Cancellations and refunds

Last updated: 30 October 2026

The procedure depends on whether you booked on Viator or agreed a tailor-made trip directly with Avesta. Mandatory consumer rights take priority over conflicting contractual conditions.

Experiences booked on Viator

Check the cancellation policy for your specific experience before booking. Use the link in your Viator confirmation or Viator customer support to cancel, request a change or seek a refund. Viator handles payments and refunds for those bookings. There is no single free-cancellation deadline covering every experience.

Tailor-made trips agreed with Avesta

An enquiry is not a booking and no money is taken through the enquiry form. Before you accept a proposal, we supply the services, price, payment schedule and applicable cancellation and change conditions in writing. After acceptance, we send bank-transfer instructions. Refer to the agreed proposal and contract for your booking’s terms.

Request a cancellation or change

• Email info@avestatravelagency.com with your booking reference, lead traveller’s name, departure date and the services you want to cancel or change. If departure is imminent, also call +34 648 000 033. Keep evidence of your request.
• We confirm the outcome in writing, including any applicable charge, its basis and the amount refundable. Changes depend on availability and the applicable contract and law. A change request does not itself confirm replacement services.
• For missed departures or unused services, contact us promptly. Any charge or refund depends on the agreed terms and mandatory rights; a no-show is not automatically a full-refund entitlement.

Package travel rights

If your booking is a package covered by Spanish package-travel law, you can end it before departure, subject to an appropriate, justifiable termination charge where permitted. Qualifying unavoidable and extraordinary circumstances can allow cancellation without that charge. Refunds under Article 160 are due without undue delay and within 14 calendar days after termination, less any lawful charge.

If Avesta or a supplier changes or cancels services

We explain the change, available alternatives and your cancellation or refund options under the applicable contract and law. You do not have to accept a voucher instead of a monetary refund when the law entitles you to money. Other compensation or assistance rights remain unaffected.

Refund method and follow-up

For direct Avesta payments, we confirm the refund calculation and payment route in writing. Bank-transfer refunds require securely verified recipient details. We do not ask for passwords, card security codes or online-banking access. Applicable legal deadlines take priority; other refund timing is explained under your contract. If you disagree with the outcome, use our Complaints procedure.