020 8081 4323
info@travelmaxxltd.co.uk
Kamp House, 124 Middleton Road, Morden, Surrey, England, SM4 6RW

Refund & Cancellation Policy

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1. Our Role as an Agent

TravelMaxx Luxury Travel acts as an Appointed Agent for Brightsun Travel (UK) Limited (ATOL 3853). When you book travel services through us, your contract is with the principal service provider (e.g., the airline or tour operator). Therefore, all refunds and cancellations are governed by the specific terms and conditions of that provider.

Important: We act as an intermediary only. We cannot override airline or provider policies. Any refund amount is determined solely by the airline's fare rules and the provider's cancellation policy.

2. Cancellation Requests

All cancellation requests must be made in writing by emailing info@travelmaxxltd.co.uk or calling our support team at 020 8081 4323.

⚠️ CRITICAL NOTICE: Cancellations are only effective from the date and time we receive your written notification. Verbal cancellations over the phone are not accepted without written confirmation.

Cancellation Fees (General Guidelines):

Time Before Departure Cancellation Fee Refund Amount
More than 56 daysLoss of deposit (£50 per person)Full payment minus deposit
55 - 30 days50% of total booking cost50% of total booking cost
29 - 15 days75% of total booking cost25% of total booking cost
14 days or less100% of total booking costNo refund
No show100% of total booking costNo refund

Note: These are general guidelines. Individual airlines and providers may have different policies, especially for budget airlines, sale fares, and promotional tickets which are often 100% non-refundable.

3. Refund Process & Timelines

01

Authorization

Obtain authorization from airline/provider - takes 2-12 weeks depending on provider

02

Processing

Approved refunds take 10-14 business days to process

03

Credit

Credit back to your original payment method

Administrative Fees

Standard processing fee: £35 per passenger
Complex cases: £50 per passenger
Chargeback/dispute: £25 per transaction

4. Non-Refundable Items

Initial booking deposits (£50)
Credit card processing fees (2-3%)
Service fees
Travel insurance premiums
Visa processing fees
Seat selection fees
Baggage fees (after check-in)

5. Flight Changes & Modifications

Date Change

Subject to airline availability + change fees (£50-£300+) + fare difference

Destination Change

Subject to airline approval + change fees + fare difference

Name Correction

Minor spelling errors only (£50-£150) - Name changes NOT permitted

⚠️ IMPORTANT: Name changes are NOT permitted on most airlines. Name corrections (minor spelling errors) may be allowed with proof of passport.

6. ATOL Protection & Refunds

In the unlikely event of the financial failure of a travel provider, your funds are protected under the Brightsun Travel (UK) Limited ATOL (3853) license.

Full Refund

For forward bookings if company fails before departure

Repatriation

Return travel if you are abroad when failure occurs

Complete Holiday

Arrangements to complete your holiday if possible

7. Contact for Refunds

For any questions regarding a refund or to initiate a cancellation, please contact:

TravelMaxx Luxury Travel - Refunds Department
020 8081 4323
info@travelmaxxltd.co.uk
Kamp House, 124 Middleton Road, Morden, Surrey, SM4 6RW
Last Updated: April 2026
TravelMaxx Luxury Travel
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