Refund and Returns Policy
1. Cancellations by the Traveller
1.1. Package Bookings (Hotel, Transfers & Tours)
- Cancellations made six or more days before the travel date are eligible for a full refund.
- Cancellations made three to five days before travel will be refunded, excluding the cost of one night’s stay.
- Cancellations made one to two days prior to travel are non-refundable (100% of the package cost is retained).
- No-shows and early departures are also non-refundable.
1.2. Tours and Transfers Only
- Cancellations made more than two days before the scheduled service are eligible for a full refund, minus an administrative fee of €10 per person.
- Cancellations made two days before the event are subject to a 50% fee, which includes the €10 administrative charge per person.
- Cancellations made one day before the event are non-refundable (100% of the total cost is retained).
- No-shows are also non-refundable.
2. Non-Returnable and Non-Refundable Items
Certain services and products are non-returnable and non-refundable due to their digital or non-transferable nature. These include, but are not limited to:
- Ebooks (digital publications and downloads)
Once downloaded or accessed, digital items cannot be returned or refunded under any circumstances.
3. Cancellations by LUX MADEIRA
LUX MADEIRA reserves the right to cancel any service, tour, or package due to unforeseen external circumstances that make it impossible to operate the planned itinerary.
In such cases, clients will be offered either:
- A full refund, or
- The option to transfer the amount paid to an alternative date or service.
4. Booking Changes by the Traveller
4.1. Independent Booking Modifications
If you wish to change an existing booking, you must cancel the original reservation and make a new booking.
- The new reservation will be subject to the current rates at the time of booking.
- Cancellation charges may apply, as outlined in sections 1.1 or 1.2.
4.2. Direct Change Requests
Alternatively, you may contact LUX MADEIRA directly to request a change to your booking. We will make every reasonable effort to accommodate your request, subject to availability and applicable conditions.
5. Refund Processing
Once we have reviewed your refund request, we will email you to confirm that it has been received and evaluated.
You will be informed of the approval or rejection of your request based on the applicable cancellation terms.
If your refund is approved, it will be processed and a credit will be issued to your original method of payment (e.g., credit card or bank transfer) within a number of working days, depending on your payment provider.
6. Delayed or Missing Refunds
If you have not received your refund within the expected timeframe, please follow these steps:
- Recheck your bank or card account to confirm receipt.
- Contact your credit card provider, as refunds may take time to appear.
- Contact your bank, as processing times may vary.
If you have completed all the steps above and still have not received your refund, please contact us at:
7. Promotional and Discounted Services
Only services purchased at the full standard rate are eligible for a refund, in accordance with the conditions outlined in Section 1.
Services purchased under promotional conditions, discounts, vouchers, or special offers are non-refundable.
8. Contact and Legal Notice
This Refund and Returns Policy applies exclusively to bookings and purchases made directly through our official website: www.luxmadeira.com
For any questions or concerns, please contact us at:
info@luxmadeira.com
+351 934 878 868
www.luxmadeira.com
LUX MADEIRA is committed to providing a fair and transparent experience for all travellers. This policy complies with applicable consumer protection regulations in Portugal and the European Union.