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1. Cancellations by the Traveller

1.1 Package Bookings (Hotel, Transfers & Tours)

Applies to all 3, 5 and 7-night holiday packages.

Cancellation penalties are applied as follows:

  • More than 30 days before arrival: refundable, less administrative charges
  • 15 to 29 days before arrival: 20% of the total package value, plus administrative charges
  • 7 to 14 days before arrival: 50% of the total package value, plus administrative charges
  • Less than 7 days before arrival, no-shows or early departures: non-refundable (100% of the total package value is retained).

 

All cancellations are subject to a non-refundable administrative fee of €50 per person, except when 100% cancellation charges apply.

1.2 Tours and Transfers Only

All cancellations are subject to a non-refundable administrative fee of €10 per person, except when 100% cancellation charges apply.

  • More than 2 days before the service date: refundable, less administrative charges
  • 2 days before the service date: 50% of the total value (administrative fee included)
  • 1 day before the service date or no-show: non-refundable (100% of the total value is retained)

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.

2.1 Tickets for Events and Fixed-Date Experiences

This includes tickets for Carnival events, the Madeira Flower Festival (including all parade seating and designated viewing stands), Christmas and New Year’s Eve experiences, and other fixed-date or limited-capacity events.

  • These tickets are non-refundable and non-transferable, regardless of the reason for cancellation or inability to attend.

  • In accordance with Article 17(1)(l) of Portuguese Decree-Law 24/2014, the 14-day withdrawal period does not apply to leisure services tied to a specific date or time.

  • All ticket purchases are considered final sale and are subject to non-refundable administrative and processing fees.

3. Cancellations by LUX MADEIRA

LUX MADEIRA reserves the right to cancel any service, tour, or package due to unforeseen circumstances beyond our control that prevent the service from being carried out.In such cases, the traveller will be offered one of the following options:

  • A full refund, or
  • The option to reschedule the service for an alternative date or equivalent service

4. Booking Changes by the Traveller

4.1 Independent Booking Modifications

If you wish to modify a confirmed booking, you may cancel the original reservation and place a new booking.In this case:

  • The new booking will be subject to the prices and conditions available at the time of booking
  • Cancellation charges may apply, in accordance with Sections 1.1 or 1.2 above

4.2 Direct Change Requests

Alternatively, you may contact LUX MADEIRA to request a modification.

All change requests are subject to availability, supplier conditions, and LUX MADEIRA’s approval.

5. Refund Processing

Once a cancellation or refund request is received and reviewed, LUX MADEIRA will confirm its acceptance by email.Approved refunds will be processed using the original payment method (credit card, bank transfer, or other).
Processing times depend on the payment provider and banking institutions involved.

6. Delayed or Missing Refunds

If you have not yet 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. Right of Withdrawal (14-Day Cooling-Off Period)

In compliance with Portuguese and EU consumer law (DL 24/2014), consumers have the right to withdraw from any distance contract (online booking) within 14 calendar days from the date of purchase, without providing any reason.

  • This right applies only if the service has not yet started or been partially performed.

  • For multi-day holiday packages, the 14-day withdrawal right may only be exercised if the cancellation request is submitted more than 30 days prior to the scheduled arrival date.

  • If the cancellation is requested less than 30 days before the arrival date, the standard cancellation policy for packages applies (see section 1.1), even if the purchase was made less than 14 days earlier.

  • This exception ensures compliance with the law while accounting for the operational nature of fixed-date travel services.

To exercise this right, the cancellation must be requested in writing to info@luxmadeira.com.

8. Promotional and Discounted Services

Only services purchased at the full standard rate are eligible for refunds under the conditions described in Section 1.

Services purchased under special discounts, vouchers, promotional campaigns, or flash sales are non-refundable unless otherwise stated at the time of purchase.

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

For questions or further assistance, please contact:

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

LUX MADEIRA operates in accordance with Portuguese and European Union consumer protection legislation, ensuring a fair and transparent process for all travellers.

Last updated: January 1st, 2026