Cancellation Policy

Booking process

We offer two simple ways to book your experience.

Instant booking

You can book directly through our website for fast, automatic confirmation. Choose your tour, complete payment, and you will receive your confirmation email.

Custom enquiry

If you need a personalized plan, you can submit an enquiry or contact us directly. We will prepare a detailed quote based on your preferred tour type, group size, and travel dates. Once you approve the quote and complete payment, we will send your confirmed itinerary with the necessary details.

All prices are listed in Canadian dollars (CAD) and include taxes unless specified otherwise.

Payment terms

A 20% deposit is required at the time of booking to secure your date. This deposit is refundable if the booking is cancelled 72 hours before the tour.
The remaining balance is due 14 days before the tour.
If you book within 14 days of the tour date, full payment is required.
We accept major credit cards, debit cards, bank transfer, and PayPal.
If your payment becomes overdue, we will send reminders. If we do not hear from you, the reservation may be cancelled.

Banff Elite follows a 72-hour cancellation policy for most tours, with specific conditions for large groups.

Groups of 1 to 6

Full refund, including your deposit, for cancellations made 72 hours or more before the tour start time.
No refund for cancellations made within 72 hours of the tour.

Groups of 7 or more

Partial refund — the total amount paid, minus the 20% non-refundable deposit — for cancellations made 72 hours or more before the tour.
No refund for cancellations made within 72 hours of the tour.

This policy lets us manage fleet and staffing commitments. Late cancellations for large groups prevent us from offering our largest vehicles to other travellers.

Multi-day experiences

A 20% deposit is required to confirm all multi-day experiences and is non-refundable under all circumstances.
For cancellations made 72 hours or more before the experience start time, guests receive a refund of all amounts paid, excluding the 20% non-refundable deposit.
For cancellations made within 72 hours of the experience start time, no refund will be provided.

Late arrivals and no-shows

We do our best to accommodate every traveller, and we also keep tours on schedule for the comfort of the group.

Pickup delays

If you arrive 10 minutes or more late to your scheduled pickup point, it may be considered a no-show, and no refund will be issued.

Shared tour stop delays

During shared tours, timing matters. If you return 15 minutes or more late at any tour stop, the tour will continue for the other guests. You will need to arrange your own transportation back to your accommodation.

Weather and parking challenges are exempt from this rule. We understand these are beyond your control.

Third-party activities

Some experiences, such as gondolas, lake cruises, and Ice Explorer tours, are operated by third-party providers.

These activities follow their own cancellation rules, which may differ from ours. Availability and weather may affect your booking. We will notify you as early as possible about any changes, and refunds for these items follow the provider’s policy.

Changes to your booking

Travel plans can shift. You may request changes up to 72 hours before the tour, and we will do our best to accommodate them.

Changes include:

Adjusting tour dates.
Modifying activities.
Customizing the itinerary.

Certain activities depend on availability and may have additional costs.

If weather affects road access or safety, we may adjust your itinerary or reschedule the experience.

Events beyond our control

Unexpected events can affect travel. Banff Elite is not responsible for cancellations or changes caused by circumstances outside our control, such as:

Road or park closures.
Wildfires or flooding.
Extreme weather.
Government restrictions.
Natural disasters.
Airline or transportation disruptions.

In these cases, we will work with you to reschedule your tour or offer partial refunds where possible, depending on provider policies.

Refund processing

All approved refunds are processed within 5 to 10 business days and returned to the original payment method.

Waivers and safety

Some activities, such as hiking or adventure experiences, require signing a waiver. If a waiver is required and is not signed, the activity will be cancelled without a refund.

Travel insurance

We strongly recommend purchasing travel insurance that covers:

Trip cancellations.
Medical emergencies.
Weather disruptions.
Lost or delayed baggage.

This provides extra peace of mind for your trip.

How to write to us

To make sure your request is received on time, send every cancellation or change to info@banff.com or call +1 (403) 555-0100. A written message helps us respond quickly and keeps the request on record.