At Kaylux Travel, every journey we plan is built with care, time, and personal attention. We understand that plans can change — and we want to be transparent about how cancellations, changes, and refunds are handled.
This policy applies to all bookings made through Kaylux Travel, including flights, accommodation, tours, transfers, and packaged itineraries.
1. How Our Bookings Work
When you book a trip with Kaylux Travel, we act as an intermediary between you and our trusted suppliers — including airlines, hotels, tour operators, transfer companies, and other travel providers.
This means that any refund or cancellation is governed by two sets of terms:
- Our Kaylux Travel service terms (outlined below).
- The cancellation policies of each individual supplier (the airline, hotel, or operator you’ve booked with).
We will always do our best to recover the maximum possible refund on your behalf — but we cannot guarantee refunds beyond what suppliers allow.
2. Cancellation by the Client
If you need to cancel your trip, please notify us in writing as soon as possible by emailing support@kayluxtravel.com.
The amount you can be refunded depends on:
- When you cancel (how close to the travel date)
- The cancellation terms of each supplier in your booking
- Whether any portion of the booking is non-refundable
General cancellation guideline:
| When You Cancel | Typical Refund |
|---|---|
| 60+ days before travel | Most components refundable, minus deposit and admin fee |
| 30–59 days before travel | Partial refund (subject to supplier terms) |
| 15–29 days before travel | Limited refund (often only refundable taxes) |
| 0–14 days before travel | Usually non-refundable |
| After departure / no-show | Non-refundable |
The exact refund will be confirmed in writing once we receive your cancellation request and check it against each supplier’s terms.
3. Kaylux Service & Planning Fee
Our service fee covers the time, expertise, and personalised planning involved in designing your trip. This fee is non-refundable once the planning work has begun, regardless of whether the trip is later cancelled.
This fee will always be disclosed to you in writing before your booking is confirmed.
4. Cancellation by Kaylux Travel or a Supplier
In rare cases, we or a supplier may need to cancel or significantly change your booking — for example, due to unforeseen circumstances, supplier failure, or safety concerns.
If this happens, we will:
- Notify you as soon as possible
- Offer an alternative arrangement of similar value where possible, or
- Process a refund of all recoverable amounts paid
Kaylux Travel will not be liable for losses caused by circumstances outside our reasonable control — including but not limited to natural disasters, political unrest, pandemics, airline strikes, border closures, or government-issued travel restrictions (“Force Majeure” events).
5. Changes to Your Booking
If you’d like to make changes to your itinerary after it’s been confirmed (date changes, name corrections, upgrades, added components), please contact us as early as possible.
- Some changes can be made free of charge.
- Others may incur a change fee from suppliers and/or a small admin fee from Kaylux Travel.
- All changes are subject to availability and supplier approval.
6. Refund Process & Timelines
Once a refund is approved:
- Refunds are processed back to the original payment method.
- Refunds typically take 14 to 30 working days to reach you, depending on the supplier and your bank.
- Kaylux Travel will keep you informed at every stage.
If a supplier delays a refund beyond their stated timeline, we will follow up on your behalf — but final processing time is determined by the supplier.
7. Travel Insurance — Strongly Recommended
We strongly recommend that every client purchase comprehensive travel insurance at the time of booking.
Travel insurance protects you against cancellation costs, medical emergencies, lost luggage, missed connections, and many other events that fall outside our refund policy.
Kaylux Travel is not an insurance provider, but we can recommend trusted partners on request.
8. Non-Refundable Items
The following are typically non-refundable, regardless of cancellation timing:
- Visa application fees and consular charges
- Travel insurance premiums
- Kaylux planning and service fees (once work has commenced)
- Promotional or discounted bookings (where marked non-refundable)
- Third-party fees already paid to suppliers
9. How to Request a Cancellation or Refund
To request a cancellation, change, or refund, please contact us with:
- Your full name
- Your booking reference number
- Your travel dates
- The reason for cancellation (optional, but helpful)
Email: support@kayluxtravel.com Website: www.kayluxtravel.com
We will respond within 2 working days and guide you through the process personally.
10. Our Promise
We know cancellations are never easy — they often come with disappointment, stress, or unexpected circumstances. While our refund ability is shaped by supplier terms, our service is not. We will always advocate for you, communicate honestly, and do everything we can to make the process as smooth as possible.
That is the Kaylux promise — in good moments, and in difficult ones.
Kaylux Travel 📧 support@kayluxtravel.com 🌐 www.kayluxtravel.com