Cancellation & Refund Policy
Last updated: July 3, 2026
At HermeX Travel LLC (“HermeX Travel,” “we,” “our,” or “us”), we understand that travel plans may occasionally change. This Cancellation & Refund Policy explains the conditions under which cancellations, modifications, refunds, travel credits, and related requests are handled.
Because HermeX Travel acts as an independent travel agency arranging services provided by airlines, hotels, cruise lines, tour operators, transportation companies, and other travel suppliers, cancellation and refund decisions are often governed by the policies of those suppliers.
By making a booking through HermeX Travel, you acknowledge that you have read, understood, and agreed to this Cancellation & Refund Policy in addition to our Terms & Conditions and Privacy Policy.
1. General Cancellation Policy
Cancellation requests must be submitted in writing by email or another written communication method approved by HermeX Travel.
Telephone cancellations alone cannot be considered final until confirmed in writing.
The effective cancellation date shall be the date on which HermeX Travel receives the written cancellation request.
2. Supplier Policies
Every travel supplier establishes its own cancellation and refund rules.
These suppliers may include:
• Airlines
• Hotels
• Resorts
• Cruise Lines
• Tour Operators
• Transportation Providers
• Activity Providers
• Insurance Companies
• Visa Processing Providers
Refund eligibility depends primarily on the rules of the applicable supplier.
HermeX Travel cannot override supplier cancellation policies.
3. Administrative Service Fees
HermeX Travel may charge reasonable administrative or service fees for processing cancellations, modifications, refunds, or supplier negotiations.
These service fees are separate from supplier cancellation penalties and are generally non-refundable once services have been performed.
4. Cancellation Penalties
Cancellation charges may vary depending on:
• Supplier policies
• Destination
• Time remaining before departure
• Type of travel service
• Promotional fares
• Peak travel periods
• Customized itineraries
• Group reservations
Some travel services may be fully refundable, partially refundable, or entirely non-refundable.
5. Written Confirmation
A cancellation shall not be considered complete until HermeX Travel has issued written confirmation acknowledging receipt of the cancellation request.
Travelers should retain this confirmation for their records.
6. Non-Refundable Services
Certain travel services become non-refundable immediately upon confirmation or ticket issuance.
Unless otherwise stated in writing, the following services are commonly non-refundable:
• Airline tickets (where the fare rules specify non-refundable conditions)
• Charter flights
• Promotional or discounted travel packages
• Special event travel
• Holiday travel
• Peak season reservations
• Certain hotel bookings
• Cruise deposits
• Travel insurance premiums
• Visa application and processing fees
• Government taxes and application fees
• Service and consultation fees
• Administrative fees
Travelers will be informed whenever reasonably possible if a booking includes non-refundable components before confirmation.
7. Airline Ticket Cancellations
Airline tickets are governed exclusively by the fare rules established by the issuing airline.
Depending on the fare purchased, tickets may be:
• Fully refundable
• Partially refundable
• Non-refundable
Some airlines may allow travel credits instead of cash refunds.
HermeX Travel has no authority to override airline fare rules.
Any airline refund will be processed only after authorization and reimbursement have been received from the airline.
8. Hotel Reservation Cancellations
Hotel cancellation policies vary by property, destination, and season.
Certain hotels may allow free cancellation within a specified period before arrival.
Others may impose:
• One-night penalties
• Multiple-night penalties
• Full-stay charges
• Entirely non-refundable reservations
Failure to arrive without prior cancellation (“No-Show”) may result in cancellation of the remaining reservation without refund.
9. Cruise Cancellations
Cruise reservations are subject to the cancellation policies established by the applicable cruise line.
Cruise operators often impose increasing cancellation penalties as the departure date approaches.
In many cases:
• Deposits become non-refundable after a specified date.
• Final payments may become entirely non-refundable.
Travelers should carefully review cruise cancellation schedules before booking.
10. Tour Package Cancellations
Package tours may include multiple travel components such as:
• Hotels
• Flights
• Transportation
• Activities
• Guides
• Meals
• Entrance fees
• Internal transportation
Cancellation of one component does not necessarily cancel the remaining services.
