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.
When a cancellation is our mistake, we return our fee in full. When the cancellation is yours, or the airline's, our fee is not returned, because the work of issuing and handling the booking was already done. The airline's portion follows the airline's rules.
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 and we do not hold them. The money comes back from the airline, through the same channel it was paid.
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.
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. 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.