Cancellation Policy
Fair, transparent, and designed with your peace of mind
1. Overview
We understand that plans can change unexpectedly. Our cancellation policy is designed to be fair and transparent, balancing the need to protect your investment with the commitments we make to our travel partners on your behalf.
The refund amount depends on how far in advance of your scheduled departure date the cancellation is requested. We encourage you to review the cancellation tiers below carefully and to consider purchasing travel insurance for added protection.
2. Cancellation Tiers
The following refund schedule applies to all standard bookings made through EnchantXP. Refund amounts are calculated based on the total booking value.
60+ Days Before
Departure date
Full refund of the total booking amount minus a $100 administrative processing fee.
30 - 59 Days Before
Departure date
A 50% refund of the total booking amount will be returned to you.
15 - 29 Days Before
Departure date
A 25% refund of the total booking amount will be returned to you.
Less Than 15 Days
Before departure
Unfortunately, no refund can be issued for cancellations within this window.
| Timeframe | Refund Amount | Processing Fee |
|---|---|---|
| 60+ days before departure | Full refund | $100 processing fee |
| 30 - 59 days before departure | 50% refund | Included |
| 15 - 29 days before departure | 25% refund | Included |
| Less than 15 days | No refund | N/A |
3. How to Cancel
To initiate a cancellation, you may use any of the following methods. We aim to provide a cancellation confirmation within 24 hours of receiving your request.
Contact Your Concierge
Reach out to your dedicated travel concierge directly via phone or the in-app messaging feature. They will guide you through the cancellation process personally.
Send an Email
Email us at cancellations@enchantxp.com with your booking reference number, full name, and the reason for cancellation.
Through the App
Navigate to your booking in the EnchantXP app, select "Manage Booking," and follow the prompts to submit a cancellation request directly from your device.
You will receive a cancellation confirmation email within 24 hours of your request. Please retain this confirmation for your records. The cancellation date is determined by when we receive your request, not when the confirmation is issued.
4. Refund Processing
Once your cancellation is confirmed, eligible refunds will be processed within 10 to 15 business days. Refunds are issued to the original payment method used at the time of booking.
Please note that while EnchantXP processes refunds promptly, the time for the refund to appear in your account may vary depending on your financial institution. Credit card refunds may take an additional billing cycle to reflect on your statement.
Refund Timeline
Refunds are processed within 10 - 15 business days to the original payment method. Bank transfers may take an additional 3 - 5 business days to clear.
5. Rescheduling
If your plans have changed but you would still like to travel, rescheduling may be a more flexible option than cancellation. We offer the following rescheduling terms:
One Free Reschedule
You are entitled to one complimentary reschedule per booking, provided the request is made at least 30 days before your original departure date.
Additional Changes
Subsequent reschedule requests are subject to availability and may incur administrative fees. Any price differences between original and new dates will be charged or refunded accordingly.
Subject to Availability
All rescheduled travel dates are subject to availability with our partner hotels, airlines, and service providers. Our team will work closely with you to find the best alternative dates.
6. Travel Insurance
We strongly recommend that all travelers purchase comprehensive travel insurance to safeguard their investment against unforeseen events. Travel insurance can provide coverage for trip cancellations, medical emergencies, lost baggage, flight delays, and other unexpected disruptions.
EnchantXP partners with leading global insurance providers to offer comprehensive travel protection plans tailored for luxury travelers. Our travel advisors can help you select the right coverage level for your trip.
Recommended Coverage
Our insurance plans typically cover:
7. Special Circumstances
We recognize that certain situations may fall outside the scope of our standard cancellation tiers. The following special circumstances will be evaluated on a case-by-case basis by our management team:
Force Majeure
Events beyond reasonable control, including natural disasters, pandemics, government-imposed travel restrictions, civil unrest, or acts of terrorism. In such cases, we will work with you to reschedule your trip or provide the most favorable refund possible.
Medical Emergencies
Serious illness, injury, or medical conditions affecting you or an immediate family member that prevent travel. Documentation from a licensed medical professional will be required to process any exceptions to the standard cancellation terms.
Requests for special consideration must be submitted in writing to our support team along with any relevant supporting documentation. Our team will review each case individually and respond within 5 business days.
8. Contact
For all cancellation inquiries, rescheduling requests, or questions about this policy, please reach out to our support team using any of the methods below.
Email Support
support@enchantxp.comOffice Address
1 Raffles Place, #20-01 One Raffles Place, Singapore 048616