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: Is the Flight Friendly Refund Policy an insurance policy?

A: No, the Flight Friendly Refund Policy is not an insurance policy, it is a unique feature of our cancellation terms that provides an additional benefit for travelers impacted by arrival flight disruptions.

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: 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: 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.

Q: When is the deadline to be eligible for Flight Friendly Refund Policy?

A: Your transfer must be cancelled before the original scheduled pickup time. If you do not cancel your transfer, we cannot review the booking for a refund via the Flight Friendly Refund Terms.

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: 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: What types of transfers are eligible for the Flight Friendly Refund Policy?

A: Transfers that pick up from an airport are eligible for the Flight Friendly Refund Policy when there is a last minute flight disruption that occurs *after* the cancellation deadline (flight changes in advance of the cancellation deadline do not qualify as you can cancel for a full refund if you cannot modify your booking). A refund can only be approved if the booking is cancelled via the manage bookings page and there is a valid flight disruption.

Q: How do Upgraded Refund Terms differ from the Flight Friendly Refund Policy?

A: The Upgraded Refund Terms provide for a refund for many more reasons than just flight disruptions. Filing a claim via the Upgraded Refund Terms policy also protects the travel advisor commission (if relevant) while a refund through Flight Friendly Refund Policy does not.