Last Updated: 24 August 2026
This Return & Refund Policy explains how cancellations, booking changes, and refund requests are handled for trips and travel experiences booked through Polderpass, operated by Dutch Horizon Holding B.V.
The Polderpass development brief requires this policy to clearly explain how to cancel, applicable deadlines, refund eligibility, processing times, and contact details. However, it does not provide exact cancellation windows, refund percentages, or processing periods, so those terms should be finalized by Polderpass before publication.
Polderpass provides bookable travel experiences including:
Different trips may have different cancellation or refund conditions depending on the type of experience and arrangements involved.
Before completing a booking, please review the cancellation information displayed on the relevant trip page.
Individual trip pages are required to include cancellation information and a direct link to this Return & Refund Policy.
Where specific cancellation conditions are clearly presented for an individual trip, those conditions should be considered together with this general policy.
If you wish to cancel a booking, contact Polderpass as soon as possible at:
Email: [email protected]
Phone: +31 20 636 26 24
When requesting a cancellation, please provide sufficient information to identify your booking, such as:
We may request additional information if necessary to locate and process the booking.
Cancellation deadlines may vary depending on the trip or experience booked.
The applicable deadline should be communicated on the relevant trip page or during the booking process before payment is completed.
The supplied Polderpass brief does not specify a standard deadline such as 24, 48, or 72 hours. Therefore, no universal cancellation period should be published until the business confirms one.
Whether a cancellation qualifies for a full refund, partial refund, or no refund will depend on the cancellation conditions applicable to the specific booking.
Factors may include:
Polderpass should clearly communicate applicable refund conditions before the customer completes a booking.
When a refund is approved, it should normally be returned through the appropriate payment method or payment process associated with the original booking, where technically possible.
The final payment provider has not yet been confirmed in the supplied development brief. The brief mentions Stripe or Mollie only as possible examples, so provider-specific refund procedures should be added once the actual payment gateway is selected.
Approved refunds require time to be processed.
The exact period can depend on the payment provider, payment method, and financial institution involved.
The development brief does not specify an exact refund processing period. Polderpass should establish a clear timeframe before publication—for example, a defined number of business days—and update this section accordingly.
If you need to change a booking, contact us as soon as possible.
Requested changes may be subject to:
Submitting a change request does not guarantee that the requested modification can be made.
If an approved booking change results in a different price, the customer should be informed of the difference before the change is finalized.
Additional payment may be required where the replacement experience costs more.
Where an approved change results in a lower amount, any applicable adjustment or refund will depend on the conditions communicated for that booking.
Private tours may involve arrangements made specifically for an individual customer or group.
As a result, private experiences may have different cancellation and refund conditions from standard trips.
Any special conditions applicable to a private tour should be clearly communicated before the customer confirms the booking.
In some circumstances, Polderpass or a provider involved in an experience may need to cancel or materially change a scheduled trip.
Where this occurs, affected customers should be contacted using the information associated with their booking and informed of the available options.
The specific remedy may depend on the circumstances and applicable booking conditions.
Some travel experiences may be affected by weather, transportation disruptions, closures, safety considerations, or other circumstances outside reasonable control.
A change in weather does not automatically establish refund eligibility unless the experience is cancelled or the applicable booking conditions provide otherwise.
Customers should follow any instructions communicated regarding changes to their scheduled experience.
Customers are responsible for reviewing the meeting point, date, start time, and other important information supplied with their booking.
Refund eligibility for a missed departure or late arrival will depend on the conditions applicable to the relevant experience.
Customers should allow sufficient travel time to reach the designated meeting point.
Customers should check booking information carefully before completing checkout and review the confirmation received afterward.
If you discover an error, contact Polderpass promptly at [email protected].
Whether a booking can be corrected or changed will depend on availability and the applicable booking conditions.
A cancellation should not be considered completed merely because a request has been sent.
Customers should retain relevant correspondence and any cancellation confirmation they receive from Polderpass.
For cancellation, booking-change, or refund assistance, contact:
Polderpass / Dutch Horizon Holding B.V.
Waterlandplein 292 E
1024NB Amsterdam
Netherlands
Email: [email protected]
Phone: +31 20 636 26 24
KVK: 93130910
VAT: NL 863067773B01
Polderpass may update this Return & Refund Policy when its booking procedures, products, payment systems, or applicable requirements change.
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