The airline sets the fare rules, not us
Every air ticket is sold under the fare rules of the airline that operates it. Those rules decide whether the ticket can be cancelled at all, how much is returned, and whether what comes back is money or a credit for a future flight. We cannot override them and neither can any other agency.
Before you pay, the fare rules that apply to your specific ticket are shown on the payment screen. If a fare is non-refundable, it says so there. Read that line: it is the one that decides what happens if your plans change.
A cheap fare is usually cheap because it cannot be changed or refunded. That is the trade, and it is worth knowing before you book rather than after.
Our service fee
Our fee covers issuing the ticket and looking after the booking. It is shown separately before you pay, never added afterwards, and never deducted from a refund you are owed.
When a cancellation is our mistake, or when the airline cancels or significantly changes your flight and you decide not to fly, our fee is refunded in full. When you cancel voluntarily, our fee follows our fee schedule: it is refunded in full within the 24 hours after purchase, within the legal withdrawal window of your country, and if the cancellation cannot be made.
When the airline cancels or reschedules
If the airline cancels your flight or moves it enough to break your plans, you are entitled to what that airline's policy and the applicable regulator give you: usually a rebooking at no extra cost or a refund. We make the claim on your behalf and follow it up.
We do not decide those amounts. When the airline is the merchant of record, the money comes back from the airline, through the same channel it was paid.
Refunds under US rules when Touriyo charged your card
When Touriyo is the merchant of record for your ticket, meaning Touriyo is the name on your card statement, and the airline cancels your flight or makes a significant change to it, you are entitled to a refund under the US Department of Transportation rules (14 CFR Part 260) if you do not accept the alternative the airline offers. You do not have to fight for it: we process it.
We issue that refund within 7 business days if you paid by card, and within 20 calendar days if you paid another way, counted from the day the airline confirms that you qualify. It goes back to the original form of payment, as money. A travel credit or voucher only if you say yes to it in writing, and then it is valid for at least five years.
- A significant change includes, among others: departing more than 3 hours earlier or arriving more than 3 hours later than scheduled on a domestic flight, or 6 hours on an international one.
- A different departure or arrival airport.
- More connections than on your ticket, or a connection at a different airport.
- A lower class of service.
In this case our service fee is refunded too, and nothing is deducted. If the airline is the merchant of record (its name is on your card statement), the airline issues the refund under the same rules; we file the request, follow it up, and refund our own fee straight away.
Hotels, tours and transfers
Each hotel rate, tour and transfer carries its own cancellation window, and that window is shown on the booking before you pay. Many are free to cancel up to a stated date; others are not refundable from the moment they are confirmed.
Cancel inside the free window and the amount comes back in full. Cancel outside it and the supplier's penalty applies.
How long a refund takes
A refund passes through three hands and each one takes time: the airline or hotel releases it, the payment provider processes it, and your bank posts it.
When Touriyo charged your card and the refund is owed under the US rules above, the 7 business day and 20 day limits apply. In every other case we start the request within 2 working days of you asking. Airlines commonly take 7 to 30 working days to release the money, and some take longer for international tickets. Once released, your bank usually posts it within 5 to 7 working days.
The refund goes back to the same card or account that paid. We cannot send it somewhere else, and we will never ask for your card number or a one-time password to process one. Anyone who does is not us.
How to cancel
Write to us on WhatsApp or by email with your booking reference, or call the number on this site. Tell us what you want to cancel: the whole trip, one passenger, or one part of it.
We confirm in writing what the penalty will be and what comes back, and we do not process anything until you say yes to that number.