COVID-19 money back guarantee

Here’s what you need to know in relation to COVID-19 and your experience travelling with Pollen.

North America - Updated April 29, 2022

Revised COVID-19 Money Back Guarantee

Applicable to customers that booked an experience on or after May 1st, 2022 and due to travel on or before December 31, 2022.

You're entitled to a 100% refund in the following scenarios:

The experience is canceled by Pollen.

The experience is rescheduled to a later date which you don’t wish to attend.

You're entitled to a 100% voucher for the amount you paid in the following scenarios:

You test positive for COVID-19 within 14 days of the experience start date.

If you have COVID-19 related symptoms or test positive during the experience, Pollen will help facilitate private accommodation for up to 14 days, while you quarantine.

COVID-19 Money Back Guarantee subject to terms and conditions.

For all experiences purchased prior to 1st February 2022, please click here to see the applicable COVID-19 Money Back Guarantee.

COVID-19 safety protocols


Measures will vary by destination.

Temperature checks upon entry, mask wearing in public spaces and hand sanitizing stations are all expected.

Hotels will provide exact details prior to check-in.


We hope to operate all events as planned.

Social distancing and mask wearing may be required depending on local restrictions at the time.

Measures will be determined by our vendor partners.

How we decide to cancel or reschedule an experience

If we don’t believe it is safe to operate the experience 6 weeks prior to departure.

If a significant number of travellers are unable to attend because of travel restrictions 6 weeks prior to departure.

Travel protection plan

You are required to purchase travel insurance in accordance with the applicable terms and conditions as follows: plan should cover a minimum of Trip Cancellation or Interruption, Cancel for Any Reason, Medical Expense, Emergency Evacuation/Repatriation, and Baggage.

We offer travel insurance (which meets our coverage requirements) through a travel protection plan from Travel Insured International (TII), our partner travel insurance provider.

If you purchase cancel for any reason (CFAR) travel protection from TII, you may be reimbursed up to 75% of your non-refundable trip costs should you cancel 48 hours prior to your scheduled departure date.

Subject to TII’s specific terms and conditions.  Please check your eligibility (and review important disclaimers). Learn more.

If you prefer, you can purchase travel insurance through your own provider.  You are required to ensure that such travel insurance meets our coverage requirements.  You are required to purchase a plan that allows you to cancel for any reason, where available.

Useful links

Pollen Support

U.S. Department of State

U.S Center for Disease Control


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