Cancellation Policy

Our cancellation policy is clear and simple and is explained below. All cancellations must be notified to Pilgrim by email with the booking number to reservas@pilgrim.es.

Cancellation of the entire trip

In the event that the guest cancels the trip entirely before the departure date, the following provisions will apply:

  • Administration fees: an amount of €100 per person (including VAT) will be charged in all cases. This amount is non-refundable and is not covered by any cancellation insurance.
  • Cancellation coverage purchased: the amount paid for cancellation coverage is non-refundable under any circumstances.
  • Compensation to the agency: unless the client has purchased the Pilgrim Cancellation or Pilgrim Plus Cancellation service and the reason is covered by it, the client must pay the agency, as compensation, the following amounts calculated on the total cost of the trip, in addition to the administration fees mentioned above:
    • More than 30 days prior to the departure date: 5%
    • Between 30 and 16 days prior to the departure date: 10%
    • Between 15 and 11 days prior to the departure date: 30%
    • Between 10 and 6 days prior to the departure date: 50%
    • Within the 5 days prior to the departure date: 100%
  • No-show or abandonment of the trip: failure to appear on the departure date, as well as cancellation or abandonment of the trip once it has started, will not entitle the traveller to any refund of the amounts paid.

The client is informed of the possibility to improve the cancellation conditions by purchasing the “Pilgrim Cancellation” or “Pilgrim Plus Cancellation” coverage, whose specific terms are detailed in the corresponding section.

Service cancellation

If the client cancels only specific services linked to their package trip, the following special conditions will apply, depending on the type of service:

  • Courier and luggage transfer services: may be cancelled free of charge up to 1 business day before the start. After this period, 100% of the amount will be charged.
  • Parking, massage, tours, or guided visit services: may be cancelled free of charge up to 2 business days before the start. After this period, 100% of the amount will be charged.
  • Support vehicle or accompanying guide services: may be cancelled free of charge up to 7 business days before the start. After this period, 100% of the amount will be charged

  • Bicycle rental (service confirmed and deposit paid):

    • Up to 31 days before: 100% refund of the amount paid
    • Between 30 and 16 days before: 50% refund Within the 15 days prior to the start: no refund

  • Private transfers

    • Cancellations or modifications made more than 24 hours in advance: 100% refund of the amount paid.
    • Cancellations or modifications made less than 24 hours in advance, including those due to force majeure: 50% refund of the amount paid.
    • No-show or uncommunicated delay: no refund.
    • Maximum waiting time: 1 hour at airports and stations; 15 minutes at other locations.
    • For pickups at airports or stations, if the maximum waiting time is exceeded and up to 4 hours after the scheduled arrival time, the service is guaranteed with a 15% surcharge on the fare, and the agency may delegate the service to an alternative provider.

All cancellations (whether total or partial) must be requested in writing by sending an email to the following address: reservas@pilgrim.es

Cancellations received outside business hours will be processed on the next business day, which will be considered the effective date of the cancellation

Cancellation Coverage

Pilgrim Cancellation

It guarantees the refund of the amount paid for the trip, except for €100 per person, including VAT, corresponding to administrative fees, and the amount paid for the Pilgrim Cancellation service itself, provided that the cancellation occurs at least before 6:00 PM on the business day prior to the start of the trip and the reason falls within the following causes:

  • Death, serious illness, or accident of the policyholder, their spouse, or direct relatives up to the second degree.
  • Serious matter affecting the policyholder’s residence (primary or secondary) or professional premises, occurring within the two weeks prior to the start of the trip.
  • Termination of employment of the policyholder occurring after the trip booking (disciplinary dismissal is excluded).
  • Summons as a party, jury member, or witness of a court of justice occurring after the trip booking.
  • Summons to serve as a member of an electoral board occurring after the trip booking.
  • Attendance at official public examinations called by a public body occurring after the trip booking.
  • Pregnancy complications or miscarriage within the first six months of pregnancy of the policyholder, their spouse, or domestic partner.
  • Medical quarantine ordered by the competent health authorities after the trip booking that prevents the trip from taking place.
  • Signing of official documents by the booking holder during the trip dates, exclusively before a public administration.
  • Official declaration of a disaster area at the policyholder’s place of residence or the trip destination.

If the trip is cancelled once it has already started, no refund will be given for services or nights of accommodation not used.

In the case of a booking for a double or triple room in which one of the participants must cancel their portion while the others continue with the trip, the corresponding supplement for the change of room type must be paid.

This service can only be purchased at the time of booking confirmation and is non-refundable.

Cancellation Plus Pilgrim

It guarantees the refund of the amount paid for the trip, except for €100 per person, including VAT, corresponding to administrative fees, and the amount paid for the Pilgrim Plus Cancellation service, regardless of the reason for the trip cancellation, provided that the cancellation occurs at least before 6:00 PM on the business day prior to the start of the trip.

Likewise, in the event of a trip being interrupted once it has started, the booking holder may recover the amount paid for unused services and nights of accommodation that can be cancelled without fees by the provider, in the form of a voucher to be used for future bookings with Pilgrim.

In the case of a booking for a double or triple room in which one of the participants must cancel their portion while the other(s) continue with the trip, the corresponding supplement for the change of room type must be paid.

This service can only be purchased at the time of booking confirmation and is non-refundable.

Amendment of the Booking

Once the client has formalised the reservation and paid the corresponding payments:

  • The management fees to be paid in the event of requesting a modification that requires altering the itinerary or travel dates will be as follows:
    • 25€ for bookings of between 1 and 6 nights.
    • 40€ for bookings between 7 and 14 nights.
    • 60€ for bookings of 15 nights or more.
  • The client can modify or add any service that is not included in the booking up to 5 days before departure. This payment will be waived for those modifications or bookings that do not require an alteration to the itinerary or travel dates.
  • Modifications in accommodation by the client’s own will, for example, if the client wants to lengthen or shorten a stage or want to finish the Camino earlier than planned, will not be accepted less than 24 hours in advance and will entail the costs of modification indicated above as well as possible penalties applied by the accommodation booked.
  • Modifications that involve an alteration in the initially confirmed quote (e.g. change of season) will entail the payment of the difference by the customer, in addition to the modification charges.

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