Terms and Conditions

GENERAL CANCELLATION AND REFUND POLICY

Acrux Travel – Endelux S.A.

This policy governs the general cancellation, modification, rescheduling, refund, credit, compensation and reimbursement conditions applicable to the portfolio of inbound tourism products and services marketed under the Acrux Travel brand, owned by Endelux S.A. This policy is designed for B2B and B2B2C transactions with travel agencies, tour operators, wholesalers, retailers, representatives, corporate clients and other commercial counterparties, both in Argentina and abroad.

The booking, reservation, confirmation, payment or use of any Acrux Travel product or service implies knowledge and acceptance of this policy, together with Endelux S.A.’s general terms and conditions, the specific terms of each quotation, reservation, voucher, supplier or service provider involved, and the terms of the payment method used.

1. General and supplementary nature; order of precedence

This policy is general and supplementary in nature. It shall apply to any matter not governed more specifically by the quotation, booking confirmation, voucher, contract, commercial agreement, operational annex, supplier policy or specific condition of the contracted product.

In the event of contradiction, difference or greater specificity among documents, the following order of precedence shall apply:

Specific conditions communicated in the quotation, confirmation, voucher, contract or commercial annex for the transaction.

Specific cancellation, modification, non-refundable, penalty or rescheduling conditions established by suppliers, service providers, hotels, carriers, parks, local operators, inbound operators, airlines, shipping companies, railway companies or other third parties involved.

Conditions of the payment method, bank, financial institution, processor, card, wallet, payment gateway, correspondent bank or institution involved.

This general cancellation and refund policy.

Any mandatory or public-order rules that may apply under the relevant jurisdiction.

Where a product, service, special date, high season, group, series, MICE operation, incentive, allotment, promotional fare, air service, ticket, admission, permit or component is subject to more restrictive conditions, those conditions shall prevail over the general policy, provided they were disclosed or are inherent to the nature of the contracted service.

2. Distinction between the cancellation policy and the actual refund mechanism

Any tourism transaction may involve two distinct and complementary aspects:

The commercial cancellation policy applicable to the contracted product or service, which determines whether a full refund, partial refund, credit, rescheduling, penalty or no refund applies based on advance notice, service conditions and the service providers involved.

The actual mechanism for refund, crediting, reversal, voiding, transfer, credit note, compensation or future credit, which will depend on the payment method used, the status of fund settlement, the actual recovery of amounts from suppliers and the applicable banking or financial rules.

The existence of a full or partial refund under Endelux S.A.’s commercial policy does not imply that the refund can be made immediately, automatically, directly, free of charge or in the same manner as the original payment was processed. The form, timing, channel, allocation and currency of the refund will depend on the status of the transaction, the actual availability of funds, the conditions of the payment method and the applicable banking or administrative mechanisms.

3. Calculation of time periods and request channels

For the purpose of calculating cancellation, modification or rescheduling periods, the reference shall be the date and time when the first contracted service in the relevant reservation, package, itinerary, excursion, transfer, stay, experience or transaction begins.

Unless expressly stated otherwise, time periods shall be calculated in business days. Requests must be made in writing by the agency, commercial counterparty, reservation holder or authorized channel through the means formally enabled by Acrux Travel / Endelux S.A.

The request date shall be the date on which Endelux S.A. verifiably receives the request during a business day and within business hours. Requests received outside business hours, on non-business days, weekends, public holidays in Uruguay, Argentina or the country where the transaction must be handled, or outside the operating hours of the supplier involved, may be deemed received on the following administrative business day.

4. Supplementary general cancellation policy

Where no more specific or restrictive condition has been communicated for the product, service, supplier or reservation, voluntary cancellations shall be governed by the following general framework:

The percentages indicated must be interpreted as maximum general parameters and not as an automatic guarantee of refund, since each refund will depend on the specific conditions of the product, the actual recovery of amounts from service providers, the payment method used and the exclusions set forth in this policy.

5. Scope of refunds and excluded items

Where applicable, refunds shall be calculated on the amount actually paid and eligible for refund in connection with the tourism transaction, after deducting non-recoverable, non-commissionable items or amounts unrelated to Endelux S.A.

The following are expressly excluded from the refund calculation, unless a specific condition or mandatory rule provides otherwise:

Taxes, fees, levies, perceptions, withholdings, fiscal charges, airport charges, port charges, municipal, provincial, national or public-authority charges.

