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1. Cancellations by the Traveller

1.1 Package Bookings (Hotel, Transfers & Tours)

  • Cancellations made six or more days before the scheduled travel date: full refund.

  • Cancellations made three to five days before: refund minus the cost of one night’s stay.

  • Cancellations made one to two days before: non-refundable (100% of the package cost is retained).

  • No-shows and early departures: non-refundable.

1.2 Tours and Transfers Only

  • Cancellations made more than two days before the service date: refund minus a €10 administrative fee per person.

  • Cancellations made two days before: 50% refund, including the €10 fee.

  • Cancellations made one day before: non-refundable (100% of the total cost is retained).

  • No-shows: non-refundable.

2. Non-Returnable and Non-Refundable Items

Certain products and services are non-refundable due to their digital or personalised nature. These include, but are not limited to:

  • Ebooks (digital publications and downloads)

Once accessed or downloaded, these items are considered delivered and are non-refundable.

3. Cancellations by LUX MADEIRA

We reserve the right to cancel any service, tour, or package due to unforeseen external circumstances that make it impossible to carry out the itinerary.

In such cases, you will be offered:

  • A full refund, or

  • The option to reschedule to another date or service.

4. Booking Changes by the Traveller

4.1 Independent Booking Modifications

If you wish to change a confirmed booking, you may cancel and rebook:

  • The new booking will be subject to the rates available at the time of booking.

  • Cancellation charges may apply as per Sections 1.1 or 1.2.

4.2 Direct Change Requests

Alternatively, you may contact LUX MADEIRA to request a modification. We will do our best to accommodate your request, subject to availability and applicable conditions.

5. Refund Processing

After we receive and review your refund request, we will email you to confirm its receipt and outcome.

If approved, your refund will be processed using the same method of payment (e.g., credit card or bank transfer). The time required depends on your payment provider.

6. Delayed or Missing Refunds

If you haven’t received your refund, please:

  1. Recheck your bank or card account.

  2. Contact your credit card provider.

  3. Contact your bank, as processing times may vary.

If you’ve completed all the above and still haven’t received your refund, please contact us at:

📧 info@luxmadeira.com

7. Promotional and Discounted Services

Only services purchased at the full standard rate are eligible for a refund, under the terms set out in Section 1.

Services purchased under discounts, vouchers, promotional offers, or flash sales are non-refundable.

This policy applies exclusively to purchases made through our official website:
🌐 www.luxmadeira.com

For any questions or concerns, please contact:

📧 info@luxmadeira.com
📞 +351 934 878 868

LUX MADEIRA is committed to ensuring a fair, lawful, and transparent process in line with consumer protection legislation in Portugal and the European Union.

Last updated: May 6th, 2025