Refund eligibility depends upon the policies of each supplier included in the package.
11. Customized Travel Packages
Custom-designed itineraries require significant planning, supplier negotiations, reservations, and administrative work.
For this reason:
• Planning fees may be non-refundable.
• Supplier deposits may be non-refundable.
• Customized arrangements may be subject to higher cancellation penalties.
Each customized itinerary will be evaluated individually.
12. Group Travel Cancellations
Group reservations often involve contractual commitments with suppliers.
Cancellation by one or more participants may affect:
• Group pricing
• Supplier discounts
• Complimentary services
• Minimum passenger requirements
Additional charges may apply if the required minimum group size is no longer met.
13. Partial Cancellations
If only part of a reservation is canceled, the remaining services may be repriced according to current supplier rates.
Partial cancellation may result in:
• Loss of promotional pricing
• Single occupancy hotel charges
• Increased transportation costs
• Revised package pricing
The traveler is responsible for any additional costs resulting from partial cancellation.
14. Future Travel Credits
When permitted by the supplier, canceled services may be exchanged for future travel credits instead of monetary refunds.
Travel credits:
• May have expiration dates.
• May be non-transferable.
• May only be used by the original traveler.
• Remain subject to supplier conditions.
HermeX Travel cannot modify or extend supplier-issued travel credits unless authorized by the supplier.
15. Supplier Bankruptcy or Insolvency
If a travel supplier becomes insolvent, ceases operations, or files for bankruptcy before or during travel, refund rights will depend on:
• Applicable laws
• Supplier policies
• Travel insurance coverage
• Credit card protections
HermeX Travel is not financially responsible for losses caused by the insolvency of independent travel suppliers but will make reasonable efforts to assist travelers in pursuing available remedies.
16. Refund Processing
If a refund is approved by the applicable travel supplier, HermeX Travel will process the refund as soon as the refunded funds have been received from that supplier.
Refund processing times vary depending on:
• Airlines
• Hotels
• Cruise lines
• Tour operators
• Banks
• Credit card companies
• Payment processors
HermeX Travel cannot guarantee a specific refund processing time because the timing depends largely on third-party suppliers and financial institutions.
17. Method of Refund
Approved refunds will generally be issued using the same payment method originally used for the booking whenever possible.
If the original payment method is no longer available, HermeX Travel may arrange an alternative refund method where permitted by law.
Bank fees, foreign exchange losses, and payment processing charges imposed by financial institutions are generally non-refundable unless required by applicable law.
18. Service Fees
HermeX Travel’s professional service fees, consultation fees, itinerary planning fees, booking fees, research fees, and administrative fees compensate us for work performed and are generally non-refundable once the related services have been provided.
This applies even if a supplier later approves a partial or full refund of travel services.
19. No-Show Policy
Failure to appear for any booked travel service without prior written cancellation constitutes a “No-Show.”
No-Show situations commonly result in:
• Loss of prepaid amounts
• Cancellation of remaining travel services
• Airline ticket cancellation
• Hotel reservation cancellation
• Cruise cancellation
• Tour cancellation
• No refund eligibility
The applicable supplier’s policy shall determine refund eligibility.
20. Unused Services
No refund will normally be provided for services voluntarily unused by the traveler after travel has commenced.
Examples include:
• Unused hotel nights
• Missed sightseeing tours
• Missed transfers
• Missed meals
• Unused attraction tickets
• Optional activities not attended
• Early departure from a tour
Exceptions may apply only where specifically permitted by the supplier.
21. Missed Flights
Travelers are solely responsible for arriving at airports in sufficient time to complete airline check-in, baggage drop-off, security screening, and boarding procedures.
HermeX Travel is not responsible for losses resulting from:
• Late arrival at the airport
• Missed check-in deadlines
• Missed boarding
• Missed domestic connections
• Missed international connections
Any replacement flights or additional travel costs shall be the responsibility of the traveler unless otherwise covered by travel insurance or provided by the airline.
22. Missed Connections
Missed connections caused by delays involving independent suppliers may not be refundable.
Where possible, HermeX Travel will assist travelers in communicating with suppliers and identifying available alternatives.
