Cancellation Policy

Message or call us on WhatsApp as soon as you know. The sooner it reaches us, the more room we have to help, and the more likely it is that a guide or vehicle can be released to someone else.

Please include your booking reference and the date of the experience. We confirm every cancellation back to you — if you have not heard from us, the cancellation is not yet in place.

Reach us on WhatsApp, at contact@hola-holidays.com, or on +212 670968019.

Most of our experiences can be cancelled or moved free of charge up to 24 hours before the scheduled start time.

Some experiences need more notice, because places are reserved and paid for well in advance and cannot be resold at short notice. The current exception is:

The window for the experience you are booking is always displayed on its page before you confirm, and repeated in your booking confirmation. If you are unsure which applies to you, ask us and we will confirm it in writing.

Where there is availability, we are happy to move your booking to a different date or time at no extra cost, as long as you tell us before the cancellation window closes.

Private and group bookings depend on whether the right guide and vehicle are free on the new date, so a change is always subject to availability. If the new date costs more, we will tell you before confirming.

If you cancel after the window has closed, or do not turn up, a cancellation fee may be charged. That fee covers the guides, drivers and venue bookings we had already reserved in your name and could not release in time.

If you are running late on the day, call us. Where the schedule allows, we will wait or arrange a later pickup. If you have not appeared and we cannot reach you, the driver has to continue with the rest of the route and the booking is treated as a no-show.

Some activities depend on conditions we cannot control — wind for ballooning and water sports, sea state for boat trips, visibility for mountain routes. If we have to call an experience off for weather, a safety concern or something on our side, you choose between a full refund and another date at no extra cost.

Where conditions allow a trip to run but you decide not to travel, that is treated as a customer cancellation and the normal window applies.

Where a refund is due, we return it by the method you paid with. For bookings paid in cash at pickup, the refund is arranged with our team directly.

We do not keep card details on this website, so where a payment was taken through a payment provider, the refund has to be processed through that provider and may take a few working days to appear on your statement.

Refunds are made in the currency you paid in. Any difference caused by exchange rates or bank charges is outside our control.