This Refund & Cancellation Policy applies to services booked through Cardinal Journeys, a brand of BeSpoke Luxury Travels LLP ("we", "us", "our"). Because luxury travel is arranged largely through third-party Suppliers (airlines, hotels, cruise lines, ground operators and experience providers), cancellation charges are driven substantially by those Suppliers' own terms, which we pass through to you in addition to our own charges.
1. How to cancel or amend
All cancellation and amendment requests must be made in writing to hello@cardinaljourneys.com. Charges are calculated with reference to the date on which we receive your written request.
2. Planning / service fees
Our travel design, planning and service fees represent work already performed and are non-refundable once the planning has commenced, unless expressly stated otherwise in your proposal.
3. Supplier cancellation charges
Deposits and payments made to Suppliers are subject to those Suppliers' cancellation policies. Many premium fares, suites, villas, cruises and bespoke experiences are sold on a non-refundable or heavily-restricted basis. The applicable Supplier terms for your specific booking will be shared with, or made available to, you before confirmation.
4. Indicative cancellation scale
Except where a Supplier's stricter terms apply, the following indicative scale applies to our own charges on the total booking value, based on the number of days before departure that we receive your written cancellation:
- More than 60 days: loss of deposit and any non-refundable Supplier costs incurred.
- 60 – 31 days: 25% of booking value, plus non-refundable Supplier costs.
- 30 – 15 days: 50% of booking value, plus non-refundable Supplier costs.
- 14 – 7 days: 75% of booking value, plus non-refundable Supplier costs.
- Less than 7 days or no-show: 100% of booking value.
Where Supplier cancellation charges exceed the amounts above, the higher Supplier charges will apply.
5. Amendments
Requests to change dates, names or itinerary elements after confirmation are subject to availability and to Supplier amendment fees, plus a reasonable administration fee. We will always try to keep changes as economical as possible.
6. Cancellation by us
If we or a Supplier must cancel your journey for reasons within our control, we will offer you the choice of an alternative arrangement of comparable standard (subject to any price difference) or a refund of amounts paid to us that have not been committed to Suppliers on a non-refundable basis.
7. Force majeure
Where a journey is cancelled or disrupted due to events beyond our reasonable control (see our Terms & Conditions), refunds are limited to amounts we are able to recover from Suppliers, less any non-recoverable costs and our service fees. This is a key reason we strongly recommend comprehensive travel insurance.
8. Points, miles & rewards redemptions
Bookings made using your airline miles, loyalty points or reward certificates are governed by the rules of the relevant programme. Cancellation, redeposit or reinstatement of points is entirely at the discretion of that programme and its associated fees, and is outside our control.
9. How refunds are processed
- Approved refunds are made to the original payment method used.
- We aim to initiate eligible refunds within 7–10 business days of confirming the refund amount; the time to reflect in your account depends on your bank / card issuer and payment gateway.
- Refunds are net of applicable non-refundable Supplier costs, service fees, and any payment-gateway or bank charges where relevant.
10. Contact
For any cancellation, amendment or refund query, contact hello@cardinaljourneys.com.