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 experiences and services

In the event that the client cancels the trip before departure, he/she is entitled to reimbursement of the amounts paid except:

Management fees: 100€ per person V.A.T. included. This amount is not covered by any covergae and is not refundable.

If you have a cancellation coverage service contracted: in no case will the amount corresponding to it be refunded. If you do not have cancellation coverage or the reason for cancellation is not covered by such coverage, the client will have to compensate the agency with the following amounts (% to be applied to the sales amount):

  • 5% of the total amount of the trip if the cancellation occurs more than 16 days in advance.
  • 30% of the total cost of the trip if the cancellation occurs between 15 and 11 days prior to departure.
  • 50% of the total cost of the trip if the cancellation occurs between 10 and 6 days prior to departure.
  • In case of cancellation within 5 days prior to the departure date, the client will not be entitled to any refund of the total amount paid.
  • In the event of a no-show on the departure date or in the event of cancellation/abandonment during the trip, no refund will be made.

With the aim of being covered against various contingencies, mainly medical, family or work-related, that may prevent the customer from travelling, Pilgrim Travel offers the possibility to enhance the cancellation conditions of their trip by purchasing additional coverage with Pilgrim Cancellation or Pilgrim Cancellation Plus services. You can find more information about this service in the following section.

Courier services and backpack transfer between stages can be cancelled free of charge up to 24 hours before the start of the service. After this period, 100% will be charged.

Parking services, massages, day tours or guided visits can be cancelled free of charge up to 48 hours before the start of the service. After this period, 100% will be charged.

Support vehicle en route or accompanying guide services can be cancelled free of charge up to 7 working days before the start of the service. After this period, 100% will be charged.

In the case of bicycle rental, the cancellation policy to be applied is as follows, as long as the service is fully confirmed and the deposit is paid:

  • Up to 31 days before the start of the service, 100% of the amount paid will be refunded
  • Between 30 days and 16 days before the start of the service, 50% of the amount paid will be refunded
  • Between 15 days and the start of the service, no refund of the amount paid for the booking will be made

In the case of private transfers, the cancellation or modification policy to be applied is as follows:

  • Modifications and cancellations more than 24 hours before the start of the service will not be penalised
  • Modifications and cancellations (including those arising from force majeure) with less than 24 hours will be subject to a penalty corresponding to 50% of the service
  • In case of no-show or failure to notify a delay after the pick-up time, the penalty will be 100% of the service
  • The maximum waiting time is 1 hour in the case of airport, train or bus station pick-ups and 30 minutes in other locations
  • In the case of pick-ups at the airport, train or bus station the waiting time is one hour, after this time and up to 4 hours after the initial scheduled arrival time, the service is guaranteed to be provided with an extra 15% increase, if necessary by referring you to another provider other than the one initially booked

In the event that the booking includes any other type of service with its own cancellation policy, this will be governed by the same.

Pilgrim Cancellation Coverages

Pilgrim Cancellation

It guarantees the refund of the amount paid for the trip, except for 100€ per person, VAT included, corresponding to management fees, and the amount paid for the Pilgrim Cancellation service itself, as long as this cancellation is made at least before 6pm on the working day before the start of the trip and the reason is included among the following causes:

  • Decease, serious illness or accident of: The contract holder, their spouse, ascendants or descendants up to second degree.
  • Serious matter affecting the residence (primary or secondary) or business premises of the contracting party, occurring within the two weeks prior to the start of the trip.
  • Dismissal from employment of the contracting party, ocurring after confirming the trip (disciplinary dismissal is excluded).
  • Summons as a party or member of a jury or witness of a Court of Justice after the trip reservation has been confirmed.
  • Invitation to serve as a member of a polling station after the trip reservation has been confirmed.
  • Attendance at official examinations organised through a public body after the trip reservation has been confirmed.
  • Signing of official documents of the reservation holder on the dates of travel, exclusively with the Public Administration.
  • Complications of pregnancy or miscarriage in the first six months of pregnancy of the contracting party, their spouse or common-law partner.
  • Medical quarantine decreed by health authorities after the trip reservation has been confirmed.
  • The official declaration of the disaster area of the contracting party’s place of residence or travel destination.

In the event of cancelling the trip after it has started, no refund shall be made for the services or nights of accommodation not used.

In the case of a booking for a double or triple room in which one of the guests of the room has to cancel his or her part while the other(s) continue with the trip, the corresponding supplement for the change of room type will be applied.

Pilgrim Cancellation Plus

It guarantees the refund of the amount paid for the trip, except for 100€ per person, VAT included, corresponding to management fees, and the amount paid for the Pilgrim Cancellation Plus service, regardless of the cause of cancellation of the trip, as long as this cancellation is made at least before 6pm on the working day before the start of the trip.

Furthermore, in the event of cancelling the trip after it has started, the customer may recover the amount of any services and nights of accommodation not used which may be cancelled without charges in the form of a voucher to use for future reservations with Pilgrim.

In the case of a booking for a double or triple room in which one of the guests of the room has to cancel his or her part while the other(s) continue with the trip, the corresponding supplement for the change of room type will be applied.

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 your 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 your own will, for example, if you want 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.