1. Introduction
At Costanauta Luxury Tours, we understand that travel plans can sometimes change. This refund policy is designed to provide clarity on our cancellation and refund terms, ensuring a fair and transparent process for all our customers.
We recommend that you read this policy carefully before making any booking with us. By making a booking, you accept the terms set out in this refund policy.
2. Bookings and Deposits
To confirm a booking with Costanauta Luxury Tours, the following conditions apply:
- A 30% deposit of the total tour price is required at the time of booking to secure your place.
- The deposit is non-refundable, except in exceptional circumstances detailed in Section 7 of this policy.
- The remaining balance (70%) must be paid in full at least 30 days before the tour start date.
- For bookings made within 30 days of the tour start date, full payment is required at the time of booking.
3. Cancellation Policy
Should you need to cancel your booking, the following refund conditions will apply:
| Time before start date |
Refund percentage |
| 60 days or more |
70% refund (30% deposit retained) |
| 59-45 days |
50% refund |
| 44-30 days |
30% refund |
| 29-15 days |
10% refund |
| 14 days or less |
No refund |
All cancellations must be notified in writing via email to bookings@costanauta.com. The date of receipt of the email will be considered as the official cancellation date.
4. Booking Changes
We understand that plans can change. Therefore, we offer the following options to modify your booking:
- Date changes: If you need to change the date of your tour, we will do our best to accommodate your request without additional charge, provided it is requested at least 45 days in advance and there is availability on your desired new dates. For changes requested with less than 45 days' notice, an administrative fee of 10% of the total tour price will apply.
- Itinerary changes: Minor itinerary changes requested at least 30 days in advance can typically be accommodated without additional charge. Substantial changes may incur additional costs depending on the nature of the changes.
- Booking transfers: If you cannot travel, you may transfer your booking to another person who meets all requirements applicable to the tour, at no additional charge, provided we are notified at least 30 days in advance. For transfers requested with less notice, an administrative fee of €150 will apply.
All changes are subject to availability and must be requested in writing to bookings@costanauta.com.
5. Refunds for Unused Services
No refunds will be offered for included package services that are voluntarily not used during the tour, including but not limited to:
- Included meals
- Scheduled activities
- Transfers
- Accommodation
- Guide services
If for verifiable medical or emergency reasons you cannot participate in certain activities, we will make every effort to offer suitable alternatives or, where appropriate, a partial refund for those specific services.
6. Travel Insurance
We strongly recommend that all our clients purchase comprehensive travel insurance that includes cancellation coverage to protect against financial loss should they need to cancel their trip due to unforeseen circumstances.
Adequate travel insurance should cover:
- Trip cancellation and interruption
- Medical emergencies and repatriation
- Loss of luggage and travel documents
- COVID-19 coverage
While we may recommend trusted insurance providers, the choice and purchase of insurance is solely the client's responsibility.
7. Exceptional Circumstances
We recognize that exceptional circumstances may arise that require special consideration. In the following cases, we may offer a full refund or the option to reschedule without additional charge:
- Serious medical emergencies: In case of serious illness, accident, or death of the client or an immediate family member (official medical documentation will be required).
- Natural disasters: If a natural disaster or extreme weather conditions make it impossible to conduct the tour or access the region being visited.
- Official travel advisories: If government authorities in the client's country of origin issue an official warning against travel to Spain or to the specific regions included in the itinerary.
- Pandemics or health crises: In case of pandemic-related travel restrictions that prevent the tour from taking place.
Each case will be evaluated individually, and documentation supporting the claim will be required.
8. Refund Process
When a refund is approved, the process is as follows:
- Refunds will be processed using the same payment method used for the original booking.
- We process all approved refunds within 14 business days of approval.
- Refunds to credit cards may take an additional 5-10 business days to appear in your account, depending on your banking institution.
- Refunds by bank transfer may take an additional 3-7 business days, depending on your bank and location.
- A confirmation email will be sent once the refund has been processed.
To request a refund, please email refunds@costanauta.com with your booking number, full name, and reason for the request.
9. Cancellation by the Company
In rare circumstances, Costanauta Luxury Tours may be forced to cancel a tour due to reasons such as:
- Insufficient number of participants for a group tour
- Circumstances beyond our control affecting the safety or viability of the tour
- Force majeure (natural disasters, civil unrest, acts of terrorism, etc.)
In the event that Costanauta Luxury Tours cancels a tour, clients will be entitled to:
- A full 100% refund of all payments made
- OR the option to transfer their booking to another tour of similar or higher value (paying the difference if the new tour is more expensive)
- OR a voucher for the full value paid, valid for 24 months for any future tour
Costanauta Luxury Tours will not be responsible for any additional expenses incurred by the client in relation to the cancellation, such as airline tickets, pre/post-tour hotels, or other independent travel arrangements.