Cancellation policy

About this policy

This policy explains what happens if you need to cancel or change a booking made with Lumarah Travel Agency Ltd, and what happens if we or a supplier cancel. It forms part of our Booking terms. Your written quote and confirmation also set out the cancellation terms for your booking.

How to cancel

Cancellations must be made in writing by the lead name, by WhatsApp to +44 7950 739581 or by email to lumarahtravelagency@gmail.com. Please include your booking reference and the names of the travellers cancelling. Your cancellation takes effect on the day we receive it, and we will confirm it in writing. If you cancel by phone, please follow it up in writing.

Deposits

Deposits are generally non-refundable once your booking is confirmed, because we pass them to suppliers to secure your flights, hotels and services.

Cancellation charges

Unless your quote or confirmation says otherwise, the following charges apply when you cancel a package or holiday. They are worked out from the date we receive your written cancellation and are a percentage of the total booking price:

• More than 8 weeks before departure: loss of deposit.
• 8 to 4 weeks before departure: 50% of the total price, or the deposit if that is higher.
• Less than 4 weeks before departure: 100% of the total price.

When supplier terms are stricter

Airlines, hotels and other suppliers set their own cancellation rules. Where the terms in your quote or the supplier’s terms are stricter than the scale above, for example a hotel that charges in full from 30 days before arrival or a flight that cannot be refunded at all, those stricter terms take precedence and will be clearly shown in your quote.

Non-refundable rates

Flights and hotel rooms booked on non-refundable rates are marked as such in your quote. If you cancel, nothing will be refunded for those elements, whenever you cancel.

Airline taxes

If you cancel a flight and do not travel, some government taxes and airport charges included in the fare may be refundable even on a non-refundable ticket. Where an airline allows this, we will claim them back for you and refund what the airline returns, less any airline processing fee and our administration fee stated in your quote. Fuel surcharges and carrier charges are usually not refundable.

Changes to your booking

If you ask to change your booking, for example dates, names, hotels or room types, we will try to help, but changes depend on availability and supplier rules. You will need to pay any supplier change fees, any difference in price, and our administration fee as stated in your quote. Some changes, especially to flights, may only be possible by cancelling and rebooking, in which case cancellation charges apply. Reducing the number of travellers may increase the price per person for those still travelling.

If we or a supplier cancel

If we have to cancel your booking, or a supplier cancels a service we arranged, we will tell you as soon as possible and offer you either a full refund of the money you paid us for the cancelled services or, where available, a suitable alternative. If an alternative is of a lower standard or price, we will refund the difference. Refunds are made by bank transfer to the account you paid from, normally within 14 days of cancellation for packages.

Unavoidable and extraordinary circumstances

For packages, you can cancel before departure without paying a cancellation charge, and receive a full refund, if unavoidable and extraordinary circumstances at your destination or its immediate vicinity significantly affect the package or your transport there. Examples include war, terrorism, natural disasters, serious disease outbreaks, or the Foreign, Commonwealth & Development Office advising against all but essential travel. Circumstances affecting you personally, such as illness, are not covered by this and should be claimed through your travel insurance.

We are not responsible for paying compensation where we or our suppliers are prevented from performing our obligations because of unavoidable and extraordinary circumstances, but your rights to a refund described in this policy still apply.

Travel insurance

We strongly recommend comprehensive travel insurance with cancellation cover, taken out as soon as your booking is confirmed. Insurance may cover cancellation charges if you have to cancel for reasons such as illness, injury or bereavement.

Contact us

• WhatsApp or phone: +44 7950 739581
• Email: lumarahtravelagency@gmail.com
• Post: Lumarah Travel Agency Ltd, 62 Tong Street, Bradford, England, BD4 9LX
• Website: https://lumarahtravelagency.co.uk