Effective date: 22 July 2026
Refund eligibility and timing depend on the confirmed booking, services already used and the rules of the relevant supplier.
Submitting a request
Submit the customer name, invoice or booking reference, reason and supporting evidence through an official company channel. A request is received when acknowledged by our team.
Supplier approval and deductions
We cannot approve an amount that the supplier does not authorize or return.
- Cancellation, no-show, bank, exchange-rate and supplier penalties may be deducted.
- Visa-centre, embassy, document handling, consultation, urgent processing and completed service fees may be non-refundable.
- Partially used tickets, stays, tours, transport, insurance or package components may have limited or no refund.
Processing time
Processing begins after required documents and any supplier approval are received. Timelines vary by supplier and payment method. Any estimate is not a guarantee of the date funds will reach the customer.
Refund method
Where reasonably possible, an approved refund is returned through the original payment method or to the verified payer or customer. Identity or bank verification may be required.
Non-refundable services
Promotional fares, special packages, group bookings, visa fees, insurance, hotel rates and supplier services may be sold as non-refundable or subject to strict deductions.
Payment disputes
Contact us first so booking and supplier records can be reviewed. An unsupported chargeback may delay the supplier refund process and may be contested with booking evidence.
Booking errors
Report an incorrect name, date, route, amount or service immediately. Costs caused by incorrect information supplied by the customer may remain the customer’s responsibility.