Refund & Cancellation Policy

Before you make a payment

Your written quotation or booking conditions must identify the cancellation deadlines and time zone, any cancellation or amendment charges, non-refundable items and their reasons, deposit treatment, refund method and expected processing timeframe. Please ask us to clarify any missing condition before paying. This preview does not set a standard percentage deduction or a universal refund deadline.

How to request a change or cancellation

Email Anhe using the address at the bottom of this page. Include your booking reference, traveller name, affected services and requested change or cancellation. We will acknowledge receipt and confirm which bookings are affected. Keep a copy of your request. The applicable deadline and receipt time are assessed using the time zone stated in your booking conditions. If departure is close, also use the urgent contact supplied in your booking confirmation.

Travel, hotels, transport and activities

For services you cancel, the refund is assessed under the agreed booking conditions and applicable law, taking account of necessary costs already incurred and supplier amounts that cannot be recovered. We will provide a breakdown of deductions and seek recoverable supplier refunds where appropriate. Unused services are not automatically wholly non-refundable.

Changing dates, names or group size may affect availability and price. We will explain any additional charge or refund before you agree to a replacement arrangement. Missed departures, late arrivals and no-shows are assessed under the conditions disclosed for the affected service; they do not automatically cancel unrelated refund rights.

Health checks and hospital appointments

Hospital appointment and examination cancellation rules may differ from hotel and travel rules. We will identify which fees Anhe collects and which are paid directly to the hospital. Hospital-collected refunds are handled through that provider’s process; Anhe can help communicate your request. If a provider decides an examination is unsuitable or cancels it, we will clarify the applicable refund or rescheduling options. The effect on other booked services must be assessed separately.

If Anhe or a supplier cancels

If we or a supplier cannot provide a confirmed service, we will explain the change and the options available under your contract and applicable law. An alternative requires your agreement. Where you are entitled to a refund, credit or a voucher is not a compulsory substitute for money. Any compensation or package travel rights that apply remain unaffected.

How refunds are returned

Once the amount is confirmed, we will explain the refund method and processing timetable. Refunds should normally go back through the original payment method, subject to that provider’s rules and applicable law. The date we issue a refund and the date it reaches your account may differ. Any proposed deduction must be explained and permitted by the agreed terms and applicable law; payment-provider or exchange-rate charges are not automatically passed on to you.

Unavoidable events and disputes

Disruption caused by events outside the parties’ control is assessed under the contract and applicable law, including any special package travel protections. It is not treated as a blanket exclusion of refunds. If you disagree with a calculation, contact Anhe to request an itemised breakdown. Your statutory rights and any available payment-provider dispute rights remain unchanged.