Coronavirus outbreak: Cancellation policy

Feb 23, 2020

Coronavirus outbreak: Cancellation policy

Feb 23, 2020

Due to the evolving COVID-19 (Novel Coronavirus) situation, Headout is updating the cancellation policy for customers who have booked experiences in impacted countries

The health and safety of guests is our top priority, and we are working very closely with our network of vendors and tour operators to ensure adherence to this cancellation policy. We are also closely monitoring the Centers for Disease Control and Prevention and World Health Organization for live updates on the crisis.

Full Refund Options – No Questions Asked

For those eligible for a full refund based on the scenarios below, you can pick any one of these options as your preferred refund method:

**1. Headout Credits
**You will receive Headout credits for the entire value of your booking with an additional 25% that can be used to book any Headout experience across 35 cities until 31 Dec 2021. All you need to do is just log in to our website with the email ID used at the time of booking.

**2. Refund to Original Payment Method
**If both these options don’t sync with your plans, we will reverse your booking amount to the original payment method.

Disclaimer: Please note that in most cases, you will have both the options available: a refund to the original payment method or receive Headout credits. However, in the rare case when our local partner is not in agreement with our refund policy, we will issue a full refund in the form of Headout credits only. You can use it to book any experience with us until 31 Dec 2021.

Italy (8th March – 3rd April)

Spain (13th March till 31st March)

France (17th March till 31st March)

  • Experiences when the country has imposed lockdown: Full Refund

  • Citizens with an experience booked in a different country during the lockdown: Full Refund

For experiences that are outside of this time period, we request you to reach out to us after 15 days.

Rest of the World

Attraction Closure

  • If your chosen place of visit is closed on your date of visit: Full Refund

  • If you are from a country under Warning Level or have an experience booked in a country under Warning Level: Full Refunds/Headout Credit

You can click here to check the list of attractions that have been closed and their estimated date of reopening.

Visa Issues

  • Experience in the next 30 days but you’re unable to travel due to your country imposing a travel ban to the destination country due to COVID-19: Full Refund

  • Experience in the next 30 days but you’re unable to travel due to the destination country imposing a travel ban due to COVID-19: Full Refund

Note: Please reach out to us to get your claims verified if you are eligible for a full refund.

For experiences booked more than 30 days away: Please reach out to us once the experience date is within 30 days.

Health Concerns

  • You have low immunity, are prone to falling sick, suffering from chronic illness, are an elderly adult, traveling with a young child or are pregnant and have an experience in the next 30 days: Full Refund/Headout Credits

Note: Please reach out to us to get your claims verified if you are eligible for a full refund.

For experiences booked more than 30 days away: Please reach out to us once the experience date is within 30 days.

Flight Cancellation

  • Experience in the next 30 days but your flight has been canceled: Full Refund/Headout credits

Note: Please reach out to us to get your claims verified if you are eligible for a full refund.

For experiences booked more than 30 days away: If no other flights are operating, please reach out to us and we will issue a refund or Headout credits.

COVID-19 Risk Assessment

Warning Level (avoid non-essential travel | widespread sustained spread)

  • China: 6 Jan, 2020 (read travel advisory here)

  • South Korea: 24 Feb, 2020 (read travel advisory here)

  • Iran: 28 Feb, 2020 (read travel advisory here)

  • Most of Europe: 12 Mar, 2020 (read travel advisory here)

  • United Kindom & Ireland: 15 Mar, 2020 (read travel advisory here)

  • Malaysia: 18 Mar, 2020 (read travel advisory here)

  • Australia: 21 Mar, 2020 (read travel advisory here)

  • Canada: 21 Mar, 2020 (read travel advisory here)

  • Brazil: 21 Mar, 2020 (read travel advisory here)

  • Japan: 21 Mar, 2020 (read travel advisory here)

  • Israel: 21 Mar, 2020 (read travel advisory here)

Alert Level (practice enhanced precaution | sustained community spread)

  • Global Outbreak notice (read travel advisory here)

Country-Specific Travel Advisories

  • The United States Ban on entry to travellers. Border with Canada closed to non-essential travel from 20 March (midnight EST). Some flights suspended.

