Cancellation and refund policy

LUNAJE LUXE TRAVEL S.A.S. · Tax ID (NIT) 902053409-8 · RNT 287883 and 287881
Last updated: September 29, 2026

This is an English translation provided for convenience. In case of any discrepancy, the Spanish version shall prevail.

The purpose of this policy is to set out the conditions that apply to cancellations, changes, refunds and no-shows related to the tourism services sold by LUNAJE LUXE TRAVEL S.A.S.

It applies to domestic tour packages, international packages, airline tickets, hotels, transfers, tours, medical assistance plans, inbound and outbound services, and individual and group bookings.

General conditions

Every booking made with LUNAJE is subject to availability, may require advance payments, is confirmed only once payment has been validated, and is subject to the policies of partner operators, airlines and providers.

Voluntary cancellations

When the traveler requests to cancel a tourism service, the following may apply:

• Provider penalties.
• Operational charges.
• Fare restrictions.
• Non-refundable conditions.

In addition, LUNAJE may apply an administrative penalty of 5 % of the total booking value for commercial, operational and financial management.

Non-refundable services

Some services may be non-refundable, non-changeable and subject to a full penalty, especially for:

• Promotional rates.
• High seasons.
• Special events.
• Issued tickets.
• Blocked inventory.

Specific conditions will be communicated to the client in advance.

No-show

If the traveler does not show up for flights, hotels, transfers, tours or other services, this may result in partial or total loss of the service, provider penalties, loss of fare benefits and refund restrictions.

LUNAJE is not responsible for services lost due to delays, incomplete documentation or non-compliance by the traveler.

Booking changes

Every change is subject to availability, fare conditions, provider policies and fare differences. Additional charges may apply for:

• Date changes.
• Name changes.
• Reissues.
• Operational changes.

Refunds

When a refund applies, the process depends on the corresponding provider. Processing times may range from 15 to 120 business days depending on the airline, operator or financial institution, and some services may incur administrative or bank deductions.

LUNAJE will act as an intermediary in managing the refund process.

Force majeure

In cases of natural phenomena, flight cancellations, government restrictions, pandemics, public order situations or border closures, the conditions for changes or refunds will depend on the policies of each tourism provider.

LUNAJE will seek to support the traveler and arrange reasonable alternatives.

Traveler responsibilities

The traveler must:

• Review the information provided.
• Check names and dates.
• Carry valid documents.
• Meet immigration requirements.
• Show up on time.

Errors attributable to the traveler may result in additional penalties.

Group bookings

Group bookings may have special policies, non-refundable deposits, payment deadlines and collective penalties. Conditions will be communicated in advance according to the operator or provider.

Acceptance

Payment confirmation, acceptance of a quote or issuance of a voucher implies full acceptance of this policy.

At LUNAJE we want you to travel with peace of mind. That is why we always explain the conditions for changes, cancellations and refunds before confirming your trip.