However, HermeX Travel cannot guarantee alternative transportation, accommodations, or compensation.
23. Delayed Travel
Travel delays caused by weather, operational issues, government actions, strikes, security events, or other circumstances beyond HermeX Travel’s control generally do not entitle travelers to refunds from HermeX Travel.
Compensation, if any, shall be determined by the applicable supplier and relevant laws.
24. Early Departure
If a traveler voluntarily ends a trip before its scheduled completion, unused travel services are generally non-refundable.
Refunds may be available only where specifically authorized by the supplier.
25. Late Arrival
If a traveler arrives late to a hotel, tour, cruise, transfer, or other booked service, unused portions of the reservation may be forfeited.
Additional expenses resulting from late arrival shall be the traveler’s responsibility unless otherwise agreed in writing.
26. Trip Interruption
If a trip is interrupted after departure because of illness, injury, severe weather, government restrictions, transportation disruptions, or other unforeseen events, refund eligibility shall depend on:
• Supplier policies
• Travel insurance coverage
• Applicable law
HermeX Travel strongly recommends purchasing comprehensive travel insurance to protect against such risks.
27. Failure to Obtain Travel Documents
No refund shall be due if a traveler is unable to travel because they failed to obtain or maintain required documentation, including but not limited to:
• Passport
• Visa
• Entry permits
• Vaccination certificates
• Government travel authorization
• Health documentation
Any resulting supplier penalties remain the responsibility of the traveler.
28. Force Majeure Events
HermeX Travel shall not be liable for cancellations, delays, interruptions, or additional expenses caused by events beyond our reasonable control.
Such events may include, but are not limited to:
• Natural disasters
• Hurricanes
• Earthquakes
• Floods
• Wildfires
• Volcanic eruptions
• Severe weather
• Pandemics
• Epidemics
• Government actions
• Border closures
• Political instability
• Civil unrest
• War
• Terrorism
• Labor strikes
• Transportation failures
• Utility outages
• Cybersecurity incidents
• Acts of God
Refund eligibility during Force Majeure events shall be determined by the applicable travel suppliers, insurance providers, and applicable laws.
HermeX Travel will make every reasonable effort to assist travelers in obtaining available alternatives, credits, or refunds but cannot guarantee any specific outcome.
29. Government Travel Restrictions
If a government imposes travel restrictions, border closures, entry bans, quarantine requirements, visa suspensions, or similar measures affecting a traveler’s itinerary, refund eligibility shall depend on:
• Supplier policies
• Government regulations
• Travel insurance coverage
• Applicable consumer protection laws
HermeX Travel is not responsible for governmental decisions affecting travel.
30. Public Health Events
Public health emergencies, including pandemics, epidemics, disease outbreaks, vaccination requirements, or health screening measures may affect travel.
Travelers remain responsible for complying with all applicable health requirements.
Refunds resulting from public health events shall depend upon supplier policies and applicable laws.
31. Travel Insurance Claims
Where travel insurance has been purchased, travelers should submit claims directly to the insurance provider.
HermeX Travel may provide supporting documentation reasonably requested by the insurer, including:
• Booking confirmations
• Payment receipts
• Cancellation confirmations
• Supplier correspondence
HermeX Travel cannot approve, deny, or influence insurance claims.
32. Chargebacks
Before initiating a chargeback with a bank or credit card provider, travelers agree to contact HermeX Travel and provide a reasonable opportunity to resolve the matter.
Unjustified or fraudulent chargebacks may result in:
• Suspension of future bookings
• Recovery of collection costs
• Legal action where permitted by law
Nothing in this section limits any statutory consumer rights.
33. Fraudulent Refund Requests
HermeX Travel reserves the right to investigate refund requests involving suspected fraud, including but not limited to:
• False claims
• Altered documentation
• Duplicate refund requests
• Identity fraud
• Payment fraud
• Misrepresentation
Fraudulent refund requests may be denied and referred to the appropriate authorities where permitted by law.
34. Disputed Refund Amounts
If a traveler disputes the amount of an approved refund, HermeX Travel will review the matter in cooperation with the applicable supplier.
