Cancellation and refund policy

Plain rules, in writing, before you pay. These terms apply to every private tour, transfer and service booked with G Tour; the booking conditions set out the whole contract.

If you cancel

• 7 days or more before the start — full refund of everything you have paid, including the deposit.
• Between 7 days and 48 hours before the start — 50 % refund.
• Less than 48 hours before the start, or no-show — no refund, because the guide, driver and hotels have been reserved and paid.

For multi-day tours with hotels and for groups of eight or more, the booking confirmation may state a different timetable; where it does, the confirmation applies. Cancellation is effective when we receive your e-mail or WhatsApp message at info@castle.ge or +995 577 41 63 14; we confirm receipt within one working day.

If we cancel or change

We cancel a tour only when we cannot run it safely or lawfully — a closed mountain pass, a weather warning, a strike, a public-health order — or when a supplier fails us. In that case you choose: a new date, an alternative tour of equal value, or a full refund of everything paid, within 10 days. If we have to change a significant element (route, hotel category, a main site) before departure, we tell you at once and you may accept the change or take the full refund. Minor changes — order of stops, a different restaurant of the same standard — are part of travelling and are not grounds for a refund.

Weather, roads and force majeure

Georgia is a mountain country. If the Roads Department closes a pass on the day (we check road status hourly), we re-route to an alternative of equal interest or reschedule at no cost; a refund is given when neither is possible. Events beyond anyone’s control — natural disasters, epidemics, war, government orders, airline cancellations — are treated the same way: we return what has not been spent and help with everything else.

Unused services

Services you choose not to use during the tour (a skipped meal, an early return) are not refundable. If you fall ill during a multi-day tour, we will do our best to recover costs from hotels and pass the recovery on to you.

How refunds are paid

Refunds go back to the card or account that paid, in the currency of payment, within 10 working days of our written confirmation. Bank or card-processor fees charged to us are not deducted from refunds. We never offer “credit” instead of a refund unless you ask for it.

Travel insurance

Cancellation for your own reasons (illness, visa refusal, missed flight) is exactly what travel insurance covers, and since 2026 visitors to Georgia must hold insurance anyway. Read our insurance guide.

Complaints

If you think a refund was wrongly calculated, use the complaints procedure; a person answers within two working days.

G Tour is a brand of Sheni LLC (შპს „შენი“, identification number 406548222, registered 9 February 2026, legal address Gorgasali Lane 3, Krtsanisi district, Tbilisi; director Ioseb Demetrashvili). Office: Castle in Old Town, 3 Betlemi Rise, 0105 Tbilisi. Paris office: 32 Boulevard de Rochechouart, 75018 Paris. Contact: info@castle.ge, WhatsApp +995 577 41 63 14. Version 1.0 — 26 October 2026. This document is reviewed at least once a year and whenever the law or our practice changes; the date above is the date of the current version.