Change and Cancellation Policy

Change of booking by the client

Should the client wish to change the booking of the whole project or its option, this must be done in written form, and within 20 days before the start of scheduled project/event, by sending the request to the following email address: events@moonluza.pt 

If the change of booking entails a change of price and that subsequent price is higher, then the client must pay the difference within 48 hours after making the request.

In cases when the price difference is to the client’s benefit, Moonluza is required to reimburse the difference to the client, by bank transfer to the given account. All and any additional costs associated to the change will be carried by the client.

Change of booking by Moonluza

In the event that unforeseen circumstances force Moonluza to change the date of the project/event, the programme, price or others, Moonluza is obliged to immediately inform the client. The client is then obliged to reply in writing whether s/he agrees to the proposed change/s or chooses to withdraw from the project/events.

Cancellation

Due to circumstances attributable to the company Moonluza

Should circumstances arise that force the cancellation of a project/event, the company Moonluza, is obliged to immediately inform the client of this fact and to reimburse any payment for the project/event already made by the client to the company account. The reimbursement is done by bank transfer to the account indicated by the client.

In cases where the project/events requires a minimum number of participants and if within 20 days of its start-date this number is not reached, than the company Moonluza reserves the right to cancel the project. Should such unfortunate circumstances arise, the company is obliged to immediately inform the client of this fact and to reimburse all payment for the project/event already made by the client to the company’s account.

Due to circumstances attributable to the client

Should circumstances arise that oblige the client, travel agency or other institution to cancel his/her participation in the booked project/event, the client has to immediately inform the company Moonluza, Unipessoal Lda of this fact, in writing. Depending on the date on which the company is informed about the cancellation, the client has the right to reimbursement of the paid fee or its part. The reimbursement is according to the following calendar:

  • up to 60 days before the date of the project/event: up to 90% of the total paid fee;
  • from 59 up to 30  days before the date of the project/event: up to 60% of the total paid fee;
  • from 29 up to 20 days before the date of the project/event: up to 40% of the total paid fee;
  • from 19 up to 10 days before the date of the project/event: up to 30% of the total paid fee;
  • from 9 up to 2 days before the date of the project/event: up to 10% of the total paid fee;

Taking into consideration that some projects/events are ruled by specific and particular conditions regarding cancellation, the company Moonluza reserves the right to send clear guidelines and conditions about the cancellation policy and reimbursement if circumstances arise that oblige the client to cancel the participation and if the client transmits this fact in writing.

The reimbursement is done by bank transfer.