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Cancellations

THE CONSUMER'S RIGHT OF WITHDRAWL

  1. The consumer has the power to withdraw from the contracted package tour at any time before departure. However, if the withdrawal occurs within the period of 15 days before the tour’s departure, the consumer must pay a penalty corresponding to the time left before departure, that will be:

    • 5% of the cost of the tour if withdrawal occurs more than 10 and less than 15 days before departure.
    • 15% of the cost of the tour if withdrawal occurs between 10 and 3 days before departure.
    • 25% of the cost of the tour if withdrawal occurs within 48 hours of departure.
  2. The consumer will not have to pay any amount as a penalty if withdrawal is caused by force majeure. To that effect, force majeure will be considered to be death, accident or serious illness of the consumer or one of the persons they live with or any analogous situation that prevents them from participating in the tour.
  3. In any event, the consumer must pay the administrative and cancellation costs arising from the withdrawal.
  4. The withdrawal comes into effect from the moment that the consumer’s wish to withdraw is made known to the agency.
  5. Once the withdrawal is made known, the agency will refund the amount paid by the consumer within a maximum period of one month, deducting administrative costs and, where applicable, justified cancellation costs and penalties.
  6. If the package tour was subject to special economic contracting conditions, such as plane or ship chartering, special charges or similar charges, then the administrative costs, cancellation charges and penalties will be those that are explicitly indicated in that tour’s brochure or those agreed privately in the contractual document.

PACKAGE TOUR CANCELLATION BY THE ORGANISER

  1. Cancellation of the tour, for any reason that cannot be attributed to the consumer, gives the consumer the right to terminate the contract with the rights set out in section 11 of the General Conditions.
  2. If cancellation of the tour is notified within two months before departure, the agency must pay the consumer compensation according to the time remaining before departure, which will be a minimum of:
    • 5% of the cost of the tour if cancellation occurs more than 15 days and less than 2 months before departure.
    • 10% of the cost of the tour if cancellation occurs between 15 and 3 days before departure.
    • 25% of the cost of the tour if cancellation occurs within 48 hours before departure.
  3. There is no obligation to pay compensation in the following situations:
    • When the tour is cancelled because the number of people registered is below the figure set out in the brochure or the package-tour contract.
    • When the cancellation of the tour is due to force majeure. Causes due to force majeure are abnormal and unpredictable circumstances beyond the agency’s control whose consequences were unavoidable, in spite of acting with due diligence.

NO-SHOW AT DEPARTURE

  1. If the consumer does not notify the agency of their intention of not taking part in the tour or if they do not appear at the planned time and place of departure, this will be considered non-appearance.

    In this event, the consumer loses the right to a refund of the amount paid and is still obliged to make any outstanding payments.

  2. However, if non-appearance occurs due to force majeure, the consumer has the right to a refund, once administrative and cancellation costs have been deducted.

    To that effect, force majeure will be considered to be death, accident or serious illness of the consumer or one of the persons they live with or any analogous situation that prevents participation in the tour and notifying the agency of this fact before departure.