COVID-19 money back guarantee

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

(EUROPE/UK - updated 1st May 2022)

Revised COVID-19 Money Back Guarantee

Applicable to customers that booked an experience on or after May 1, 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 cancelled 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 & for all experiences purchased between 1 February 2022 & 1st May 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 venue 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 insurance policy

You are required to purchase travel insurance.

We recommend you carefully read the terms and conditions of your policy to understand what cover is provided in relation to COVID-19.

Useful links

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