This policy explains when you can cancel a booking made through Herivium and what refund you are entitled to. It applies to all bookings for Places, Events and Packages made via the Herivium app or website.
All bookings are sold by Herivium Limited. Refunds are issued by Herivium Limited to the payment method you used at checkout.
1. Cancellation policies
Each vendor on Herivium selects one of three cancellation policies for their listings. The policy that applies to your booking is shown on the listing page and at checkout before you pay, and is repeated on your booking confirmation. The policy in force at the time you book is the one that applies.
Free cancellation
- Cancel 24 hours or more before the start time: 100% refund
- Cancel less than 24 hours before the start time: no refund
This is the default policy for listings on Herivium.
Moderate
- Cancel 5 days or more before the start time: 100% refund
- Cancel between 5 days and 24 hours before the start time: 50% refund
- Cancel less than 24 hours before the start time: no refund
Non-refundable
- This booking cannot be cancelled or changed after purchase and is non-refundable.
- Listings using this policy are clearly marked “Non-refundable” on the listing page and at checkout, and the Cancel option will not appear in your Bookings.
How cut-off times are calculated
- All cut-offs are measured against the scheduled start time of your visit or event, in West Africa Time (WAT).
- If a listing has a visit date but no start time (for example an open-entry heritage site), the start time is treated as 12:00 am WAT on the visit date. Under the Free cancellation policy this means you must cancel by 11:59 pm two days before your visit.
- Refund percentages apply to the booking amount. Where a listing includes third-party components booked on your behalf (for example hotel nights or chartered transport within a Package), the vendor may mark those components as non-refundable; this will be stated on the listing.
2. Packages
Packages bundle several places, transport and, in some cases, accommodation into a single experience. Because vendors commit to third parties in advance, Packages are usually listed under the Moderate or Non-refundable policy. Cancelling one component of a Package is not possible; a Package is cancelled and refunded as a whole under its listed policy.
3. When the vendor cancels
If a vendor cancels your booking, the venue is closed on your visit date, or an event does not go ahead, you are entitled to a full refund regardless of the listed policy, including Non-refundable bookings. Where possible, we will also offer you a reschedule to another date; you may choose either option.
This includes closures caused by weather, security advisories, government directives or other circumstances outside your control.
4. No-shows
A booking is a no-show if it is not redeemed (via your visit PIN or QR code) on the visit date and you did not cancel before the policy deadline. No-shows are non-refundable. Some vendors may, at their discretion, offer a reschedule; please contact support and we will ask on your behalf.
5. Redeemed bookings
Once a booking has been redeemed at the venue, it is considered used. We do not issue partial refunds for late arrival, leaving early, or unused portions of an experience. If something went seriously wrong during your visit, contact us within 48 hours and we will review it with the vendor.
6. How to cancel
Open Bookings in the Herivium app, select the booking and tap Cancel booking. The refund amount you will receive under the listed policy is shown before you confirm. You can also email info@herivium.com with your booking reference; the cancellation time is the time we receive your email.
7. Refund timelines
Approved refunds are processed by Herivium Limited within 5 business days. Depending on your bank or card issuer, it may take a further 5–10 business days for the funds to appear on your statement. Refunds are always made to the original payment method; we cannot refund to a different card or account.
If a refund has not appeared after 15 business days, contact us with your booking reference and we will provide the payment processor’s refund reference so you can follow up with your bank.
8. Disputes and chargebacks
If you believe a refund was calculated incorrectly, contact us first at info@herivium.com. We aim to resolve refund queries within 3 business days. Raising a chargeback with your bank before contacting us may delay your refund and can result in suspension of your Herivium account while the dispute is investigated.
9. Changes to this policy
We may update this policy from time to time. Changes apply to bookings made after the updated policy is published; existing bookings keep the terms that applied when they were made. This policy forms part of our Terms and Conditions.