Where appropriate, we will provide a written explanation of:
• Supplier cancellation penalties
• Administrative service fees
• Amounts retained by suppliers
• Refund calculations
The supplier’s final determination will generally govern the refundable amount unless otherwise required by law.
35. Goodwill Refunds
In exceptional circumstances, HermeX Travel may, at its sole discretion, offer goodwill compensation, promotional credits, or future travel discounts.
Such goodwill gestures:
• Do not constitute an admission of liability.
• Do not establish a future obligation.
• Are determined on a case-by-case basis.
36. Supplier Refusal to Refund
If an independent travel supplier refuses to issue a refund under its published policies, HermeX Travel is not obligated to provide a refund from its own funds.
However, we will continue to make reasonable efforts to advocate on behalf of the traveler and communicate with the supplier whenever appropriate.
37. Multiple Supplier Bookings
Travel packages frequently include services from multiple independent suppliers.
Refund eligibility for one component does not automatically apply to other components.
Each supplier’s refund policy will be applied separately.
Accordingly, a traveler may receive:
• A full refund for one component
• A partial refund for another
• No refund for a different component
depending upon the applicable supplier policies.
38. Cancellation Due to Supplier Operational Changes
If a supplier cancels a travel service because of operational reasons, HermeX Travel will make reasonable efforts to:
• Obtain a replacement service
• Arrange a comparable alternative
• Secure available supplier refunds
• Assist with supplier-issued travel credits
Any compensation shall remain subject to the supplier’s policies and applicable law.
39. Requests for Booking Modifications
If a traveler requests modifications instead of cancellation, HermeX Travel will make reasonable efforts to accommodate such requests.
Modifications may include:
• Travel dates
• Destination
• Flights
• Hotels
• Room types
• Passenger information (where permitted)
• Transportation
• Activities
All modification requests remain subject to supplier approval and availability.
Additional supplier charges, fare differences, taxes, and administrative fees may apply.
40. Name Changes
Many airlines, cruise lines, and travel suppliers restrict or prohibit passenger name changes after booking.
Where name changes are permitted:
• Supplier fees may apply.
• Fare differences may apply.
• New travel documents may be required.
HermeX Travel cannot guarantee that name changes will be accepted.
41. Date Changes
Travel date changes requested after confirmation are subject to:
• Supplier availability
• Fare differences
• Seasonal pricing
• Hotel availability
• Airline rules
• Administrative processing fees
A requested date change shall not automatically preserve the original travel price.
42. Destination Changes
Changing the travel destination after confirmation is generally treated as a cancellation of the original reservation and a new booking.
Applicable cancellation penalties and new booking prices may apply.
43. Upgrades
Requests to upgrade travel services, including but not limited to:
• Hotel category
• Airline cabin
• Cruise cabin
• Private transportation
• Premium excursions
are subject to availability and applicable price differences.
44. Downgrades
Requests to downgrade travel services after confirmation may not result in a refund of the price difference.
Refund eligibility depends upon supplier policies and any administrative costs already incurred.
45. Promotional Bookings
Reservations purchased during promotional campaigns, flash sales, limited-time offers, or discounted pricing may be subject to stricter cancellation and refund conditions.
Certain promotional bookings may be entirely non-refundable and non-changeable.
46. Gift Cards and Promotional Credits
If payment was made using a gift certificate, promotional credit, voucher, or travel credit:
• Refunds may be returned in the same form of credit.
• Cash refunds may not be available unless required by law.
• Promotional value may be forfeited if the booking is canceled.
47. Multiple Payment Methods
If a booking was paid using more than one payment method, approved refunds may be allocated proportionally among the original payment methods whenever reasonably possible.
48. Exchange Rate Differences
Refunds involving international currencies may differ from the original payment amount due to:
• Currency exchange fluctuations
• Bank conversion rates
• Credit card exchange rates
• Foreign transaction fees
HermeX Travel is not responsible for currency conversion losses or gains resulting from exchange rate changes.
49. Third-Party Booking Platforms
If a reservation was made through an authorized third-party travel agency, online travel platform, affiliate partner, or corporate booking system, refund requests may also be subject to that intermediary’s policies and procedures.
