Our cancellation policy
Consumer cancellation, transfers and cancellation of the trip
The user or consumer can abandon the requested services or bookings at any point.
If the withdrawal or cancellation takes place up to 15 days prior to the start of the trip, Tu Buen Camino will refund 100% of the reservation. In the event of withdrawal or cancellation less than fifteen days prior to the trip start date, no refund will be made. Similarly, if you do not report at the scheduled time of departure, you will not be entitled to any refund of the amount paid, unless otherwise agreed by the parties.
If the contract becomes impossible to fulfil as a result of circumstances directly related to the health emergency (COVID-19), the consumer may be given a voucher to be used within one year following the end of the state of emergency for the amount equal to the reimbursement made. If the voucher is not used within one year of issue, the consumer is entitled to a full refund.
In any event, where the consumer requests termination of the contract, reimbursement shall be possible if the service providers included in the travel contract have refunded the full amount for their services. In the event of a partial refund, the refund shall correspond to the amount refunded.
If the travel customer is unable to attend, they may transfer their booking to a third party by written request 7 days prior to the start date of the trip. The transferee will have to meet the same requirements as the transferor, generally demanded for the trip, and both will be jointly and severally liable for the payment of the trip fee and the additional justified expenses of the transfer to Tu Buen Camino.
In cases where Tu Buen Camino conditions, and so expressly specifies, the viability of the travel offer to have a minimum number of participants and failing to reach that number, the cancellation of the trip occurs, the user is entitled to a full refund of the price or the amounts advanced, without being able to claim any amount for compensation, provided that Tu Buen Camino has been notified in writing at least 15 days prior to the scheduled travel start date.
Please note that refunds are not accepted if a trip is voluntarily abandoned for any reason after the trip has commenced. No refunds will be made for any unused accommodation, transport, excursions, meals or services.
Cancellation and amendment of a service by Tu Buen Camino
All refunds and compensation are strictly limited to the money paid to Tu Buen Camino and no liability is accepted for any indirect personal expenses incurred as a result or because of this booking (personal expenses such as visas, vaccinations, flights or other fees, loss of earnings or lack of enjoyment, etc.).
Tu Buen Camino reserves the right to cancel a service unless it is guaranteed to be operational and the value refunded. Tu Buen Camino reserves the right to cancel a service, including the Guaranteed Service, for reasons beyond its control (e.g., due to natural disasters, consequences of strikes, industrial action, war, riot, disease, quarantine, government intervention, weather conditions, or other adverse occurrences). In such a case, Tu Buen Camino will refund the price of the service only.
Tu Buen Camino reserves the right to make amendments to the service, such as changes to the timetable or accommodation if it does not meet the service and safety requirements of our clients.
If, prior to the start of the trip, it proves necessary to significantly amend any of the main features of the services or increase the price of the trip by more than eight per cent, the traveller may, within 7 days, accept the proposed change or terminate the contract without penalty. The customer who terminates the contract may accept an alternative trip, where possible of equivalent or higher quality.
The organisation reserves the right to discontinue the transport of any passenger who causes a nuisance or distress to other hikers/travellers/clients or creates difficulties that hinder the smooth running of a trip and accepts no responsibility for loss or damage to luggage or personal belongings or any consequential loss resulting from such actions.
There will be no discounts or refunds for missed or unused services due to illness, death of a family member, etc., late arrival for the tour, or voluntary or involuntary premature departure.