At MatrixColumn, we understand that plans can change. This Refund Policy outlines the terms and conditions regarding refunds for our travel services. It applies to all bookings made through our website, over the phone, or in person with our travel consultants.
Please read this policy carefully before making a booking. By making a booking with us, you acknowledge that you have read, understood, and agree to be bound by these refund terms.
Most of our travel arrangements require a deposit at the time of booking to secure your reservation, with the balance due at a later specified date. Deposit amounts and payment schedules will be clearly communicated during the booking process.
Unless otherwise specified, deposits are non-refundable. They represent our commitment to securing services on your behalf and compensation for the work involved in processing your booking.
Your eligibility for a refund depends on several factors, including:
For all refunds processed, an administrative fee may be charged to cover the costs associated with processing your cancellation and refund. This fee varies based on the complexity of your booking and will be clearly communicated to you during the refund process.
Unless otherwise specified in your booking confirmation, the following cancellation fees typically apply to our standard vacation packages and custom itineraries:
| Timing of Cancellation | Cancellation Fee |
|---|---|
| 90+ days before departure | Loss of deposit only |
| 89-60 days before departure | 30% of total booking cost |
| 59-30 days before departure | 50% of total booking cost |
| 29-15 days before departure | 75% of total booking cost |
| 14 days or less before departure | 100% of total booking cost (no refund) |
Certain travel products may have different cancellation and refund terms due to the policies of our suppliers. These special terms include, but are not limited to:
Airline tickets are subject to the specific fare rules and conditions of the airline. Many promotional or discounted fares are non-refundable or have substantial change/cancellation penalties. We will clearly communicate these terms at the time of booking.
Cruise bookings typically have their own cancellation policies, which are often more restrictive than our standard terms. Cancellation fees for cruises generally increase as the departure date approaches, with most cruises becoming non-refundable 60-90 days before sailing.
Bookings for travel during peak periods (such as holidays) or for special events may have more restrictive cancellation policies, which will be specified at the time of booking.
Special promotions, flash sales, or heavily discounted packages may be subject to different refund terms, including being completely non-refundable. These terms will be clearly communicated during the booking process.
Group bookings (typically defined as 10 or more travelers) are subject to separate terms and conditions, which will be provided at the time of booking.
To request a refund, you must:
The date we receive your written cancellation notice will be considered the official cancellation date for determining applicable fees.
We strive to process refunds as quickly as possible, but please be aware of the following timeframes:
Refunds will be issued using the same payment method used for the original purchase whenever possible:
Please note that we cannot issue refunds to a different person than the original booking holder without written authorization and verification.
If we cancel your travel arrangements due to circumstances within our control, you will be entitled to a full refund of all monies paid to us. In some cases, we may offer an alternative travel arrangement of equivalent or superior quality instead of a refund.
If the cancellation is due to unavoidable and extraordinary circumstances (see section 4.3), our liability will be limited to a refund of all monies paid to us without additional compensation.
If you wish to cancel only part of your booking (e.g., one traveler from a group or one segment of a multi-destination trip), cancellation fees will apply only to the portion being cancelled. However, price adjustments may be necessary for the remaining services due to changes in occupancy or applicable rates.
Changes to your booking (such as date changes, accommodation changes, or traveler name changes) are not considered cancellations but may incur change fees and rate adjustments based on availability at the time of change.
In cases of "force majeure" or unavoidable and extraordinary circumstances occurring at the destination or its immediate vicinity that significantly affect the performance of the travel arrangements or the transportation of travelers to the destination, special considerations may apply.
These circumstances may include:
In such cases, we will:
Please note that these situations are assessed on a case-by-case basis, and our policies may be updated in response to specific events.
The following items are generally non-refundable, regardless of when cancellation occurs:
We strongly recommend purchasing comprehensive travel insurance that includes cancellation coverage for your travel arrangements. Quality travel insurance can provide reimbursement for non-refundable costs if you need to cancel for covered reasons such as:
Please note that MatrixColumn is not an insurance provider and is not responsible for claims or coverage decisions. All insurance claims must be filed directly with your insurance provider according to their procedures.
If you experience significant service issues during your trip that differ substantially from what was promised, you may be eligible for a partial refund or compensation. To be considered for such a refund:
Each case will be evaluated individually based on the nature and severity of the service failure, the supplier's policies, and our ability to recover costs from suppliers.
In certain circumstances, we may offer goodwill gestures beyond our stated refund policy, such as:
These considerations are at the sole discretion of MatrixColumn management and are not guaranteed.
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. The policy in effect at the time of your booking will apply to your transaction.
For significant changes to the policy, we will make reasonable efforts to notify customers with active bookings through email or account notifications.
If you have questions about our Refund Policy or need assistance with a specific refund request, please contact us at:
Refund Department
MatrixColumn
Flat 01, Rogers Trail
Benjaminstad, N14 5HW
United Kingdom
Email: [email protected]
Phone: +44 604 603 4989
Hours: Monday-Friday, 9:00 AM - 5:30 PM (UK time)
For urgent matters related to imminent travel, please contact our customer service team at +44 604 999 8888.