Before the start of the trip, customers may withdraw from the contract at any time. To do this, they must cancel the trip through the sales system used for the purchase. They will be entitled to a refund of the amounts paid in excess of the following penalties, which Renfe Viajeros is entitled to receive as compensation for the cancellation:
When the withdrawal is communicated less than 24 hours in advance or when it is not communicated at all, and in all cases in which the traveller is not present at the time of the start of the trip, no amount will be refunded, and the penalty will be equivalent to the total price of the trip (100% of the RRP).
For the purposes of calculating the cancellation penalty, the time at which the booking is made will be considered.
When a customer who has already paid an amount, such as the "registration fee and deposit," cancels the trip, Renfe Viajeros will be entitled to offset the penalties established in this section with the amounts paid.
In the event that the customer has not expressly communicated his/her cancellation and has not complied, within the deadline, with the payments of the established amounts, Renfe Viajeros will apply and claim from the customer the aforementioned penalties, which must be paid within a maximum period of thirty (30) calendar days, counting from the date of the request made by Renfe Viajeros.
All changes must be communicated in writing.
a) Changes in the date of travel:
b) Change of passengers:
If Renfe Viajeros is forced to modify any essential element of the contracted trip, it will immediately notify the customer.
The client, once the communication has been received by any of the means provided (e-mail or website) will be entitled to terminate the contract and receive a refund of all the amounts paid in advance, or to accept the modification, which will become part of the binding contractual conditions between the parties.
To this end, the following shall not be considered modification of essential elements: I) change of a visit for another of similar characteristics; II) modification of the schedules or chronological order of visits; III) change in the location of meals or overnight stays within the trip’s itinerary; (IV) substitution of the means of transport on a specific route; V) changes in shows and performances.
If, for technical or organisational reasons, Renfe Viajeros finds it necessary to suspend the trip, it will offer customers a new date or they may opt for a full refund of the amount paid.
The itineraries may be subject to modifications, due to circumstances beyond Renfe Viajeros' control, such as those arising from problems with the railway infrastructure used by Luxury Trains. In such cases, Renfe Viajeros will adopt the appropriate solutions to continue with the organised trip, with no additional cost for the customers, informing him/her accordingly. If the customer continues the journey under the new conditions, he/she will be considered to have tacitly accepted the modifications to the service.
Renfe Viajeros does not accept any commitment with regard to punctuality on these luxury trains, since their primary purpose is not the mere transport of passengers, but the leisure, enjoyment and fulfilment of an established tourist and service programme.