Understanding deposits and the roadmap to gifting or on-selling a goodwill credit.
Losing a deposit is never the outcome anyone wants when they book a trip, but sometimes plans have to change. I’d like to take a moment to explain the "why" behind our policy, as I believe it’s important for our community to understand how the travel industry—and specifically Outside the Square—operates.
Why deposits are non-refundable When we accept a deposit, we aren't just holding a spot for you; we are making a firm financial commitment to our local partners, guides, and hotels. We guarantee that space on your behalf, so that in turn, we can guarantee to you, that we can deliver the tour you booked. This allows us to secure the best rates and exclusive experiences for the group.
Once that booking is in place, the work begins immediately. If a client subsequently cancels, we are left with the immense task of "un-booking" these components. Reversing these reservations is rarely as simple as clicking a button; it requires significant administrative labor to unwind bookings, and to find a replacement to fill the vacant place, coordinating with multiple international suppliers, and attempting to recover funds that have often already been committed to the tour's infrastructure. It is extremely difficult to value these individual components.
The "Survival" Lesson During the COVID-19 pandemic, we learned a hard truth: the most vital thing for our community was the survival of the business itself. If Outside the Square was to go under, every single person with a credit or deposit would lose it entirely. By maintaining a firm policy, we ensured the business continued to trade, which means your deposits and credits remain valid and usable. We were incredibly proud that over 90% of our clients were able to utilize their Goodwill Credits following the pandemic.
The "Redemption Roadmap" While we are a close-knit community, I recognize that sometimes, due to health or changing circumstances, a future trip with us just isn't on the cards. We hate the idea of that money simply "vanishing," which is why we created the Redemption Roadmap:
If you are unable to travel again, you still have an asset in your Goodwill Credit. We encourage you to "gift" or trade this credit by introducing a friend. If you know someone who would love an Outside the Square tour, you can introduce them to OTS. When they book, (must be a new client introduced by the person who the credit is coded to) we can apply your credit toward their final balance. You can choose to offer this as a gift to a friend or family member, or you can request that they contribute toward the value of the credit you are providing them as a way of redeeming some money.
This keeps the value within our community and ensures that your investment still serves a purpose, even if you're not the one stepping onto the plane.
We are so grateful for your support and hope this provides clarity on why we operate this way. If you’d like to chat further about the "Redemption Roadmap" and how we can help you find a recipient for your credit, please let me know.
Richard
Outside the Square Travel Adventures
Losing a deposit is never the outcome anyone wants when they book a trip, but sometimes plans have to change. I’d like to take a moment to explain the "why" behind our policy, as I believe it’s important for our community to understand how the travel industry—and specifically Outside the Square—operates.
Why deposits are non-refundable When we accept a deposit, we aren't just holding a spot for you; we are making a firm financial commitment to our local partners, guides, and hotels. We guarantee that space on your behalf, so that in turn, we can guarantee to you, that we can deliver the tour you booked. This allows us to secure the best rates and exclusive experiences for the group.
Once that booking is in place, the work begins immediately. If a client subsequently cancels, we are left with the immense task of "un-booking" these components. Reversing these reservations is rarely as simple as clicking a button; it requires significant administrative labor to unwind bookings, and to find a replacement to fill the vacant place, coordinating with multiple international suppliers, and attempting to recover funds that have often already been committed to the tour's infrastructure. It is extremely difficult to value these individual components.
The "Survival" Lesson During the COVID-19 pandemic, we learned a hard truth: the most vital thing for our community was the survival of the business itself. If Outside the Square was to go under, every single person with a credit or deposit would lose it entirely. By maintaining a firm policy, we ensured the business continued to trade, which means your deposits and credits remain valid and usable. We were incredibly proud that over 90% of our clients were able to utilize their Goodwill Credits following the pandemic.
The "Redemption Roadmap" While we are a close-knit community, I recognize that sometimes, due to health or changing circumstances, a future trip with us just isn't on the cards. We hate the idea of that money simply "vanishing," which is why we created the Redemption Roadmap:
If you are unable to travel again, you still have an asset in your Goodwill Credit. We encourage you to "gift" or trade this credit by introducing a friend. If you know someone who would love an Outside the Square tour, you can introduce them to OTS. When they book, (must be a new client introduced by the person who the credit is coded to) we can apply your credit toward their final balance. You can choose to offer this as a gift to a friend or family member, or you can request that they contribute toward the value of the credit you are providing them as a way of redeeming some money.
This keeps the value within our community and ensures that your investment still serves a purpose, even if you're not the one stepping onto the plane.
We are so grateful for your support and hope this provides clarity on why we operate this way. If you’d like to chat further about the "Redemption Roadmap" and how we can help you find a recipient for your credit, please let me know.
Richard
Outside the Square Travel Adventures