Refunds & Cancellation Policy
These clauses form part of our full Terms & Conditions, and are published here in full so you can read them on their own.
- 01 How Our Bookings Work
- 02 Cancellation by the Client
- 03 Kaylux Service & Planning Fee
- 04 Cancellation by Kaylux Travel Agency Ltd or a Supplier
- 05 Changes to Your Booking
- 06 Refund Process & Timelines
- 07 Travel Insurance
- 08 Non-Refundable Items
- 09 How to Request a Cancellation or Refund
- 10 Our Promise
- 11 Our Details
At Kaylux Travel Agency Ltd, 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 Agency Ltd, including flights, accommodation, tours, transfers, and packaged itineraries.
01 How Our Bookings Work
1.1 When you book a trip with Kaylux Travel Agency Ltd, we act as an intermediary between you and our trusted suppliers, including airlines, hotels, tour operators, transfer companies, and other travel providers.
1.2 This means that any refund or cancellation is governed by two sets of terms:
- (a) Our Kaylux Travel Agency Ltd service terms, as outlined in this policy; and
- (b) The cancellation policies of each individual supplier included in your booking.
1.3 We will always do our best to recover the maximum possible refund on your behalf. However, we cannot guarantee refunds beyond what suppliers allow.
02 Cancellation by the Client
2.1 If you need to cancel your trip, you must notify us in writing as soon as possible by emailing support@kayluxtravel.com.
2.2 The refund amount depends on:
- (a) When you cancel (how close to the travel date);
- (b) The cancellation terms of each supplier included in your booking; and
- (c) Whether any portion of the booking is non-refundable.
2.3 General cancellation guideline:
| When you cancel | Typical refund |
|---|---|
| 60+ days before travel | Most components refundable, less deposit and admin fee |
| 30 to 59 days before travel | Partial refund (subject to supplier terms) |
| 15 to 29 days before travel | Limited refund (often only refundable taxes) |
| 0 to 14 days before travel | Usually non-refundable |
| After departure / no-show | Non-refundable |
2.4 The exact refund will be confirmed to you in writing once we have received your cancellation request and checked it against each supplier’s terms.
03 Kaylux Service & Planning Fee
3.1 Our service fee covers the time, expertise, and personalised planning involved in designing your trip.
3.2 This fee is non-refundable once the planning work has begun, regardless of whether the trip is later cancelled.
3.3 The service fee will always be disclosed to you in writing before your booking is confirmed.
04 Cancellation by Kaylux Travel Agency Ltd or a Supplier
4.1 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.
4.2 If this happens, we will:
- (a) Notify you as soon as possible;
- (b) Offer an alternative arrangement of similar value where possible; or
- (c) Process a refund of all recoverable amounts paid.
4.3 Kaylux Travel Agency Ltd 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).
05 Changes to Your Booking
5.1 If you wish to make changes to your itinerary after it has been confirmed (including date changes, name corrections, upgrades, or added components), you must contact us as early as possible.
5.2 Some changes can be made free of charge. Others may incur:
- (a) A change fee from suppliers; and/or
- (b) A small administration fee from Kaylux Travel Agency Ltd.
5.3 All changes are subject to availability and supplier approval.
06 Refund Process & Timelines
6.1 Once a refund is approved:
- (a) Refunds will be processed back to the original payment method;
- (b) Refunds typically take 14 to 30 working days to reach you, depending on the supplier and your bank; and
- (c) Kaylux Travel Agency Ltd will keep you informed at each stage of the process.
6.2 If a supplier delays a refund beyond their stated timeline, we will follow up on your behalf. However, final processing time is determined by the supplier.
07 Travel Insurance
7.1 We strongly recommend that every client purchase comprehensive travel insurance at the time of booking.
7.2 Travel insurance protects you against cancellation costs, medical emergencies, lost luggage, missed connections, and many other events that fall outside our refund policy.
7.3 Kaylux Travel Agency Ltd is not an insurance provider but can recommend trusted partners on request.
08 Non-Refundable Items
8.1 The following are typically non-refundable, regardless of cancellation timing:
- (a) Visa application fees and consular charges;
- (b) Travel insurance premiums;
- (c) Kaylux planning and service fees (once work has commenced);
- (d) Promotional or discounted bookings (where marked non-refundable);
- (e) Third-party fees already paid to suppliers.
09 How to Request a Cancellation or Refund
9.1 To request a cancellation, change, or refund, please contact us with the following:
- (a) Your full name;
- (b) Your booking reference number;
- (c) Your travel dates;
- (d) The reason for cancellation (optional, but helpful).
9.2 Our contact details:
- (a) Email: support@kayluxtravel.com
- (b) Website: kayluxtravel.com
9.3 We will respond within 2 working days and guide you through the process personally.
10 Our Promise
10.1 We know cancellations are never easy, they often come with disappointment, stress, or unexpected circumstances.
10.2 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.
10.3 That is the Kaylux Travel Agency Ltd promise, in good moments, and in difficult ones.
11 Our Details
11.1 This policy applies to bookings made through Kaylux Travel Agency Ltd, a company registered in England & Wales.
11.2 Company Registration Number: 16335965
11.3 Contact us:
- (a) Email: support@kayluxtravel.com
- (b) Phone: +44 7412 862040
- (c) WhatsApp: +32 492 867063
Our team will walk you through anything that is not clear.