Cancellations · Policy · Three real cases
When something doesn’t fits.
Every relationship ends sometime. Here we explain what we do when the trip can’t go ahead — because of you, us, or the rain.
Policy
Version 2026.10.0 · in force since 7 October 2026
More than 60 days before the trip
90 %
The remaining 10% covers design fees, briefings, calls and actual hours invested.
60–30 days before
50 %
By this date, some hosts have blocked their calendar and turned down other requests.
Less than 30 days
0% cash · 100% credit
No cash refund, but full credit valid 18 months to reuse (transferable to a direct family member).
Our cancellation
100 %
Full refund of everything paid.
These terms are signed with every proposal. If a supplier's specific terms are stricter, they are stated in writing in the proposal before any payment.
Three cases real
Three trips that did not go as they should. Anonymised with permission. The written policy says little — the cases say everything.
Case · October 2024
Family from Madrid · 9-day trip planned · cancelled 12 days before due to father’s COVID-19
Decision
Full credit valid for 18 months. They re-ran the trip in March 2025 at no additional cost. They also asked for 2 extra days; we charged only the actual incremental cost (no new design fee).
Case · March 2025
Barcelona couple · cancellation 90 days before due to separation
Decision
90% refund per policy. A cordial call. Mohamed sent a María Zambrano book as a gesture. The separation eventually led one of them to travel solo. They paid a reduced single rate.
Case · May 2024 — our incident
Solo traveller · 5-day Sahara · torrential rain and the host family couldn’t pitch the tent
Decision
We laid out options: 100% Sahara refund and a stay in Marrakech with extra experiences at no cost, or rescheduling. They chose to stay. The extra services cost €1,840, which Signed Journey absorbed in full. They returned in October 2024.