Dear Christine,

Thank-you for taking the time to offer feedback on your experience with us. We are sorry to hear that your tour was regrettably cancelled, and this caused you some disappointment.

Having investigated your situation it has come to light that you were refunded on 29th June. You were also informed that a member of our management team would be in touch with you shortly with a full and detailed response. This will be sent to you shortly, and we would ask that you direct any further questions to danny@timberbushtours.com, who is personally dealing with your complaint.

We do state clearly on the FAQ (Frequently Asked Questions) section of our website that we require a minimum of 6 passengers for a tour to operate. This information is also stated clearly in our brochure.

We will only cancel a tour as an absolute last resort, and will offer alternatives should this happen. We often get bookings the day before a tour departs, which is why we will not cancel a tour several days in advance, as almost always the tour will fill up and go ahead as planned. We do not want to disappoint our customers by cancelling tours unnecessarily.

Should we have to come to the regrettable decision to cancel a tour, we will notify you and will offer you several alternatives, including:

An alternative tour for the same day
The same/an alternative tour on a different date
A full refund

You will find that all tour companies reserve the right to cancel a tour for operational reasons should it be deemed necessary, however we pride ourselves in the fact that this happens very rarely at Timberbush Tours.

As aforementioned, a member of our management team will be in touch with you shortly, and if you have any further queries in the meantime please do not hesitate to contact us at danny@timberbushtours.com

Many thanks

The Timberbush Team

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