Travelers may be required to submit refund requests through the original booking channel.
50. Supplier Processing Delays
Some suppliers require extended periods to process refunds.
HermeX Travel is not responsible for delays resulting from:
• Airline accounting procedures
• Hotel accounting systems
• Cruise line processing
• International banking systems
• Government approvals
• Payment processor delays
We will continue to monitor refund requests and provide updates whenever available.
51. Partial Supplier Refunds
If a supplier issues only a partial refund, HermeX Travel can refund only the amount actually received from that supplier, less any applicable non-refundable service or administrative fees previously disclosed.
52. Travel Credits in Lieu of Refunds
Certain suppliers may offer travel credits instead of monetary refunds.
Acceptance or rejection of supplier-issued travel credits remains the traveler’s decision where an alternative is available.
HermeX Travel cannot require suppliers to issue cash refunds when supplier policies permit only travel credits.
53. Documentation Required for Refund Requests
To process certain refund requests, travelers may be required to provide supporting documentation, including:
• Booking confirmation
• Government-issued identification
• Proof of payment
• Medical documentation (where applicable)
• Death certificate (where applicable)
• Insurance documentation
• Other documents reasonably requested by the supplier
Failure to provide requested documentation may delay or prevent refund processing.
54. Customer Acknowledgment
By requesting a quotation, making a reservation, submitting payment, or purchasing any travel service through HermeX Travel LLC, you acknowledge and agree that:
• You have read this Cancellation & Refund Policy in its entirety.
• You understand that cancellation and refund decisions are primarily governed by the policies of independent travel suppliers.
• You understand that HermeX Travel acts as an independent travel agency and intermediary.
• You accept responsibility for reviewing the cancellation terms applicable to your booking before confirming your reservation.
• You understand that travel involves financial risks that may be reduced through the purchase of comprehensive travel insurance.
55. Consumer Rights
Nothing contained in this Cancellation & Refund Policy is intended to exclude, restrict, or limit any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
Where mandatory legal rights provide greater protection than the provisions of this Policy, those legal rights shall prevail.
56. Governing Law
This Cancellation & Refund Policy shall be governed by and interpreted in accordance with the laws of the State of Tennessee, United States, without regard to conflict of law principles.
Nothing in this Policy limits mandatory consumer rights available under applicable law.
57. Dispute Resolution
If any disagreement arises regarding cancellations or refunds, travelers agree to first contact HermeX Travel directly to allow us an opportunity to resolve the matter through good-faith communication.
Most concerns can be resolved quickly through cooperation and open communication.
Where resolution cannot be reached, disputes shall be handled in accordance with the dispute resolution provisions contained in our Terms & Conditions and applicable law.
58. Policy Updates
HermeX Travel reserves the right to modify, revise, or update this Cancellation & Refund Policy at any time.
Any revised version shall become effective upon publication on our website unless otherwise required by applicable law.
Travelers are encouraged to review this Policy before making future bookings.
59. Language
This Cancellation & Refund Policy has been prepared in the English language.
Translations may be provided solely for convenience.
In the event of any inconsistency between translated versions and the English version, the English version shall prevail unless otherwise required by applicable law.
60. Contact Information
If you have any questions regarding cancellations, refunds, booking modifications, or this Policy, please contact:
HermeX Travel LLC
Website:
https://www.hermextravel.com
Email:
info@hermextravel.com
Phone:
+1 (615-880-8000)
Location:
Nashville, Tennessee, United States
Business Hours:
Monday – Friday
9:00 AM – 4:00 PM (Central Time)
61. Effective Date
This Cancellation & Refund Policy is effective as of:
July 3, 2026
and shall remain in effect until replaced by a newer version published on the HermeX Travel website.
Final Statement
HermeX Travel is committed to handling cancellations, modifications, and refund requests in a professional, transparent, and fair manner.
While many travel services are governed by the policies of independent airlines, hotels, cruise lines, tour operators, and other travel suppliers, we will make every reasonable effort to assist our travelers in obtaining the best available resolution whenever possible.
We appreciate your trust in HermeX Travel and thank you for allowing us to be part of your travel experience.