Policies and Terms

All experiences are subject to availability and are not confirmed until Solis has received the required deposit and issued written booking confirmation.

Following an enquiry, guests will receive a personalised quotation outlining the proposed experience, pricing and payment schedule. Quotations are valid for 7 calendar days unless otherwise stated.

To secure your booking:

• A 50% non-refundable deposit is required.

• All requested booking information must be provided.

• Your booking is confirmed once the deposit has cleared and Solis has issued written confirmation.

Final Balance
The remaining 50% balance is due 14 days before the scheduled start of the experience. If the outstanding balance remains unpaid 3 days before the scheduled start of the experience, the booking will be cancelled automatically and the initial 50% deposit will remain non-refundable.

All payments must be made through Solis-approved methods. Any bank, transfer or currency conversion fees are the guest’s responsibility.

Guests may cancel their booking at any time by providing written notice.

• The 50% deposit is non-refundable, except where a refund is legally required.

• If the final balance has been paid, any refund will consider supplier cancellation charges, costs already incurred and services already delivered.

• Where possible, Solis may offer a rescheduled experience or booking credit at its discretion.

• Approved refunds will normally be processed within 14 business days.

Solis may delay, modify or cancel an experience where necessary due to circumstances including severe weather, safety or security concerns, government restrictions, major transport disruption, supplier or venue cancellations, or medical emergencies.

If Solis cancels for reasons within its control and cannot provide a suitable alternative, guests will receive an appropriate refund for services not delivered.

Guests may request changes to a confirmed booking, subject to availability and operational feasibility.

• Any additional costs will be communicated before changes are confirmed.

• Changes may be subject to supplier or venue terms.

• Solis cannot guarantee that every requested change can be accommodated.

Guests are expected to be ready at the agreed collection point and time shown in their confirmed itinerary.

• If you are running late, please notify Solis as soon as possible.

• Delays may result in shortened or missed activities where reservations, transport or supplier schedules cannot be adjusted.

• Any additional waiting or amendment charges caused by a guest delay may be passed on to the guest.

• Guests who fail to arrive or make contact within 60 minutes of their scheduled collection time may be treated as a no-show.

• No refunds will be provided for services missed due to a no-show or circumstances within the guest's control.

Where exceptional circumstances prevent attendance, Solis may offer a rescheduled experience or booking credit, subject to availability and supplier terms.

Solis works with selected independent venues, suppliers and experience providers to deliver elements of your itinerary.

While Solis coordinates these arrangements, the individual services may be delivered by independent third parties. If a provider becomes unavailable, Solis will make reasonable efforts to arrange a suitable alternative of comparable quality.

Specific venues, suppliers and activities remain subject to availability.

If something isn't right during your experience, please notify your Solis Experience Host as soon as possible so we have an opportunity to resolve it.

• Formal complaints should be submitted in writing within 7 days of your experience ending.

• We will aim to acknowledge your complaint within 2 business days.

• We will aim to provide a full response within 5 business days.

• Where appropriate, a resolution may include corrective action, booking credit, a partial refund or another suitable remedy.

Solis gift vouchers are valid for 12 months from the date of purchase and may be used towards eligible Solis experiences, subject to availability.

• Vouchers must be redeemed before expiry, although the booked experience may take place afterwards.

• Vouchers are non-refundable and cannot be exchanged for cash, except where required by law.

• If an experience exceeds the voucher value, the remaining amount must be paid in line with Solis’ payment terms.

• Any unused balance may be applied to another eligible booking before the original expiry date.

• Vouchers cannot be used to purchase another gift voucher.

• Lost or stolen vouchers should be reported to Solis and may be replaced where the original purchase and unused balance can be verified.

• Voucher bookings remain subject to Solis’ Policies & Terms.

Gift vouchers do not guarantee a particular date, venue, supplier or experience. We recommend booking well in advance of your preferred dates.

Solis collects and uses personal information only where reasonably necessary to manage bookings, personalise and safely deliver experiences, communicate with guests, and meet our legal obligations.

• Information may include contact details, emergency contacts, dietary or accessibility requirements, booking details and relevant payment information.

• Personal information is handled securely and access is limited to authorised personnel.

• We do not sell guest personal information.

• Where necessary, relevant information may be shared with trusted providers involved in delivering your experience.

• Guests may have rights regarding how their personal information is accessed, corrected, used or deleted, subject to applicable law.

For more information about how we collect, use, store and protect your personal information, please read our Full Privacy Policy →