I just booked an east coast tour for my parents from this company, very good experience, nice customer service, good tour guide, new bus with free WIFI

My family, parents, and relatives--a total of 11 people--booked a tour with this travel agency to Europe. We paid through wire transfer the total amount of $14,839 (excluding airfare, which we paid on our own). The travel agency did not provide us any contract and did not advise us on any travel limitation, including refund policy. The trip was to begin on August 1, 2014. On July 26, 2014 (6 days before the trip), my father passed away, and we emailed the travel agency the same day, advising it of this event and cancelling the trip. The travel agency refused to provide us full refund. It required us to pay an additional 40% of the amount we had already paid and to travel within a year. We have tried to reach a compromise with it and asked for only 60% refund, but it has refused to do so. Through its deceptive and unconscionable practice, it has kept all $14,839. We want to warn prospective customers about this travel agency.