Refund Policy

Last Updated: January 15, 2023

At Urban Lumen, we understand that plans can change. This Refund Policy outlines the terms and conditions regarding refunds for our travel services. By making a booking with us, you agree to the terms of this policy.

1. Cancellation and Refund Schedule

The following cancellation charges apply when you cancel your booking:

Please note:

• The deposit amount is specified at the time of booking and in your booking confirmation.
• Certain promotions, special offers, or custom itineraries may have different cancellation terms, which will be clearly communicated at the time of booking.
• Some third-party suppliers (airlines, hotels, activity providers) may have stricter cancellation policies that supersede our standard policy. These will be communicated to you at the time of booking.

2. How to Request a Cancellation and Refund

To cancel your booking and request a refund:

1. Contact our customer service team as soon as possible at [email protected] or call +445186703035.
2. All cancellation requests must be submitted in writing via email.
3. Include your booking reference number, full name, and the reason for cancellation.
4. If you're claiming a refund through your travel insurance, we will provide necessary documentation to support your claim upon request.

3. Refund Processing

When a refund is approved:

• Refunds will be processed within 14 business days of the cancellation being confirmed.
• Refunds will be issued to the original payment method used for the booking.
• Credit card refunds may take an additional 5-10 business days to appear on your statement, depending on your card issuer's policies.
• Bank transfer refunds may take 3-5 business days to process, depending on your bank.
• Administration fees and credit card surcharges are non-refundable.

4. Special Circumstances

4.1 Cancellation by Urban Lumen

If we cancel your trip due to circumstances within our control:

• You will receive a full refund of all monies paid to Urban Lumen.
• Alternatively, you may choose to transfer your booking to another available trip or receive a credit for future travel.

4.2 Force Majeure

In cases of Force Majeure (circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, adverse weather conditions, fire, industrial disputes, war, terrorist activity, political unrest, epidemics, pandemics, health risks, changes in law or government policy):

• We will offer alternative travel arrangements where possible.
• If we cannot offer suitable alternatives, we will provide a credit for future travel valid for 24 months.
• If a full refund is provided in these circumstances, we reserve the right to deduct reasonable administrative costs and any non-refundable payments already made to suppliers.

4.3 Departure Date Changes

If you need to change your departure date rather than cancel completely:

• Changes made more than 60 days before departure: An administration fee of £50 per person will apply, plus any difference in price for the new dates.
• Changes made 60 days or less before departure: This will be treated as a cancellation and rebooking, and standard cancellation charges will apply.

5. Partial Cancellations and Amendments

5.1 Cancellation by One or More Travelers

If one or more travelers in a booking cancels, but others continue with the trip:

• Standard cancellation fees apply to the canceled portion.
• The remaining travelers may be subject to supplementary charges (e.g., single room supplements).
• Name changes may be permitted subject to an administration fee of £50 per person and any charges imposed by suppliers.

5.2 Amendments to Booking

If you wish to make changes to your itinerary, activities, or accommodations:

• Minor changes made more than 60 days before departure: An administration fee of £30 per amendment will apply, plus any difference in price.
• Major changes or any changes made 60 days or less before departure: These may be treated as a cancellation and rebooking, with standard cancellation charges applying.

6. Non-Refundable Items

The following items are non-refundable under all circumstances:

• Travel insurance premiums
• Visa application fees
• Vaccination costs
• Administration fees and credit card surcharges
• Any services that have already been provided (e.g., if you cancel during your trip)

7. Unused Services

No refunds will be provided for any unused services once travel has commenced. This includes:

• Missed transportation
• Unused hotel nights
• Missed tours or activities
• Early departure from a tour
• Services not used due to illness or personal choice

8. Promotional Bookings and Special Offers

Bookings made under special promotions or discounted offers may have different refund terms:

• "Early Bird" discounts may require higher non-refundable deposits.
• Some promotional fares may be completely non-refundable, which will be clearly stated at the time of booking.
• Group booking discounts may have special cancellation policies based on the number of travelers.

9. Complaints and Refund Requests After Travel

If you wish to request a refund due to service issues experienced during your trip:

1. You must have notified our local representative or the service provider about the issue while traveling, giving us the opportunity to resolve it.
2. Submit your complaint in writing within 28 days of completing your trip.
3. Include your booking reference, detailed description of the issue, and any supporting documentation (photos, receipts, etc.).
4. Refunds for service issues will be assessed on a case-by-case basis and may be provided as partial refunds, credit for future travel, or other compensation as appropriate.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your booking will apply to your transaction.

11. Contact Information

For questions about our Refund Policy or to request a cancellation, please contact us at:

Urban Lumen
924 Wright Lakes
South Shannon, NG20 0JZ
United Kingdom
Email: [email protected]
Phone: +445186703035