Retention depends only on timing
If you cancel more than 7 days before departure, nothing is retained — all funds paid are returned in full. If less than 7 days remain before departure, 50% is retained.
There are no other conditions: no reason is requested, and the percentage is not increased “depending on the situation”. The scale is the same for every client.
How long the refund takes
Money is returned within 7 days of the request being received, using the same method the payment was made with. Paid in cash — refunded in cash; by bank transfer — to the account.
If the agency cancels the departure
If a departure is cancelled because of a price change or an incomplete group, we give notice at least 20 days before the trip starts — the period is set by Article 29 of the Law on Tourism. In that case no retention applies and all funds are returned in full.
Why these terms are on the website
The refund procedure must be known before payment, otherwise the client and the agency later remember it differently. That is why the scale is published in the “Payment and booking” section and does not depend on chat messages.