Bank fees, correspondent bank charges, international transfer costs, and fees charged by processors, cards, gateways, payment methods or financial institutions.

Financing costs, interest, exchange-rate differences, conversion spreads, settlement costs, third-party administrative expenses and transaction charges.

Air tickets, air services, train, ferry, bus and cruise tickets, admissions, permits, parks, museums, shows, events, capacity-controlled excursions, non-refundable activities, insurance, assistance services, visas, resort fees and services already issued or prepaid with no possibility of recovery.

Supplier penalties, no-shows, partially used services, late cancellations, chargebacks, reversals, handling fees and any component declared non-recoverable by Endelux S.A. or the supplier involved.

6. International payments, correspondent banks and bank charges

In international transactions, payments and refunds may involve originating banks, beneficiary banks, correspondent banks, clearing houses, processors, financial institutions, compliance checks, account-ownership validations and jurisdictional differences. Such involvement may result in costs, delays, holds or discrepancies beyond Endelux S.A.’s control.

All international payments in favor of Endelux S.A. must be made under OUR terms or equivalent, in accordance with the banking nomenclature, instruction or practice applicable in the country of origin, so that Endelux S.A. receives the full net invoiced amount without deductions for bank fees, correspondent charges, intermediary bank commissions or transfer costs.

In the event of a refund, reimbursement, credit or transfer of funds from Endelux S.A. to an agency, client, counterparty or authorized third party, all expenses, charges, deductions, commissions, correspondent bank costs, receiving costs, exchange-rate differences, bank taxes or financial charges that may arise shall be borne exclusively by the beneficiary of the refund.

Endelux S.A. shall not be responsible for deductions made by foreign banks, correspondent banks, receiving institutions, financial intermediaries, fintechs, processors, cards, wallets, clearing houses or supervisory authorities when such deductions are beyond its direct control.

7. Currency, exchange rate and foreign-exchange differences

Refunds shall be calculated based on the invoicing, quotation or payment currency actually credited, as applicable to the transaction. Where the transaction involved currency conversion, foreign-exchange transactions, banking intermediation, the local currency of the country of origin or destination, or international collection mechanisms, any exchange-rate difference, spread, conversion cost, exchange commission, tax or variation between the payment date and the refund date shall be outside Endelux S.A.’s responsibility.

Endelux S.A. does not guarantee exact equivalence between the amount originally charged to the payer in their local currency and the amount that may be credited as a refund in the same or another currency when conversions, exchange rates, bank costs, card systems, processors or financial institutions are involved.

8. Refunds by international bank transfer

Where a refund must be made by domestic or international bank transfer, Endelux S.A. may first require the following information and documentation:

Full beneficiary details and proof of account ownership.

Beneficiary bank, bank address, account number, IBAN, SWIFT/BIC, ABA, routing number, intermediary bank or any other information required under the applicable jurisdiction.

Tax identification, address, email address, telephone number and supporting documentation of the account holder or beneficiary entity.

Original proof of payment, invoice, reservation number, confirmation, voucher, credit note or other document supporting the request.

Any additional information required by anti-money-laundering policies, compliance requirements, or applicable banking, tax, foreign-exchange or supervisory regulations.

Unless technically, operationally or legally impossible, or unless otherwise instructed in writing and accepted by Endelux S.A., refunds shall be made to the same payer, account holder, account, card or payment method originally used. Endelux S.A. may reject refunds to third parties not connected with the transaction or not duly validated.

9. Refunds to card, payment gateway or electronic payment method

Where payment was made by credit card, debit card, payment gateway, international processor, digital wallet or equivalent electronic method, any full or partial refund that may apply will preferably be processed through the same payment method used for the booking, provided this is technically, legally and operationally possible.

The refund may be processed by means of voiding, reversal, partial refund, account credit, adjustment, compensation, credit note or any other mechanism appropriate to the status of the transaction and the rules of the payment system involved.

Endelux S.A. shall not be responsible for crediting times, statement closing dates, outstanding installments, installments already settled, financial charges, interest, taxes, perceptions, withholdings, rejections, validations, chargebacks, commissions, exchange-rate differences or allocation criteria specific to cards, issuing banks, acquirers, processors, gateways, wallets or financial institutions involved.

10. Cancellations, no-shows, partial use and modifications

No refund shall be due for services not used due to the passenger’s decision, late arrival, no-show, voluntary abandonment of the trip, partial use of services, itinerary changes decided by the passenger, missed connections, lack of documentation, inability to travel for personal reasons, denial of entry or boarding for reasons not attributable to Endelux S.A. or its service providers, or any other circumstance beyond its direct control.

