Policy Overview
This Refund and Cancellation Policy applies to travel packages and related services booked through Lama Travels. Cancellation charges may vary depending on the destination, travel dates, season, hotels, transport providers and other third-party supplier policies.
Where a specific quotation or booking confirmation contains different cancellation terms, the terms communicated for that particular booking will take precedence.
How to Request a Cancellation
Cancellation requests must be submitted through an official communication channel used by Lama Travels, such as email or written WhatsApp communication. The effective cancellation date will be the date on which the request is received and acknowledged by our team.
Cancellation Charges
Unless different terms are communicated for a particular booking, cancellation charges may be calculated according to the following general structure.
- More than 30 days before departure: supplier charges and administrative costs may be deducted.
- 15 to 30 days before departure: up to 30% of the total booking amount may be charged.
- 7 to 14 days before departure: up to 50% of the total booking amount may be charged.
- Less than 7 days before departure: up to 100% of the total booking amount may be charged.
- No-show or cancellation after commencement of the trip: no refund may be provided.
Non-Refundable Components
Certain travel components may become partially or fully non-refundable once booked or issued. These deductions may apply regardless of the general cancellation timeline.
- Non-refundable hotel reservations.
- Flight, train or other transport tickets subject to supplier rules.
- Permits, entry tickets and activity reservations.
- Special-event, peak-season or festival bookings.
- Payment gateway, bank or transaction charges where non-recoverable.
- Any other service specifically identified as non-refundable before confirmation.
Refund Processing
Eligible refunds will be calculated after deducting applicable cancellation charges, supplier penalties, administrative charges and non-refundable components.
Approved refunds will generally be processed within 7 to 15 business days after the final refundable amount has been confirmed by the relevant suppliers. Actual credit time may vary depending on banks, payment gateways and financial institutions.
Changes Requested by the Customer
Requests to change travel dates, destinations, hotels, passenger details or other confirmed services are subject to availability and supplier policies. Additional charges may apply, and some confirmed services may not permit modification.
Weather and Force Majeure
If travel services are affected by extreme weather, natural disasters, road closures, landslides, government restrictions, strikes, pandemics or other circumstances beyond reasonable control, refunds will depend on the actual amount recoverable from hotels, transport providers and other suppliers.
Lama Travels cannot guarantee a full refund for services affected by force majeure where payments have already become non-refundable to third-party suppliers.
Cancellation by Lama Travels
If Lama Travels cancels a service for operational reasons within its reasonable control, we may offer an alternative arrangement, travel credit or eligible refund depending on the circumstances and supplier terms.
This provision does not guarantee a full refund where cancellation results from force majeure or where third-party suppliers impose non-refundable charges.
Unused Services
No refund will generally be provided for voluntarily unused accommodation, meals, transportation, sightseeing, activities or other services included in a confirmed itinerary.
Refund Disputes
If you believe a refund has been incorrectly calculated, please contact Lama Travels with your booking details and supporting information. We will review the matter based on booking records, supplier policies and applicable terms.
Need clarification?
Contact Lama Travels
If you have questions regarding this policy, please contact our team and we will be happy to assist you.