Please note: this is a brief overview of questions that are frequently asked about our COVID-19 response plan. To read more, please refer to our COVID-19 Money Back Guarantee Terms & Conditions.
Q) What happens if I test positive for COVID-19 before the experience?
A) You're eligible for a Pollen voucher for the full amount that you have paid towards your experience if you test positive for COVID-19 in the 14 days before your experience starts.
Q) When should I book my flights?
A) Booking and paying for flights is up to you. We recommend you choose an airline that offers flexible terms in case the experience is cancelled or rescheduled. Pollen is not responsible if your flight is rescheduled or for refunding the cost of any flight bookings you make.
Please note, we offer flights as an add-on for some experiences. Where flights are available, this will be explicitly stated in your booking confirmation.
Q) What do I need to do to get into the country?
A) Entry requirements are different depending on where you’re coming from and where you’re going to. So that you can get the information you need about your destination quickly, check out our COVID-19 update pages:
It’s your responsibility to check local government websites and comply with the latest entry requirements before your experience. We’ll be in touch with specific travel details and instructions ahead of your experience.
Q) There's a quarantine rule in place, what are my options?
A) We'll offer you credit if you decide not to travel because you'd have to quarantine on your return.
Just let us know that you want to cancel because a quarantine rule's in place from 6 weeks to 10 days before your experience starts.
If you booked before February 1st 2022, please see the applicable COVID-19 Money Back Guarantee.
Q) I don’t want to attend due to the COVID restrictions. Can I get a refund?
A) For experiences taking place on or before December 31st 2022, you're entitled to a 100% refund in the following scenarios:
- The experience is cancelled by Pollen
- The experience is rescheduled to a later date which you don’t wish to attend
- You test positive for COVID-19 within 14 days of the experience start date.
Terms and conditions apply
If you booked before February 1st 2022, please see the applicable COVID-19 Money Back Guarantee.
Q) Do I have to pay for a COVID test if I need one before I go home?
A) Yes. If you need a test to get home, we’ll provide a list of places in-destination where you can get tested for Covid-19 before you go home, but this is not included in the cost of your experience. We will provide this information before your experience starts.
Q) Will experiences be socially distanced?
A) Depending on local restrictions in destination at the time of the experience, you may be required to maintain social distancing or to wear a face mask.
We’ll be in touch with more information for your experience before you travel.
Q) What is my hotel doing to address COVID-19?
A) Visit your hotel’s website for up to date information on what they’re doing to keep guests safe and well.
Q) When will I know if the experience I’ve booked is going ahead?
A) We’re hoping we can party with you soon but, if we don’t believe we can put on the experience as we’d planned, we won’t go ahead. We will give you as much notice as possible.
Travel insurance
We require everyone to buy travel insurance in order to join us on one of our experiences. For more information about travel insurance for our experiences, please read our booking conditions:
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