Clear and fair policies for your peace of mind
Last Updated: December 2024
At Aurora Bus Yellowknife, we understand that travel plans can change. Our cancellation policy is designed to be fair and transparent while allowing us to maintain the high quality of service you expect.
Standard Cancellation Policy
The following cancellation terms apply to all Aurora Bus tours and activities:
Full Refund (100%)
Cancellations made 7 or more days before your scheduled tour
- Request cancellation via email or phone
- Refund processed within 5-10 business days
- Refund issued to original payment method
- Confirmation email sent upon processing
Partial Refund (50%)
Cancellations made 2-7 days before your scheduled tour
- 50% of tour cost will be refunded
- Remaining 50% retained as cancellation fee
- Refund processed within 5-10 business days
- Option to reschedule instead (subject to availability)
No Refund
Cancellations made within 48 hours of your tour or no-shows
- Full payment retained
- No-shows without prior notice
- Same-day cancellations
- Failure to meet at pickup location
Weather-Related Cancellations
Your safety is our top priority. If we cancel your tour due to weather conditions:
- Full refund (100%) of your booking
- Option to reschedule to another date at no additional cost
- We monitor weather conditions continuously
- Decision made by our experienced guides
- You will be notified as early as possible
Note: Cloudy skies alone do not constitute grounds for cancellation. Aurora visibility depends on many factors, and our guides will take you to the best locations to maximize your chances.
Booking Modifications
Need to change your booking details?
- Date changes: Free up to 24 hours before tour (subject to availability)
- Participant changes: Contact us at least 24 hours in advance
- Upgrade to private tour: Pay the difference if done 48+ hours before
- Add winter gear rental: Can be added anytime before pickup
How to Cancel
To cancel your booking, please use one of the following methods:
Please include your booking reference number and the reason for cancellation. We aim to respond to all cancellation requests within 24 hours.
Refund Processing
Important information about refunds:
- Refunds are processed via Stripe to your original payment method
- Credit card refunds typically appear within 5-10 business days
- Bank processing times may vary
- You will receive email confirmation when refund is initiated
- Currency conversion rates may apply for international cards
Special Circumstances
We understand that emergencies happen. In cases of:
- Medical emergencies (documentation may be required)
- Family emergencies
- Flight cancellations or major travel disruptions
- COVID-19 related travel restrictions
Please contact us directly, and we will work with you to find a fair solution, which may include full refunds or credit for future tours.
Group & Charter Bookings
For group bookings (10+ people) and private charters, special terms apply:
- 14+ days before: Full refund
- 7-14 days before: 50% refund
- Less than 7 days: No refund
- Deposit required at time of booking (typically 50%)
Please contact us directly for group and charter cancellation requests.
Questions?
If you have any questions about our cancellation policy, please don't hesitate to contact us: