Last updated: February 24, 2026
TOWN NEW LLC (“we”, “us”, or “our”) provides travel planning services, small-group guided experiences and custom itineraries through our website townnew.com (the “Site”). This Refund Policy explains our approach to refunds, cancellations and payments for all bookings made directly with us. By making a booking you agree to the terms outlined below.
Scope of This Policy
This Refund Policy applies exclusively to paid services booked through the Site or directly with TOWN NEW LLC, including small-group departures, private custom trips and any add-on experiences we organize.
It does not apply to third-party services (such as flights, independent hotel reservations, train tickets or travel insurance) that you book separately even if we recommend or suggest them during the planning process. Refunds for those items must be handled directly with the respective providers according to their own policies.
Payment and Booking Confirmation
All bookings require a non-refundable deposit (usually 30–50% of the total trip cost depending on the itinerary length and complexity) at the time of confirmation. The remaining balance is due by a specified date communicated during booking, typically 60–90 days before departure.
Once we receive your deposit and issue a written booking confirmation (via email), the booking becomes binding and our cancellation terms begin to apply.
Cancellation by You
If you need to cancel your trip we require written notification sent to [email protected]. The effective cancellation date is the date we receive your email.
Refund eligibility depends on how far in advance we receive your cancellation notice:
More than 90 days before the scheduled departure date: we refund 100% of any amounts paid beyond the non-refundable deposit. The deposit itself remains non-refundable as it covers our upfront planning, reservation holds and administrative costs.
Between 89 and 61 days before departure: we refund 50% of the balance paid (excluding the deposit).
60 days or fewer before departure: no refund of any payments received, including the deposit and balance.
In cases of serious illness, bereavement or other exceptional circumstances we may consider partial goodwill refunds or travel credit on a case-by-case basis. Supporting documentation will be required and all decisions are at our sole discretion.
Cancellation or Changes by TOWN NEW LLC
We reserve the right to cancel or significantly alter any trip if necessary due to unforeseen circumstances such as insufficient participants to operate a small-group departure safely and enjoyably, natural disasters, serious political instability, government travel advisories against the destination, pandemics or other events beyond our reasonable control (“force majeure”).
In the unlikely event we cancel a trip before departure we will offer you one of the following options:
A full refund of all amounts you have paid to us
A travel credit for the full amount paid valid for two years toward any future trip with us
We are not responsible for refunding non-recoverable costs you incurred with third parties (flights, visas, separate accommodations, etc.).
If we make a significant change to the itinerary (such as changing more than two core overnight locations or removing a major advertised experience) you may choose to accept the modified trip, receive a partial refund for the affected portion, or cancel with a full refund of payments made to us.
No-Show or Early Departure
If you fail to join the trip on the start date or leave the trip early for any reason (personal, medical or otherwise) no refund will be issued for unused days, activities or services. Travel insurance is strongly recommended to cover such situations.
Refunds Processing
Approved refunds will be processed to the original payment method used for the booking within 14–30 business days after we receive and approve your request (or after the trip end date in case of our cancellation).
Please note that processing times may vary depending on your bank or card issuer and we are not responsible for delays caused by third-party financial institutions.
Travel Insurance Requirement
We strongly advise all participants to purchase comprehensive travel insurance that includes trip cancellation, interruption, medical emergencies, evacuation and lost baggage coverage. Many policies offer reimbursement for non-refundable deposits and balances in cases of illness or other covered reasons.
We do not sell insurance and are not responsible for claims under any policy you purchase.
Contact Us
If you have questions about this Refund Policy, need to discuss a cancellation or require assistance with a refund request please contact us:
TOWN NEW LLC
[email protected]
+1 603-420-8290
80 Premium Outlets Blvd
Merrimack, NH 03054
United States
We aim to respond to all inquiries within 48 hours and appreciate your understanding that our small-team structure means we handle each case personally and carefully.
Thank you for choosing TOWN NEW. We do everything possible to make your travel experience exceptional and regret any situation that requires a cancellation or refund discussion.