Refund & Cancellation Policy

TripMax UK Ltd ("TripMax", "we", "us", "our") is committed to providing fair, transparent, and professional travel services. This Refund & Cancellation Policy outlines the terms under which refunds and cancellations are processed for all services offered through tripmax.co.uk.

By booking any service with TripMax, you agree to the terms set out in this policy. We strongly recommend reading this document in full before making any payment.

Our visa service fees cover the professional consultation, document preparation, application review, appointment booking, and submission support provided by our team. The following table outlines our refund terms:

What is included in our visa service fee:

• Full eligibility assessment and consulate recommendation
• Personalised document checklist preparation
• Cover letter drafting in consulate-preferred format
• Travel insurance arrangement (Schengen-approved)
• Hotel and flight itinerary letters
• VFS Global appointment booking
• Pre-appointment biometric and interview coaching
• Post-submission tracking and updates

Holiday packages booked through TripMax are subject to the cancellation terms of the individual airlines, hotels, and tour operators involved. Our own service fees are outlined below in addition to supplier terms.

Flight ticket refunds are governed primarily by the airline's own fare rules. TripMax acts as an agent and will process refund requests on your behalf, subject to the following:

• Refundable fares: Full refund of the ticket cost minus airline cancellation fee and TripMax processing fee of £35
• Non-refundable fares: No refund of ticket cost; airport taxes may be recoverable (subject to airline policy)
• Flight cancelled by airline: Full refund of ticket cost; TripMax service fee also refunded
• Name changes / corrections: Subject to airline fee plus TripMax admin fee of £25 per passenger
• Date changes: Subject to airline fare difference and rebooking fee plus TripMax admin fee of £30

Hotel bookings are subject to the individual hotel or booking platform's cancellation policy, which will be clearly communicated at the time of booking. General terms are as follows:

Travel insurance policies arranged through TripMax are subject to the terms and conditions of the relevant insurance provider. Key points to note:

• Insurance premiums are generally non-refundable once the policy has been issued
• A 14-day cooling-off period applies if the policy has not yet commenced and no claim has been made — full refund available within this window
• If insurance was purchased solely for a visa application and the visa is refused, a refund request may be submitted to the insurer — TripMax will assist in this process
• TripMax's arrangement fee of £15 for insurance is non-refundable in all cases

To request a refund, please contact us using one of the following methods. All refund requests must be submitted in writing:

• Email: Send your request to info@tripmax.co.uk with subject line "Refund Request – [Your Full Name] – [Service Type]"
• WhatsApp: Message us at +44 7411 551435 — we respond 24/7
• Phone: Call +44 7411 551435 to speak with a customer service advisor

Please include the following information in your refund request:

• Your full name and contact details
• Booking or reference number
• Service type (e.g. Schengen visa, holiday package, flight)
• Reason for the refund request
• Any supporting documentation (e.g. visa refusal letter, cancellation confirmation)
• Preferred refund method (original payment method or bank transfer)

TripMax will consider refund requests outside the standard policy in the following exceptional circumstances:

• Bereavement: If you or an immediate family member passes away after booking, we will offer a full refund or free rebooking with supporting documentation
• Serious illness or hospitalisation: A medical certificate from a registered UK GP or hospital is required; partial or full refund at TripMax's discretion
• Natural disasters or travel advisories: If the UK Foreign, Commonwealth & Development Office (FCDO) advises against travel to your destination, we will offer a free rebooking or full refund
• Duplicate payments: Any accidental duplicate payment will be refunded in full within 3 working days upon confirmation

Governing Law & Disputes: This policy is governed by English law. Any disputes that cannot be resolved directly with TripMax may be referred to an Alternative Dispute Resolution (ADR) scheme or the courts of England and Wales.

For further assistance or to discuss your specific situation, please contact us at info@tripmax.co.uk — we are available 24/7 and always happy to help.