Changes to date, passenger name, hotel, service, category, route, language, schedule, itinerary, destination, modality or rescheduling requested by the passenger, agency or counterparty shall be subject to availability, supplier authorization, fare differences, penalties, administrative costs, payment-method conditions and applicable regulations. Modification of a reservation does not automatically suspend or alter the applicable cancellation policy.

11. Air services, tickets, admissions, permits and non-refundable components

Air services, air tickets, air allotments, scheduled flights, charter flights, domestic sectors, train, ferry and bus tickets, cruises, admissions, permits, parks, museums, shows, events, capacity-controlled activities, named-person services and other components issued by third parties shall be governed by the specific conditions of the relevant supplier, carrier, issuer, platform or authority.

Where such components do not allow a refund, change, cancellation without charge or financial recovery, Endelux S.A. shall not be required to refund amounts that have not actually been recovered from the supplier involved, unless mandatory law provides otherwise.

12. Groups, series, MICE, incentives and tailor-made operations

Group, series, allotment, MICE, incentive, event, corporate program, tailor-made travel, private operation, special campaign, blocked-space departure, high-demand date or specially negotiated product transactions may be subject to specific payment, cancellation, reduction, no-show, rooming-list, name-change, space-release, penalty and refund conditions.

In such cases, the specific conditions communicated in the proposal, confirmation, contract, commercial annex, voucher or operational communication shall prevail over this general policy. In the absence of specific conditions, Endelux S.A. shall assess each case based on the supplier structure, advance notice, committed costs, payments made, possibility of recovery and applicable commercial conditions.

13. Force majeure, unforeseeable events and causes beyond Endelux S.A.’s control

In the event of cancellations, modifications, interruptions or inability to provide services due to causes attributable to suppliers, operational reasons, force majeure, unforeseeable events, weather conditions, natural disasters, orders of competent authorities, closures of parks, roads, airports, border crossings or ports, labor actions, social conflicts, health-related situations, migration restrictions, movement restrictions, geopolitical events, transportation failures or any other circumstance beyond Endelux S.A.’s control, the specific conditions of each service provider and the applicable regulations shall apply.

In such cases, Endelux S.A. will seek, where possible and reasonable, to arrange alternatives such as rescheduling, substitution of services, future credit or refund. Any refund shall be subject to the actual recovery of amounts from the service providers involved, the conditions of each service and the operating mechanisms of the payment method used.

14. Documentation, immigration, health and personal requirements

It shall be the sole responsibility of the passenger, agency or commercial counterparty to verify, obtain and carry valid and sufficient personal documentation to travel to, enter, transit through or remain at each destination, including passports, identity documents, visas, permits, authorizations for minors, health certificates, vaccinations, mandatory insurance, immigration requirements, customs requirements and any other requirement imposed by competent authorities.

Endelux S.A. shall not be responsible for denial of boarding, entry, transit, stay, provision of services or use of reservations resulting from insufficient, expired, incorrect, incomplete, fraudulent or untimely documentation, or from failure to comply with the passenger’s immigration, health, customs, legal or personal requirements.

15. Sales through agencies, operators and B2B counterparties

Where the transaction was marketed through a travel agency, operator, wholesaler, retailer, representative, consolidator, OTA, company, commercial network or B2B counterparty, that counterparty must channel cancellation, modification, rescheduling, reimbursement or refund requests through the means formally established by Acrux Travel / Endelux S.A., together with any supporting documentation that may be required.

Endelux S.A. may require the involvement of the issuing agency or counterparty to validate reservation details, payment ownership, passenger identity, accepted conditions, receipts, invoice, transaction records, bank details and any other information necessary to process the request properly.

The agency or commercial counterparty shall be responsible for correctly communicating to the end passenger the conditions applicable to the contracted product, including cancellation policies, exclusions, penalties, documentation, travel requirements, payment conditions, supplier conditions and any refund restrictions.

16. Chargebacks, payment disputes and financial claims

A cancellation request does not authorize the unilateral repudiation of purchases, payments, charges, vouchers, transfers or transactions that were validly made, authorized and processed. Any cancellation, reimbursement or refund request must be channeled through the formal procedure established by Endelux S.A. and/or the agency or counterparty involved.

