Cancellation & Refund Policy

Overview

At Kunlun Outdoors, we understand that plans can change. Our cancellation and refund policy is designed to be transparent, fair, and consistent with industry best practices. It uses a graduated tier system that rewards early cancellations while accounting for the real costs we commit to as your departure date approaches.

All cancellation deadlines are calculated from the scheduled departure date of your trek as stated in your booking confirmation. "Days" means calendar days. Written cancellation notice must be received by email at kunlun@kl-outdoors.com.

Standard Cancellation Tiers

Applies to all treks rated Moderate or Challenging difficulty (below 5,000m maximum altitude):

High-Altitude Expedition Cancellation

For expeditions classified as "Extreme" difficulty (typically 5,000m+ maximum altitude, technical climbing, or objectives above 7,000m), stricter cancellation terms apply due to significantly higher upfront costs for permits, logistics, oxygen supplies, and specialized equipment:

Destination-Specific Terms

Some destinations have additional restrictions due to local supplier policies:

Force Majeure Cancellations

If a force majeure event (as defined in our Terms of Service, Section 7) makes it impossible or unsafe for your trek to proceed, the following provisions apply:

Before Departure

• Option A — Full Credit: Receive a 100% credit for the total amount paid, valid for 18 months, applicable to any future Kunlun Outdoors trek. No deduction, no fees.
• Option B — Refund Minus Irrecoverable Costs: Receive a refund of the total amount paid minus any costs already committed to third-party providers that are genuinely non-recoverable. We will provide documentation and receipts for all deducted amounts.

After Departure (Trip Interruption)

If a force majeure event occurs after your trek has commenced:

• We will make reasonable efforts to provide alternative arrangements of comparable standard
• If the trip must be curtailed, you will receive a pro-rata credit for the unused portion of the trip, valid for 18 months
• If no alternative arrangements can be made, a refund for unused services minus irrecoverable costs will be provided

Cancellation by Kunlun Outdoors

If we must cancel your trek for reasons other than force majeure (e.g., insufficient group size, guide unavailability, permit denial):

• Full refund: You will receive a 100% refund of all amounts paid, including deposit
• Rebooking option: You may choose to transfer your booking to another available departure date at no extra cost
• Compensation: We are not liable for additional compensation beyond the full refund, including but not limited to visa fees, flight costs, equipment purchases, or any other consequential expenses

Special Circumstances

Visa Refusal

If your Chinese visa application is denied and you provide official documentation of the refusal at least 15 days before departure, you will receive a 90% refund of all amounts paid. Requirements:

• You must have applied for the visa in a timely manner (we recommend at least 2 months before departure)
• You must provide the official visa refusal letter from the Chinese embassy or consulate
• You must notify us within 48 hours of receiving the refusal

Medical Cancellation

If you are unable to travel due to a medical emergency or illness, the applicable refund tier (1–4) is determined by the timing of your cancellation, provided you submit:

• A medical certificate from a licensed physician or hospital
• Documentation clearly stating you are unfit to travel or participate in high-altitude trekking
• Notification as soon as reasonably possible

Note: Pre-existing conditions that were not disclosed at the time of booking may affect eligibility. We strongly recommend comprehensive travel insurance that specifically covers trip cancellation for medical reasons.

No-Show

If you fail to arrive at the designated meeting point on the departure date without prior written cancellation, no refund will be provided. This is treated as a Tier 4 cancellation.

Early Departure During Trek

If you choose to leave a trek early for any reason other than a medical emergency or safety decision by our guide, no refund will be provided for the unused portion of the trip. If early departure is required for medical reasons, a pro-rata credit may be issued at our discretion.

Mandatory Travel Insurance

All Kunlun Outdoors participants are required to carry comprehensive travel insurance that meets the following minimum requirements. You must provide proof of insurance (insurer name, policy number, and 24-hour emergency assistance telephone number) before departure. Failure to provide adequate insurance may result in denial of participation without refund.

Minimum Required Coverage

Recommended Insurance Providers

The following providers offer policies suitable for high-altitude adventure travel. This is not an exhaustive list and we receive no commission:

Refund Process

Dispute Handling

If you disagree with a refund calculation or cancellation classification:

1. Written objection: Submit a written objection to kunlun@kl-outdoors.com within 14 days of receiving our refund determination, including any supporting documentation
2. Internal review: Our management team will review your objection and respond within 10 business days
3. Escalation: If the matter cannot be resolved internally, the dispute resolution process in our Terms of Service, Section 9 applies — including CIETAC mediation and HKIAC arbitration

Quick Reference Summary

Contact Us

For any questions about cancellations, refunds, or insurance requirements:

Kunlun Outdoors
Email: kunlun@kl-outdoors.com
Website: kl-outdoors.com
Address: Kunming, Yunnan, China

We aim to respond to all cancellation requests within 2 business days.