  • In France some flights are suspended. Cross-Channel train and ferry services reduced. Restrictions on non-essential movement until 15 April . Cultural and sporting activities are suspended, large gatherings banned, restaurants and bars closed, shops open at limited hours and public transport limited.

  • Spain ban entry to travellers. All borders closed for entry from 23 March for 30 days. Some flights suspended. Land borders open to cross-border commuters and deliveries only. Tight restrictions on non-essential movement including exercise (food shopping and medical care only)

  • Czech Republic, Estonia, Georgia, Hungary, Latvia, North Macedonia, Norway, Poland, Serbia and Ukraine ban entry to travellers. Check with airlines and transport providers whether transit is permitted before setting off. Flight schedules are reduced, some land/sea borders closed and some non-essential movement restricted.

  • Italy has enacted a travel ban for the entire country and is temporarily closed for travel until the 30th of April. All attractions in Italy are also temporarily closed.

  • Armenia, Bhutan, Israel, Kuwait, Macao, Maldives and Mongolia ban entry to travellers. Some flights and visa-on-arrival schemes suspended. Check with travel providers if transit is permitted before travelling.

  • India ban entry to travellers from 18 March. Flights suspended until 14 April. Non-essential movement severely restricted. All visas and e-visas suspended until 15 April.

  • Saudi Arabia Quarantine in government facilities for 14 days on arrival. Flights suspended and borders closed. Curfew 7pm to 6am for 21 days from 23 March. Suspension of domestic flights, buses, some taxi services and trains from 21 March.

  • Singapore ban on entry and transit. Transit only permitted for British Airways flight BA15 (London-Sydney) and BA16 (Sydney-London) until 9 April.

  • Thailand ban entry to travellers from 26 March. The Cambodia-Laos, Cambodia-Thailand and Cambodia-Vietnam land borders are all closed until 5 April initially.

  • UAE ban entry to travellers. Flights suspended until 9 April. Transit suspended for two weeks from 22 March.

  • Australia ban entry to travellers. All borders closed could remain so for at least six months (to non-citizens and non-residents). Self-quarantine for 14 days. Large gatherings banned.

Click here for a quick overview of attraction closures across the world.

As always, we are here to support our guests for any queries!

Chat with us here

Call us: USA: +1 (347) 897-0100 | UK: +44 (20) 3874 7322

Due to the evolving COVID-19 (Novel Coronavirus) situation, Headout is updating the cancellation policy for customers who have booked experiences in impacted countries

The health and safety of guests is our top priority, and we are working very closely with our network of vendors and tour operators to ensure adherence to this cancellation policy. We are also closely monitoring the Centers for Disease Control and Prevention and World Health Organization for live updates on the crisis.

Full Refund Options – No Questions Asked

For those eligible for a full refund based on the scenarios below, you can pick any one of these options as your preferred refund method:

**1. Headout Credits
**You will receive Headout credits for the entire value of your booking with an additional 25% that can be used to book any Headout experience across 35 cities until 31 Dec 2021. All you need to do is just log in to our website with the email ID used at the time of booking.

**2. Refund to Original Payment Method
**If both these options don’t sync with your plans, we will reverse your booking amount to the original payment method.

Disclaimer: Please note that in most cases, you will have both the options available: a refund to the original payment method or receive Headout credits. However, in the rare case when our local partner is not in agreement with our refund policy, we will issue a full refund in the form of Headout credits only. You can use it to book any experience with us until 31 Dec 2021.

Italy (8th March – 3rd April)

Spain (13th March till 31st March)

France (17th March till 31st March)

  • Experiences when the country has imposed lockdown: Full Refund

  • Citizens with an experience booked in a different country during the lockdown: Full Refund

For experiences that are outside of this time period, we request you to reach out to us after 15 days.

Rest of the World

Attraction Closure

  • If your chosen place of visit is closed on your date of visit: Full Refund

  • If you are from a country under Warning Level or have an experience booked in a country under Warning Level: Full Refunds/Headout Credit

You can click here to check the list of attractions that have been closed and their estimated date of reopening.

Visa Issues

  • Experience in the next 30 days but you’re unable to travel due to your country imposing a travel ban to the destination country due to COVID-19: Full Refund

  • Experience in the next 30 days but you’re unable to travel due to the destination country imposing a travel ban due to COVID-19: Full Refund

Note: Please reach out to us to get your claims verified if you are eligible for a full refund.