A unilateral payment dispute, chargeback, forced reversal or financial dispute relating to validly contracted transactions may result in delays, rejections, additional verification, administrative costs and the involvement of banks, cards, processors or financial institutions, and shall not release the passenger, agency or counterparty from any penalties, charges, expenses and liabilities applicable under the reservation and this policy.

Endelux S.A. may offset charges, costs, penalties, chargebacks, refunds, reversals or amounts owed against credits, refunds, credit notes, settlements or future payments in favor of the relevant agency, counterparty or beneficiary.

17. Administrative refund procedure

Every refund request must be reviewed and reconciled administratively and operationally. To process it, Endelux S.A. may require supporting documentation, supplier confirmation, actual recovery of amounts, internal validations, complete bank details, proof of account ownership, tax identification, proof of payment, invoice, voucher, credit note, authorization from the issuing agency and any documentation required under the jurisdiction or payment method involved.

Once the refund has been approved and all conditions necessary for its implementation have been met, Endelux S.A. will process the refund within a reasonable administrative period, subject to the availability of recovered funds, internal processes, banking conditions, business days, public holidays, time zones and compliance validations. In international transactions, bank processing and crediting times may exceed Endelux S.A.’s internal administrative timeframes.

18. Credits, credit notes and compensation

Endelux S.A. may process refunds by bank refund, reversal of the payment method, credit note, account credit, commercial compensation, future credit or any mechanism that is technically and administratively available in the circumstances.

Credits or credit notes may be subject to validity periods, currency, ownership, conditions of use, product availability, fare differences, supplier restrictions, seasonal changes, taxes, bank charges and any other conditions communicated by Endelux S.A. at the time of issuance.

19. Scope of Endelux S.A.’s liability

Endelux S.A. shall not be responsible for delays, charges, commissions, interest, taxes, perceptions, withholdings, settlement differences, exchange-rate differences, statement closing dates, allocation policies, rejections, validations, holds, technical limitations, correspondent charges, banking compliance, regulatory controls, bank holidays, transfer restrictions, account blocks, receiving costs or any other administrative, financial, foreign-exchange or operational consequence attributable to banks, cards, processors, suppliers, service providers, financial institutions, public authorities or other third parties involved when such matters are beyond its direct control.

Endelux S.A.’s responsibility shall be limited to handling in good faith the requests that are appropriate under the applicable conditions and to implementing such refunds, credits or compensation as may be due once their commercial, operational and financial eligibility has been verified.

20. Governing law, jurisdiction and non-waivable rights

This policy shall be interpreted together with Endelux S.A.’s general terms and conditions, any applicable contracts or commercial annexes, the specific conditions of each product, the conditions of the service providers involved and the conditions of the payment method used.

Unless expressly agreed otherwise, the commercial relationship with Endelux S.A. shall be governed by the laws of the Oriental Republic of Uruguay and any dispute shall be submitted to the competent courts of Montevideo, without prejudice to any non-waivable rights that may apply to the consumer, passenger, agency or counterparty under mandatory rules in the relevant jurisdiction.

21. Final acceptance

The booking, reservation, confirmation, payment, use or issuance of any product or service in the Acrux Travel portfolio implies knowledge and acceptance of this policy. It is expressly established that the commercial policy determines the percentage, credit or refund condition that may apply, while the actual reimbursement, crediting, voiding, reversal, adjustment, compensation or transfer shall be subject to the timeframes, conditions and operating mechanisms of suppliers, service providers, banks, payment methods, financial institutions, processors and other third parties involved.

ANNEX I – Operational summary for quotations and vouchers

Short text: for inclusion in quotations, vouchers, confirmations or commercial communications:

Cancellations and refunds shall be governed by the Acrux Travel / Endelux S.A. General Cancellation and Refund Policy, the specific conditions of each product, the policies of the service providers involved and the conditions of the payment method used. Unless more restrictive specific conditions apply, cancellations requested 21 calendar days or more in advance may be eligible for a refund of up to 100% of the eligible amount; between 20 and 14 calendar days, up to 50%; and 13 calendar days or fewer, no refund shall apply. In all cases, non-recoverable items, taxes, fees, bank charges, third-party expenses, tickets, air services, penalties, no-shows, issued or used services and any non-refundable component disclosed or otherwise applicable are excluded. In international transactions, all bank charges, correspondent bank commissions, exchange-rate differences, withholdings, transfer costs or deductions by financial institutions shall be borne by the relevant payer or beneficiary. Any refund shall be subject to the actual recovery of funds, administrative validations, the conditions of the payment method and applicable regulations.