Our response
to COVID-19

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

North America - Updated January 26, 2021

(Applicable to customers booked to travel on experiences from January 1, 2021 to January 1, 2022)

COVID-19 Money Back Guarantee

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

There is a quarantine rule in effect 6 weeks prior to departure and you don’t wish to travel.

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

COVID-19 Money Back Guarantee subject to terms and conditions

COVID-19 safety protocols

Hotels

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.

Events

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.

Travelers

A negative COVID-19 test may be required to travel (most destinations require this).

Complete a short questionnaire regarding your potential exposure to COVID-19 before traveling.

Agree to Pollen’s code of conduct.

If you are required to have a COVID-19 test in the destination you are traveling to and you test positive for COVID-19 during the experience, Pollen will help facilitate private accommodation for up to 14 days.

If you need a test to get home, Pollen will provide options in every destination, often testing will be facilitated by the hotel.

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 travelers are unable to attend because of travel restrictions 6 weeks prior to departure.

Travel insurance policy

- You are required to purchase travel insurance.

- If you purchase cancel for any reason (CFAR) travel insurance from Travel Insured International (our partner travel insurance provider), you may be reimbursed up to 75% of your non-refundable trip costs should you cancel 48 hours prior to your scheduled departure.

*Subject to TII’s specific terms and conditions. Please check your eligibility Learn more

- If you prefer, you can purchase travel insurance through your own provider. We recommend you purchase a policy 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

WHO

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