especially likely to require upfront payment.

Q: What should I do if I booked the wrong date or time by mistake?

A: You should submit a modification request through the Manage Books tool on the top right corner of the website immediately. In the reason field, specify "Booked wrong date" or "Booked wrong time". This allows the operations team to process the request quickly so they can adjust the booking to reflect the correct details for your client.

Q: How do I qualify for a refund through the Flight Friendly Refund Policy?

A: To qualify, follow the steps below: a. For minor flight delays: Your driver will monitor the flight and adjust the pickup time accordingly. b. If your Arrival Flight is canceled or a connecting flight disruption causes you to miss your Arrival Flight and you’re rebooked to arrive the same day as originally scheduled, notify the Operator or Project Expedition. If the new flight cannot be accommodated or you're rebooked on a different date, cancel your transfer before the original pickup time at https://pe.tours/manage. If you do not cancel prior to your transfer’s pickup time, you will not be eligible for a refund. The Flight Friendly Refund Policy does not apply to changes announced before the cancellation deadline. Project Expedition reserves the right to request evidence or proof of your confirmed airline booking, flight itinerary, flight confirmation, flight delay, or flight cancellation. If you are unable to provide this evidence when asked, you may be considered ineligible for a refund through this policy.

Q: Where can I see my final payment deadline?

A: Your payment deadline is shown during checkout and in your booking details after placing the hold. This is the exact date you’ll need to complete payment to keep the reservation. To pay for the booking after it is placed, you can click through the reminder email or go to the My Account >> Bookings >> Payment Due page. Select the bookings you'd like to pay for, and select Check Out on the top of that tab. Add payment, and submit.

Q: What is Hold Without Payment (HWP)?

A: HWP allows you to temporarily reserve a booking without paying at checkout. It secures availability while giving you time to finalize plans with your client. Think of it as a short-term hold, not a guaranteed booking until payment is completed. You will see when payment is due on the voucher, and will receive reminder emails as well. To pay for the booking after it is placed, you can click through the reminder email or go to the My Account >> Bookings >> Payment Due page. Select the bookings you'd like to pay for, and select Check Out on the top of that tab. Add payment, and submit. You will see "Fully Paid" on the voucher once your payment is submitted.

Q: What changed with the updated HWP feature?

A: Holds are now tied more closely to each supplier’s cancellation policy instead of being one-size-fits-all. This means hold lengths may vary depending on the product. The goal is to give you flexibility while staying aligned with what operators allow. You’ll typically see up to three options: 60-day hold (if available) 30-day hold Max hold (the longest possible hold based on the booking rules and the most flexible option) - Not every option appears on every booking. What you see depends on timing and supplier policies. - Hold length is based on the supplier’s refundable cancellation window and how far out the experience is. The system automatically calculates the longest safe hold without risking penalties. That’s why different tours may offer different hold durations. - Holds must end at least 10 days before the cancellation deadline. This buffer helps ensure there’s enough time to process payment and avoid last-minute issues. If a booking is close to its cutoff, you may not see long hold options or any at all. - The hold is based on the most restrictive item in your booking. If one tour has a shorter cancellation window, it determines the hold for the entire cart. This keeps everything aligned and avoids conflicts at checkout.

Q: What is the “Refundable Cancellation Deadline”?

A: This is the last date you can cancel a booking for a full refund. Your hold cannot extend beyond this deadline. In simple terms: once a booking becomes non-refundable, the hold must end before that point. This can be found on the tour page/website on the righthand side by availability, adding the date, time, and number of passengers, and adding a tour to your cart. You will see the cancelation policy for every product on the website. Custom and groups itineraries tend to be non-refundable since they are being built from scratch. You can also see the refund policy on the voucher on the right hand side under "Payment Summary".

Q: How to update my email address?

A: If it is only your email address that need to be updated, let our team know what the current email is and what it needs to be changed to. We can update your account for you. You can email us or live chat us on the website with that change!

Q: When is "Hold Without Payment" (HWP) available?

A: Generally if the booking is made at least 15 days prior to the operator’s cancellation deadline. The product also needs to be 100% refundable (which will be the face most of the time).