FAQ: Changes, Cancellations, and Service Issues
1. Cancellations
What happens if I cancel my reservation?
The cancellation policy varies depending on the type of package:
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Standard Packages:
- More than 30 days before the start: Loss of the deposit, with the possibility to rebook the trip for other dates.
- Between 15 and 30 days before the start: Loss of the deposit.
- Less than 15 days before the start: Loss of 100% of the total amount.
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Tailor-Made Packages:
- More than 30 days before the start: Loss of the deposit and any non-refundable reservations already paid.
- Less than 30 days before the start: Loss of 100% of the total amount.
What if I need to cancel for justified reasons?
We recommend purchasing a cancellation insurance policy to cover unforeseen situations (medical issues, family emergencies, etc.). This insurance may include partial or full refunds for justified reasons.
2. Changes and Modifications
Can I change the date or participants in my reservation before starting the trip?
Please note that once your deposit is received, your itinerary is considered final. Any modifications—such as adding pilgrims or changing travel dates—are subject to our terms and conditions. For example, requests to add additional pilgrims will be processed as a new reservation. This is due not only to availability constraints but also because the original lodging may not meet the requirements for the new group configuration.
- Date changes: May involve additional costs and availability cannot be guaranteed, especially if requested less than 15 days before the trip starts.
- Name changes for participants: Incurs an additional fee of €50 per participant and is subject to the availability of contracted services.
What happens if I reduce the number of people in my reservation?
- If you reduce the number of participants more than 15 days in advance, there is no penalty, but the price per person may vary.
Are there discounts if I book more than one route?
- Yes. If you book more than one route (e.g., Sarria-Santiago and an extension from Santiago to Fisterra), you will receive a €50 discount on the second package, provided both reservations are managed at the same time.
Changes During the Trip
What happens if I don’t like the reserved accommodation?
- Before starting the trip, when the itinerary is delivered, it is the client’s responsibility to review the accommodations and ensure they meet their expectations. If any accommodation poses a potential issue, the client must notify us to evaluate possible changes before the trip begins.
- Once the trip has started, any accommodation changes will be the sole responsibility of the client, including the management and any additional costs.
- It is essential for the client to inform the agency about any accommodation changes to ensure the proper functioning of other contracted services (e.g., luggage transportation).
Can I move a day forward in the itinerary?
- If the client wishes to move a day forward or make similar changes, they will be solely responsible for managing the adjustments.
- The agency can provide guidance on the impact of the change and warn of potential issues but will not manage such changes.
What happens if I get injured and want to modify the itinerary?
- In case of injury, the usual solution is to maintain the original itinerary and arrange taxi services for transportation between accommodations.
- If the client wishes to stay an extra day at a specific accommodation for recovery, they will be responsible for covering the additional costs, subject to accommodation availability.
- We recommend having travel insurance that covers such eventualities to minimize extra expenses.
3. Issues Due to Not Meeting Service Timings
What happens if I am not at the specified place and time for a service (transfer, activity, etc.)?
- The driver or provider will wait for a maximum of 15 minutes after the agreed time.
- If the client does not show up within that time frame (No Show), the service will be considered completed, and no refund will be provided.
Can I reschedule a service if I miss it?
- Yes, but any rescheduling will be subject to availability, and any additional costs will be the client’s responsibility.
4. Services Booked Directly by the Client (Without Agency Involvement)
What happens if I book accommodation, transportation, or other services on my own?
- The agency is not responsible for issues, inconveniences, or errors related to services booked directly by the client, such as accommodation, luggage transportation, or transfers.
What happens to luggage transportation if I book my own accommodation?
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If you book your own accommodation, luggage transportation will be managed via taxi, and the client must hand over the luggage in person to the taxi driver at the time and place specified by the agency. It is the client’s responsibility to ensure that the luggage is correctly handed over to the taxi driver.
If you do not have accommodation on the last day but still require luggage transportation, there are two possible scenarios. The first is using a pick-up point (such as a locker or storage facility), which we do not offer due to company policy. The second option, and the one we do provide, is transport via taxi, functioning similarly to the standard luggage transfer service. In this case, the client will either meet the taxi in person to collect their luggage or pick it up at an agreed location specified by the agency. It is essential that the client is present at the designated time to ensure smooth delivery.
What responsibilities does the agency have in these cases?
- The agency will not be responsible for inconveniences arising from external services booked by the client.
What are the advantages of booking all services through the agency?
- We guarantee compatibility and coordination between the contracted services and provide assistance in case of issues.
- When booking external services, the client assumes the associated risks and responsibilities.
