COVID-19 Money Back Guarantee Terms & Conditions

Date last updated: May 1st, 2022

• For purposes of this guarantee, “experience” means the entire trip package, including all entertainment and hotel accommodations you purchased through Pollen.
  
  
• This guarantee applies only to monies paid for your experience. If a credit note was used towards payment of your experience, then you will receive a new credit note for the same value. You will not receive a refund for any discount code or promotional code used to purchase your experience.
  
  
• This guarantee applies to experiences taking place up until 31 December 2022.
  
  
• This guarantee only applies to current customers and does not apply to any customer who has already cancelled their experience even if Pollen later cancels or reschedules the entire experience.
  
  
• If you have already received a refund for the experience from your travel insurance provider, or via your payment card provider, you are not eligible for a refund under this guarantee.
  
  
• This guarantee does not apply if Pollen cancels an experience for a non-COVID-19 related unforeseen circumstance outside of our control, such as a strike, natural disaster, or hurricane.
  
  
• For this guarantee to apply if you test positive for COVID-19 within 14 days of the experience start date, you must both notify Pollen and provide any requested proof of your positive test result prior to the experience start date. Pollen will only accept a positive PCR test result, rapid antigen test result or results of a test administered by a medical professional.  Positive test results must be dated and clearly state your full name, matching your booking details. You must send in your positive test results to results@pollen.co. Positive test results are treated in confidence and shall be disclosed only for the purpose of processing a refund before being permanently destroyed. By submitting your COVID-19 results to Pollen you are acknowledging and accepting the applicable privacy notices: US-based residents or UK/EU citizens. 
  
  
• If the experience is rescheduled to a later date which you don’t wish to attend, in order to receive a refund for the trip, you must notify Pollen within the applicable timeframe provided in the email or other communication we send to you notifying you of the reschedule.
  
  
• Any amounts paid for trip insurance are not included in this policy and will not be refunded under it. You must contact your insurance provider to cancel any applicable insurance policy.
  
  
• If you file a dispute with your payment provider or bank, you are not eligible for a refund under this guarantee.