Toux Travel

Refund Policy

Last Updated: [25/05/2026]
 
Welcome to Toux Travel (referred to as “we”, “us”, or “our”). This Refund Policy outlines the terms and conditions regarding cancellations, modifications, and refunds for all travel services, packages, bookings, and reservations made through our agency, including but not limited to flights, accommodation, tours, transfers, holiday packages, and related services.
 
By making a booking or purchasing any service with us, you acknowledge that you have read, understood, and agreed to the terms described in this Refund Policy. This policy forms an integral part of our General Terms and Conditions.
 
 

1. General Principles

 
All travel arrangements are subject to booking conditions imposed by our suppliers, including airlines, hotels, tour operators, transport companies, and other service providers. Their terms and conditions may differ from our general policy, and in cases of conflict, the stricter terms (whether ours or the supplier’s) shall apply. We act as an intermediary between you and these service providers, and while we will always do our best to assist, refunds are ultimately governed by the rules set by the relevant provider and applicable laws.
 
Refunds are processed using the same payment method used for the original transaction, unless otherwise agreed in writing. Processing times may vary depending on your bank or payment service provider, typically ranging from 7 to 15 business days. Administrative fees and non‑refundable costs are not eligible for reimbursement under any circumstance.
 
 

2. Cancellation by You

 
If you wish to cancel your booking, you must notify us in writing via email, registered post, or through your designated travel agent. Cancellations are only considered effective from the moment we receive your written notice. The refund amount will be calculated based on the time remaining before your scheduled departure or service date, as follows:
 

  • Cancellation made more than 60 days before departure:

     

    Full refund of the amount paid, minus a fixed administrative fee of 10% of the total booking value and any non‑refundable costs already incurred by us (such as non‑refundable tickets or deposits paid to suppliers).

     

  • Cancellation between 31 and 60 days before departure:

     

    70% refund of the total amount paid. 30% of the booking value will be retained as a cancellation fee to cover administrative work, supplier penalties, and reserved capacity costs.

     

  • Cancellation between 15 and 30 days before departure:

     

    40% refund of the total amount paid. 60% of the booking value will be retained as a cancellation fee.

     

  • Cancellation between 7 and 14 days before departure:

     

    20% refund of the total amount paid. 80% of the booking value will be retained as a cancellation fee.

     

  • Cancellation less than 7 days before departure, or failure to arrive at the scheduled time (“no‑show”):

     

    No refund will be issued. 100% of the booking value will be retained.

     
 
For bookings made less than 30 days before the departure date, different conditions may apply at the time of reservation.
 
 

3. Non‑Refundable Services

 
Certain services are strictly non‑refundable, non‑changeable, and non‑transferable at the time of booking. These include, but are not limited to:
 
  • Special promotional or discounted rates
  • Non‑refundable airline tickets, train tickets, or ferry tickets
  • Pre‑paid accommodation, tour entries, or event tickets
  • Services confirmed as “final” or “non‑refundable” at the time of quotation
  • Travel insurance premiums
  • Visa processing fees or consular charges
 
Once payment is made for these services, no refunds, partial or full, will be granted under any circumstances, including unforeseen personal circumstances, changes in plans, or force majeure events, unless the service provider themselves agrees to a refund.
 
 

4. Modifications and Changes

 
If you wish to change dates, destinations, accommodation type, number of travellers, or any other element of your booking, this will be treated as a cancellation and re‑booking. Our standard cancellation fees outlined in Section 2 will apply, plus any additional costs or price differences from suppliers. Changes requested less than 15 days before departure are generally not possible and may result in total forfeiture of amounts paid.
 
Name changes on airline tickets or other transport documents are subject to supplier fees and restrictions, and may not be permitted at all in some cases.
 
 

5. Cancellation or Changes by Us

 
We reserve the right to cancel or modify your booking if:
 
  • Payment is not received in full and on time
  • Information provided by you is incorrect, incomplete, or fraudulent
  • Minimum group sizes required for a tour or service are not met
  • We are required to do so due to legal, regulatory, or safety reasons
 
In such cases, we will inform you as soon as possible and offer you the choice of:
 
  1. An alternative service of equivalent or higher quality, with no extra cost, or
  2. A full refund of all amounts paid by you.
 
We are not liable for any additional expenses, losses, or damages you may incur as a result of such cancellation or change, other than the refund of amounts paid directly to us.
 
 

6. Changes or Cancellations by Suppliers

 
Occasionally, service providers may need to alter or cancel arrangements due to operational reasons, maintenance, weather conditions, political instability, strikes, or other events beyond our control. If this occurs:
 
  • We will notify you immediately and provide all available information
  • We will assist you in obtaining compensation or refunds according to the supplier’s own terms and applicable regulations (such as EU Regulation 261/2004 for air travel)
  • Where a supplier offers a credit voucher or re‑booking option instead of a cash refund, we will pass this offer to you and help facilitate the process
  • We are not responsible for any supplementary costs, such as transport, meals, or accommodation, incurred due to such changes unless agreed upon in writing.
 
 

7. Force Majeure

 
We are not liable for any failure or delay in performing our obligations due to events beyond our reasonable control, including but not limited to natural disasters, war, terrorism, civil unrest, government restrictions, pandemics, epidemics, health risks, strikes, labour disputes, industrial action, shortages, or failures of transport or infrastructure.
 
In such cases, our obligation is limited to assisting you in recovering refunds or credits from our suppliers. Refunds from our side will only be issued to the extent that we ourselves receive refunds from our service providers. We will not issue refunds if suppliers do not provide them, even if the travel cannot take place. We strongly recommend that you take out comprehensive travel insurance that covers such circumstances.
 
 

8. Refund Processing Procedure

 
To request a refund, please follow these steps:
 
  1. Send a formal request by email to [info@touxtravel.shop], including your booking reference number, full name, and reason for the request.
  2. Attach all relevant documentation supporting your claim (e.g., medical certificates, official notices, proof of payment).
  3. We will review your request and respond within 5 working days.
  4. If approved, refunds will be processed within 15 working days, subject to supplier confirmation and payment processing timelines.
  5. You will receive a confirmation email once the refund has been issued.
 
Please note that bank transfer fees, currency exchange losses, or payment gateway charges are non‑refundable and will be deducted from the refund amount where applicable.
 
 

9. Travel Insurance

 
We strongly advise all clients to purchase adequate travel insurance at the time of booking. Insurance should cover cancellation costs, medical expenses, loss or damage to luggage, personal liability, and other unforeseen events. If you are unable to travel due to circumstances covered by your insurance policy, you will need to claim directly with your insurance provider rather than with us.
 
 

10. Disputes and Complaints

 
If you disagree with a refund decision or have a complaint regarding our services, please contact us in writing within 14 days of the event giving rise to the claim. We will investigate and aim to resolve the matter within 30 days. If a resolution cannot be reached, disputes will be settled in accordance with the laws of [Spain] and the courts of [Madrid].
 
 

11. Changes to this Policy

 
We reserve the right to modify this Refund Policy at any time. Changes will be published on our website and will apply to all bookings made after the date of publication.
 
 

12. Contact Information

 
For any questions, cancellations, or refund requests, please contact:
 

Toux Travel

 

Email: info@touxtravel.shop

 

Phone: 

 

Address: Calle camino de barcience, 17, torrijos, 45500, toledo