REFUND POLICY FOR THE MALTA HERITAGE HUNT
Last updated: 24th  April 2025

 

1. Purpose and Scope

 

This Refund Policy supplements our Terms & Conditions and explains when and how monies paid to The Malta Heritage Hunt (“we”, “us”) will be refunded. It applies to all bookings for our interactive, self-guided city-tour experiences in Mdina.

 

2. Legal Framework

 

Refunds are handled in line with:

• the Package Travel and Linked Travel Arrangements Regulations (S.L. 409.19) which require organisers to reimburse consumers within 14 days when a package is cancelled;

• the Consumer Affairs Act (Cap. 378) and EU Directive (EU) 2015/2302, which entitle travellers to prompt reimbursement in the event of cancellation in line with the mandated cancellation policy.

Nothing in this Policy limits any mandatory statutory rights you enjoy as a consumer.

 

3. Definitions

• “Start Time” – the time stated on your booking confirmation.

• “Working Days” – Monday to Friday, excluding Maltese public holidays.

• “Gift Voucher” – any prepaid voucher or promotional code issued by us.

 

4. Eligibility for Refunds

Gift Vouchers, promotional coupons and booking-fee surcharges are non-refundable but may be re-issued with a new validity date at our discretion.

 

5. Requesting a Refund

 

5.1 How to apply – E-mail info@themaltaheritagehunt.com or reply to your booking confirmation, quoting your booking reference, participant name and bank/ card details (if required).

 

5.2 Evidence – We may require reasonable evidence (e.g., medical certificate, flight disruption notice) if you are invoking force-majeure-type reasons for a late cancellation.

 

6. Processing Timeframe and Method

 

6.1 Timeframe – Eligible refunds are authorised within 7 calendar days and paid no later than 14 calendar days from the date we receive your request or, where applicable, from the date we receive cleared funds back from third-party suppliers – whichever is later, but always within the statutory 14-day window.

6.2 Method – Refunds are returned to the original payment channel (card, bank transfer, PayPal, etc.). Cash refunds are not made.

6.3 Currency – Refunds are processed in euro (€). Any exchange-rate differentials or intermediary bank charges are borne by the Client.

 

7. Partial and Split Payments

 

Where a booking was paid by more than one person or by mixed methods (e.g., part voucher, part card), each portion is refunded pro-rata to the source of payment.

 

8. Gift Vouchers & Promotional Codes

 

Gift Vouchers are non-refundable once purchased. Where a tour purchased with a voucher is cancelled in accordance with Section 4, the voucher will be reactivated for future use and its original expiry date will be extended by three months.

 

9. Chargebacks and Disputed Transactions

 

9.1 Before initiating a card-scheme chargeback you must give us an opportunity to resolve your complaint.

9.2 Unsubstantiated or abusive chargebacks constitute a breach of contract and we reserve the right to recover associated costs, interest and reasonable legal fees.

 

10. Delays Beyond Our Control

 

Should external suppliers (e.g., payment processors) delay remitting funds to us, we will keep you informed and will still ensure that you receive your refund within the legal 14-day period. If an unavoidable banking delay makes this impossible, you are entitled to statutory interest from day 15 until the date of payment.

 

11. Amendments

 

We may modify this Refund Policy from time to time. The version published on our website at the date your booking is confirmed will apply to that booking, unless a change is mandated by law.

 

12. Contact

E-mail: info@themaltaheritagehunt.com
Tel: +356 77191200

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If you have any questions about this Policy or require assistance, please contact us using the details above.