Refund and Cancellation Policy

Supplier terms come first

Flights, accommodation, transfers and activities are governed by the terms of the supplier that issued the booking. Those terms set the cancellation window, any fee and whether a refund is possible at all.

We will always show you the relevant terms before a booking is confirmed, and we can explain them in plain language if they are unclear.

Cancelling a booking

To cancel, follow these steps so that the request is properly recorded.

• Send the cancellation request in writing, quoting the booking reference.
• Cancel as early as possible. Most free cancellation windows are specific to a date and hour.
• Keep the confirmation of cancellation, not just your request. That document is what proves the cancellation.

Advisory fees

Where a planning fee has been agreed and the work has not yet started, it is refunded in full. Once research and planning work has been delivered, the fee covers work already completed and is not refundable.

Trip briefs, the Trip Finder and general questions are free, so nothing is charged and nothing is refundable.

Refund timelines

Refund timing is controlled by the supplier and the payment provider. Airlines commonly take two to eight weeks, accommodation providers usually less. Card refunds then take a few additional working days to appear.

We will chase a delayed refund on your behalf where the booking was arranged through us.

If a supplier cancels

When an airline or provider cancels, ask what they are offering before accepting anything, and get it in writing. Depending on the route and the reason, you may be entitled to a refund, a rebooking, or care such as meals and accommodation.

Send us the cancellation notice and we will tell you which of the offered options is the strongest.

Chargebacks

Please contact us before starting a chargeback. A dispute freezes the booking and often slows down a refund that was already in progress.

Insurance

Travel insurance covers many situations that supplier terms do not, including illness and missed connections. Check the exclusions when you buy it rather than when you need it.