Refund Policy
APPLICABLE POLICIES
Most of WMT's products include a zero cancellation and refund policy. In accordance with our zero cancellation and no refund policy, refunds are only permissible when we are unable to provide the service, for we are the ones responsible for the inability of the customer to enjoy the service they booked for.
SECTION 1: COMMON SITUATIONS IN WHICH WMT PROCESSES REFUNDS
The table below highlights the most common situations in which WMT is obliged to provide refunds to guests. The table also indicates the percentage of refunds to be processed.
| S/N | Situation | Description | Refund Percentage |
|---|---|---|---|
| 1 | No ticket, no alternative | This is a situation in which a guest booked a prepaid tickets tour, but it was impossible to reserve tickets for them in advance. This also applies in situations where the guest rejects all alternatives that we proposed. | 100% |
| 2 | Eiffel Tower: No prepaid ticket, Walk-in option is accepted. | In this case, the guest booked for a tour with prepaid tickets, but it was impossible to secure prepaid tickets for them and a walk-in option was proposed, which they accepted. | 33% |
| 3 | Tour modified to 2nd floor due to unavailability of summit ticket at the point of ticket purchase by coordinator | In this case, the guest booked for a standard /Walk-in visit to the summit. However due to temporary unavailability of summit tickets at the time of purchase by coordinator /guide. Only a second floor ticket is available and purchased for the guest who had booked for the summit . | 33% |
| 4 | Eiffel Tower visit by elevator modified to stairs on the day/time of the visit | In this case, the guest booked a visit to the tower by elevator, either to the summit or second floor. On the day of the visit,guests were not allowed to use the elevator to the second floor by the Eiffel tower management. ,Guests had to use the stairs to the second floor | 33% |
| 5 | Eiffel Tower: Summit booking modified to 2nd floor. | In this case, the guest booked for a visit to the summit of the Eiffel Tower but they are unable to visit the summit because of a technical problem, or unavailability of this summit. | 33% |
| 6 | Eiffel Tower: summit prepaid ticket booking modified to second floor walk-in | In this case, the guest booked for a visit to the Eiffel Tower with the option of accessing the summit. However, it was impossible to reserve summit tickets for the guest, then we proposed a walk-in option which they agreed to, but during The Walk-in, the summit is closed and the guest is only able to access the second floor. | 50% |
| 7 | FLD: Complete cancellation because one or more tickets are unavailable | In this case, the guest booked for the full day tour but due to the impossibility to secure one or more of the three tickets needed for the tour, the guest decides to cancel the entire booking. | 100% |
| 8 | FLD: without Madame Brasserie reservation | In this case guest booked for the full day tour but it was impossible to reserve Madame brasserie for them, and after informing the guests, they are happy to proceed with the tour without the lunch. | 60% |
| 9 | FLD: without Louvre ticket | In this case guest booked for the full day tour but it was impossible to reserve Louvre for them, and they cannot visit the Louvre on another day, leaving us with only the option to proceed with the tour without the Louvre visit. | 40EUR per adult or youth. 20 EUR per child. |
| 10 | Louvre & Breakfast: Reservation of one of the options without the other | In this case, guests booked for a Louvre visit with the option of breakfast, but it was impossible to reserve either the Louvre ticket or the breakfast for them. We will make a refund for the option that is not reserved. | 50% |
| 11 | Louvre & Boat Cruise: Reservation of one of the options without the other | In this case, guests booked for a Louvre visit with the option to go on the boat cruise, but it was impossible to reserve one of the options for them. We will make a refund for the option that is not reserved. | 50% |
| 12 | Eiffel & Boat Cruise: Without Eiffel tour | In this case, guests booked for an Eiffel tower visit with the option to go on the boat cruise, but it was impossible for them to go for the Eiffel Tower tour. | 55% |
| 13 | Standard Refund (Refund requests after bookings have been made) | A Standard refund request is one that is made after bookings have been made. It is a refund policy that stipulates what guests receive as a refund, after an administrative deduction of 15% has been made/ applied. | 85% |
N.B In refund cases that are not addressed on the list above, a request should made to Customer Care to address each unique situation.
SECTION 2: ERROR BOOKING
If a customer mistakenly books our services and requests a refund;
- If the refund request is made within 48 hours of the booking, we provide a full refund (100% of the amount paid).
- If the refund request is made after 48 hours of the booking, we offer a standard refund (85% of the amount paid).
- However, if the tour date and time are within 1 week from the refund request, we are unable to provide a refund, even if the booking was made in error.
- For double bookings, if a customer accidentally books us twice, we allow for a full refund for one of the bookings. To process the refund, the customer needs to provide proof of the double booking. If one of the bookings is with another company, the refund policy for bookings made in error applies.
We strive to ensure a fair and transparent refund process for our customers.
SECTION 3: HOW REFUNDS ARE PROCESSED
STEP 1: Customer refund request is received. (Sample below)
REQUEST FOR REFUND STANDARD TEMPLATE
Dear Wonder Meets and Tours Limited,
I hereby request for a refund. My Booking Name is……………, My Booking Reference is……………, My Tour Date is…………. and Time is………….
On the day of the tour the summit was closed/ the tour did not go due to strike/ the tour did not go by Eiffel tower directives/ the monument was closed/ My tour was cancelled/ ………………………describe the situation.
Kindly refund as requested. Thank you
Regards.
N.B
Refund requests are received directly from the customer or through the Online Travel Agency Platform on which they booked.
STEP 2: Review of refund request
N.B Refund requests are reviewed to verify the claims.
STEP 3: For all bookings with verified claims for refunds, refund requests are processed and the Online Travel Agent Platform is notified to issue refunds to the guests.
Guests whose refunds have been processed will receive an email from us like the one below:
Hello!
Greetings from Wonder Meets and Tours. We have processed your refund for……………. tour as discussed with our customer care team.
Please call Viator customer care at +17029497261 / ……………(Name and number of the Online Travel Agency) if you ever need to follow up on this refund.
Regards,
The Wonder Team
STEP 4:
Upon receipt of verified claims for refund by the Online Travel Agency Platform. Such platform will apply its own refund policy to refund guests
STEP 5: For all enquiries concerning refunds after receipt of confirmation email from us, guests are advised to address such refund enquiries to the Online Travel Agency Platforms on which they booked.
N.B For guests who booked directly on our website and whose claims for refund have been verified, such refund is processed immediately after verification and payment made within 24 - 48 hours of the tour day.
For Refunds to bookings made on our website not received within the stipulated time, kindly address your complaint to
info@wondermeetsandtours.com. And we will respond to your email as a priority email.