We know plans change. This policy explains how cancellations, changes and refunds work for bookings made through Jordan Routes. Where an experience shows its own cancellation conditions on its page or in your booking confirmation, those specific conditions apply to that experience.
Cancellation by you
| Type of booking | When you cancel | Charge |
|---|---|---|
| Day tours, activities, transfers and private services | Up to 48 hours before the start | Free – full refund |
| Less than 48 hours before the start | 50% of the booking price | |
| No-show | 100% of the booking price | |
| Multi-day packages | 14 days or more before arrival | Free – full refund |
| Less than 14 days to 7 days before arrival | 30% of the package price | |
| Less than 7 days to 72 hours before arrival | 60% of the package price | |
| Less than 72 hours before arrival | 100% of the package price |
Please cancel in writing – by email to info@jordanroutes.com or on WhatsApp – and include your booking number. The time we receive your message counts as the time of cancellation.
Changes to your booking
You can ask to change the date, the number of travellers, the pick-up place or other details. We will do our best to arrange it, subject to availability. If the price changes, we tell you before anything is confirmed. A change requested within the cancellation periods above may be treated as a cancellation where the local service provider can no longer accept it.
No-shows and late arrival
If you are not at the agreed meeting or pick-up point at the agreed time and we cannot reach you, the driver or guide will wait for a reasonable time before the service is treated as a no-show. If you arrive late, the experience may be shortened to keep to the schedule of the day, without a refund for the missed part.
Changes or cancellation by Jordan Routes or a local service provider
Sometimes an itinerary has to change for safety, road or weather conditions, site closures, official instructions or the circumstances of a local service provider. We will tell you as early as possible and offer a comparable alternative. If a service is cancelled or significantly changed and you do not accept the alternative, you receive a full refund for that service.
Weather and attraction closures
Some experiences depend on the weather – for example hot-air balloon flights, boat trips, diving and some hikes – and may be cancelled by the operator on the day. Attractions may also close or change their opening hours at short notice. In these cases we offer another date, a similar experience or a refund for the part that could not take place.
Events beyond anyone’s control
If a booking cannot take place because of events beyond reasonable control (for example severe weather, natural events, border or road closures, public health measures or official orders), we help you find an alternative date or service. Where neither is possible, we refund the amounts that have not been used, less any costs that local service providers cannot return to us, as far as the law allows.
Refunds
- Approved refunds are made to the original payment method or by bank transfer, normally within 14 days of approval. Your bank may take a few extra days to show the money.
- For “pay on the day” bookings nothing is charged if you cancel within the free cancellation period.
- Bank transfer and currency conversion charges made by banks are not refundable by Jordan Routes, except where the booking is cancelled by Jordan Routes or a local service provider.
Non-refundable costs
Some items cannot be returned once they are bought for you – for example entrance tickets issued in your name (such as Petra by Night), a Jordan Pass bought on your behalf, or special event tickets. Where this applies, it is stated on the experience page or before you confirm, and these amounts are deducted from a refund.
Your rights
Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded or limited under applicable Jordanian law. This policy forms part of our terms and conditions.