Refund & Cancellation Policy

1. Our Role as an Agent

TravelMaxx Ltd acts as an agent. Your contract for the travel services is with the principal provider (the airline, tour operator, hotel, or — for ATOL flight-inclusive holidays — Brightsun Travel (UK) Limited which holds ATOL 3853). All refunds, cancellations and changes are governed by the principal's terms, not by TravelMaxx.

We will pass your refund request to the principal and process the refund to you once they release the funds. Timelines depend on the principal — typically 8–12 weeks for airlines.

Important: We act as an intermediary only. We cannot override airline or provider
                        policies. Any refund amount is determined solely by the airline's fare rules and the provider's
                        cancellation policy.

2. Cancellation Requests

All cancellation requests must be made in writing by emailing info@travelmaxxltd.co.uk or calling our support team at (0203) 983-6853.

⚠️ CRITICAL NOTICE: Cancellations are only effective from the date and time we receive your written notification. Verbal cancellations over the phone are not accepted without written confirmation.

Cancellation Fees (General Guidelines):

Time Before Departure Cancellation Fee Refund Amount

More than 56 daysLoss of deposit (£50 per person)Full payment minus deposit

55 - 30 days50% of total booking cost50% of total booking cost

29 - 15 days75% of total booking cost25% of total booking cost

14 days or less100% of total booking costNo refund

No show100% of total booking costNo refund

Note: These are general guidelines. Individual airlines and providers may have
                        different policies, especially for budget airlines, sale fares, and promotional tickets which are
                        often 100% non-refundable.

3. Refund Process & Timelines

Authorization

We submit your refund request to the airline/provider. Typical wait: 8-12 weeks.

Processing

Once funds are released to us, we process the refund within 10-14 business days.

Credit

Credit back to your original payment method

Administrative Fees

Standard processing fee: £35 per passenger

Complex cases: £50 per passenger

Chargeback/dispute: £25 per transaction

4. Non-Refundable Items

Initial booking deposits (£50)

Credit card processing fees (2-3%)

Service fees

Travel insurance premiums

Visa processing fees

Seat selection fees

Baggage fees (after check-in)

5. Flight Changes & Modifications

Date Change

Subject to airline availability + change fees (£50-£300+) + fare difference

Destination Change

Subject to airline approval + change fees + fare difference

Name Correction

Minor spelling errors only (£50-£150) - Name changes NOT permitted

⚠️ IMPORTANT: Name changes are NOT permitted on most airlines. Name corrections (minor spelling errors) may be allowed with proof of passport.

6. ATOL Protection & Refunds

For flight-inclusive holidays where Brightsun Travel (UK) Limited (ATOL 3853) is the principal and you have received an ATOL Certificate in their name:

Full Refund Before Departure

If Brightsun fails financially before your departure, the CAA will refund money paid for your protected booking

Repatriation While Abroad

If Brightsun fails while you are abroad, the CAA will arrange your repatriation

⚠️ Important - Not All Bookings Are Protected:

Bookings not covered by an ATOL Certificate (e.g. flight-only tickets, accommodation only, car hire only) are NOT ATOL protected - coverage depends on the principal's own terms and conditions.

Visit www.caa.co.uk/ATOL-protection for full details about the ATOL scheme and your rights.

7. Contact for Refunds

For any questions regarding a refund or to initiate a cancellation, please contact our support team:

Business Name	TravelMaxx
Director	Faisal Jawad (Sole Trader)
Correspondence Address	99 Hollies Avenue, West Byfleet, KT14 6AN
Trading Address	Kamp House, 124 Middleton Road, Morden, Surrey, SM4 6RW
Associated Company	TravelMaxx Ltd
Registered Office	Unit A, 82 James Carter Road, Mildenhall, IP28 7DE
Company Number	15780719 (England and Wales)
Phone	0203 983 6853
Email	info@travelmaxxltd.co.uk

Last Updated: April 2026