Q: What are Upgraded Refund Terms?

A: Upgraded Refund Terms are an enhanced set of terms and conditions that make refunds possible when they often would not be provided. If you select Upgraded Refund Terms with your booking, you may be eligible for a 100% refund if you cannot attend your booking for a wide range of unforeseen and/or emergency circumstances, even when the official cancellation deadline for your booking has passed. Please see the additional FAQs in this section for more information about eligibility and the refund application process. Please note that Upgraded Refund Terms are administered by a third party and Project Expedition is not responsible for decisions made regarding an application for a refund.

Q: Do Upgraded Refund Terms include COVID-19 related circumstances?

A: Upgraded Refund Terms include some common scenarios related to Covid-19 including: • Infection (you or someone in your immediate household contracts Covid-19) • Hospitalization or death of an immediate family member due to Covid-19 • A change in pre-existing medical condition that results in a doctor recommending that you do not attend due to risk of exposure to Covid-19 Please note that Covid-19 related government travel bans are not considered a refund eligible event.

Q: Can I add Upgraded Refund Terms after I have made my booking?

A: No, unfortunately if you would like to purchase Upgraded Refund Terms, you must do so on the checkout screen at the time of purchase. It is not possible to add the upgrade to your booking retroactively.

Q: What happens if my circumstance is not included in the list of covered events?

A: If you feel your circumstance is “unforeseen” and/or an “emergency” but you cannot find it in the list of qualifying events, then we recommend you still apply via the online application form. The circumstance will be considered by our partner’s consumer-centric refund team. If it is found that your situation is not classified as an emergency or unforeseen, your refund application will likely be denied.

Q: What circumstances are excluded from the Upgraded Refund Terms?

A: Any circumstance that is not detailed in the Terms & Conditions and cannot be considered an unforeseen and/or emergency circumstance will not be eligible for a refund. We cannot give you a full list of exclusions due to the fact that “emergency circumstances” are considered on a discretionary basis. However, generally “I don’t want to attend/don’t feel like attending” is not a valid reason for a refund.

Q: How do I pay in a different currency?

A: To change your preferred currency, go to your account page. On the "Profile" tab, use the Preferred Currency dropdown menu to select your currency from the available options. Make sure to click the "Update" button at the bottom of the page to save the change.

Q: Troubleshooting Declined Credit Card Transactions

A: General troubleshooting tips: - Most error messages regarding declined transactions come directly from the bank, not the Project Expedition system, so the most common cause of declined transactions on our website is due to the client’s bank blocking the payment from going through. Have your client call their bank to authorize the charges. - Make sure to type out the credit card information - copying and pasting into the credit card fields often leads to declined transactions. Troubleshooting zip code errors: - Double-check that the zip code matches the billing address attached to the credit card. - If you have a Canadian postal code, you will need to enter only the 3 digits followed by 00 into the zipcode field. For example, L3Z 1C1 would be formatted as 31100.

Q: What is considered an emergency or unforeseen circumstance?

A: Upgraded Refund Terms cover a wide set of circumstances that may prevent you from attending your booking, including (but not limited to): • COVID 19 infection or isolation • Illness / Injury • Pre-existing Medical Condition • Pregnancy Complication • Death of Immediate Family Member • Public Transport Failure • Scheduled Airline Failure • Mechanical Breakdown • Jury Service/Court Summons • Home Emergency • Armed Forces & Emergency Services Recall • Adverse Weather • Relocated for Work • Theft of Tickets • Changes to Examination Dates • Emergency Circumstances The term “emergency circumstances” is purposefully broad to include an extensive range of possible situations you may experience. Determinations about what qualifies as an emergency circumstance will be made on a case-by-case basis.

Q: How do I reset my password?

A: If you do not remember the password to your account, you may reset it by following the steps below: 1. Click "Sign In" at the top right of the homepage. 2. On the next screen, you will be asked to enter your login information. Click the "Forgot Password" button. 3. When prompted, enter the email address associated with your account to generate an automated email with a reset password link 4. Go to your inbox to retrieve the reset password link. Click that link and follow the steps to reset your password.

Q: How do I apply for a refund with my upgraded terms?

A: Applying for a refund with your upgraded terms is simple and straightforward. Cancel your booking online via the Manage Bookings portal (pe.tours/manage) and then follow the prompts to file a claim. The online refund application form (which can be accessed anytime by visiting refundable.me) will require some basic information about your reason for canceling as well as evidence to document that reason. Once your claim has been validated by our partner, you will receive a 100% refund directly to your bank account. Typically refunds are processed within 72 hours of form submission.