Cancellation and Refund Policy

1. Organiser and legal basis

cloudsstride.com, PE, EDRPOU 91363922, Business Center Horizon, 24 Antonovycha Street, Kyiv, 01004, Ukraine, contact@cloudsstride.com. Legal basis: Law of Ukraine No. 3153-IX 'On Consumer Protection' (from 01.07.2024) and Law of Ukraine No. 675-VIII 'On Electronic Commerce' (03.09.2015).

2. Deposit and balance

Your place is confirmed only after we receive the deposit. The deposit is non-refundable and covers reservation and prepaid supplier costs. The balance is due on the date stated in your booking confirmation.

3. If you cancel

• 60+ days before start: deposit retained, balance refunded.
• 30–59 days: 50% refunded.
• 15–29 days: 25% refunded.
• 14 days or less, or non-arrival: no refund.

4. If we cancel

If we cancel for reasons other than force majeure, you receive a full refund or, at your choice, a transfer to another date.

5. Force majeure

Where performance is impossible due to events beyond our control (hostilities, martial law, official restrictions), we offer a postponement or a refund of recoverable amounts less non-recoverable costs.

6. Cancellation terms and withdrawal

Accommodation, transport, catering and leisure services supplied on a specific date are exempt from the 14-day withdrawal right, so the terms in your confirmation apply (Law of Ukraine No. 3153-IX). Travel services are governed by the Law of Ukraine No. 324/95-VR 'On Tourism'; licence details appear in the booking documents.

7. Refunds and complaints

Approved refunds are transferred to the original payment method within 14 calendar days. Complaints: contact@cloudsstride.com, the State Service of Ukraine for Food Safety and Consumer Protection (Derzhprodspozhyvsluzhba), or a court.