For experiences booked more than 30 days away: Please reach out to us once the experience date is within 30 days.

Health Concerns

  • You have low immunity, are prone to falling sick, suffering from chronic illness, are an elderly adult, traveling with a young child or are pregnant and have an experience in the next 30 days: Full Refund/Headout Credits

Note: Please reach out to us to get your claims verified if you are eligible for a full refund.

For experiences booked more than 30 days away: Please reach out to us once the experience date is within 30 days.

Flight Cancellation

  • Experience in the next 30 days but your flight has been canceled: Full Refund/Headout credits

Note: Please reach out to us to get your claims verified if you are eligible for a full refund.

For experiences booked more than 30 days away: If no other flights are operating, please reach out to us and we will issue a refund or Headout credits.

COVID-19 Risk Assessment

Warning Level (avoid non-essential travel | widespread sustained spread)

  • China: 6 Jan, 2020 (read travel advisory here)

  • South Korea: 24 Feb, 2020 (read travel advisory here)

  • Iran: 28 Feb, 2020 (read travel advisory here)

  • Most of Europe: 12 Mar, 2020 (read travel advisory here)

  • United Kindom & Ireland: 15 Mar, 2020 (read travel advisory here)

  • Malaysia: 18 Mar, 2020 (read travel advisory here)

  • Australia: 21 Mar, 2020 (read travel advisory here)

  • Canada: 21 Mar, 2020 (read travel advisory here)

  • Brazil: 21 Mar, 2020 (read travel advisory here)

  • Japan: 21 Mar, 2020 (read travel advisory here)

  • Israel: 21 Mar, 2020 (read travel advisory here)

Alert Level (practice enhanced precaution | sustained community spread)

  • Global Outbreak notice (read travel advisory here)

Country-Specific Travel Advisories

  • The United States Ban on entry to travellers. Border with Canada closed to non-essential travel from 20 March (midnight EST). Some flights suspended.

  • In France some flights are suspended. Cross-Channel train and ferry services reduced. Restrictions on non-essential movement until 15 April . Cultural and sporting activities are suspended, large gatherings banned, restaurants and bars closed, shops open at limited hours and public transport limited.

  • Spain ban entry to travellers. All borders closed for entry from 23 March for 30 days. Some flights suspended. Land borders open to cross-border commuters and deliveries only. Tight restrictions on non-essential movement including exercise (food shopping and medical care only)

  • Czech Republic, Estonia, Georgia, Hungary, Latvia, North Macedonia, Norway, Poland, Serbia and Ukraine ban entry to travellers. Check with airlines and transport providers whether transit is permitted before setting off. Flight schedules are reduced, some land/sea borders closed and some non-essential movement restricted.

  • Italy has enacted a travel ban for the entire country and is temporarily closed for travel until the 30th of April. All attractions in Italy are also temporarily closed.

  • Armenia, Bhutan, Israel, Kuwait, Macao, Maldives and Mongolia ban entry to travellers. Some flights and visa-on-arrival schemes suspended. Check with travel providers if transit is permitted before travelling.

  • India ban entry to travellers from 18 March. Flights suspended until 14 April. Non-essential movement severely restricted. All visas and e-visas suspended until 15 April.

  • Saudi Arabia Quarantine in government facilities for 14 days on arrival. Flights suspended and borders closed. Curfew 7pm to 6am for 21 days from 23 March. Suspension of domestic flights, buses, some taxi services and trains from 21 March.

  • Singapore ban on entry and transit. Transit only permitted for British Airways flight BA15 (London-Sydney) and BA16 (Sydney-London) until 9 April.

  • Thailand ban entry to travellers from 26 March. The Cambodia-Laos, Cambodia-Thailand and Cambodia-Vietnam land borders are all closed until 5 April initially.

  • UAE ban entry to travellers. Flights suspended until 9 April. Transit suspended for two weeks from 22 March.

  • Australia ban entry to travellers. All borders closed could remain so for at least six months (to non-citizens and non-residents). Self-quarantine for 14 days. Large gatherings banned.

Click here for a quick overview of attraction closures across the world.

As always, we are here to support our guests for any queries!

Chat with us here

Call us: USA: +1 (347) 897-0100 | UK: +44 (20) 3874 7322