We hope that you and your loved ones are all well and coping with the present situation. Like all businesses involved with travel we are hunkering down to weather the Covid-19 storm. We are resigned to the fact that it is unlikely that we will be able to run any of our 2020 tours, although if you show up, and we can run the tour, we will. Even if just for two people! Realistically, however, until a vaccine is available it is unlikely that international travel will return to normal, therefore 2021 is also likely to be another difficult year. Consequently, I am doing what is necessary for Customwalks to survive this challenge in order to be ready to start running some tours again in 2021 and hopefully getting back to pre-Covid numbers in 2022. So rest assured, this is not the end, it is just a pause, and when conditions permit we will all be back and ready to enjoy many more incredible travel experiences.
Now to the more prosaic issues of cancellations, deferred travel, and refunds as a result of the pandemic. Here’s the skinny:
Regarding refunds you can choose between these options:
Regarding the timing of Final Payments for 2020 tours, realistically, I doubt that we will be able to run any of our 2020 tours, but in order to give extra time for a miracle to occur I have decided to push back the timeline for final payment to 35 days before departure rather than the previous 90 days before departure. That will give everyone more time to make an informed decision about their travel.
Our cancellation terms have been amended to this:
If you decide to cancel your trip, the following fees apply at the time (prior to departure) we receive written notice of your cancellation:
More than 35 days before departure: full refund if you so wish, or you can choose to put your deposit towards future travel with us
Between 34 and 15 days before departure: 25% of the trip price per person.
Between 14 and 0 days () before departure: 50% of the trip price per person.
Everyone at Customwalks wishes you well and we look forward to getting back out on the trail with you as soon as possible.
Brett, Manu, Claire, Sara, Francesca, Stephanie, Marco, Melissa, Dennis, Manuela, Rachele, Francesco, Rudy, Heidi, Dayan, Nefeli, Dimitris, and Ottavia
Toll free Canada & USA
please note this will ring through to our office in New Zealand and will be answered between 9 a.m. and 6 p.m. New Zealand time.
(+64) 021 0711972
(+39) 0577 749198
Italian operations office
You can also leave a message, but communication by email is more reliable because during the season we are often on tour, and not in the office.