Cancellation Policy

Before you book

Your quotation or checkout summary sets out the cancellation terms for the selected hotel rate, transfer, tour or experience. Conditions vary by supplier, season and service. Read the specific terms before agreeing or paying. Mandatory legal rights take priority over supplier terms and this policy.

How to request cancellation

Send your booking reference, lead traveller name, affected services and requested cancellation date using the contact details below. Keep your sent message and our acknowledgement. If you do not receive acknowledgement, follow up promptly. A processing delay does not change the time a valid cancellation notice was received.

Deadlines use the timezone expressly stated in your booking terms. Ask us before booking if the deadline or timezone is unclear. Do not assume that cancelling directly with a hotel also cancels a separately booked transfer or activity.

How charges are calculated

We use the service-specific terms disclosed before booking and applicable law. There is no additional automatic percentage charge under this general policy. A Travel09 administration charge applies only where separately disclosed, agreed and lawful. We provide an explanation of applicable deductions on request.

The same supplier loss will not be counted twice. Where the law requires it, charges reflect savings and income from alternative use of the service. A supplier penalty does not automatically justify a further charge by Travel09.

Hotels, resorts and special offers

Flexible, partially refundable and non-refundable rates have different deadlines. Peak-season, group and early-booking offers can have stricter conditions. A non-refundable label does not remove mandatory remedies if a service is not supplied or the law requires reimbursement.

Room cancellation does not automatically cancel a boat, seaplane or domestic-flight reservation. We assess each component while respecting any rights applying to the booking as a package.

Transfers, tours and experiences

The conditions shown for your chosen service apply. Tell us promptly about a delayed flight or changed pickup time; we will check available arrangements and any applicable cost before you accept a change. No-show or late-arrival charges depend on the disclosed terms and circumstances.

An operator’s cancellation for weather or safety is assessed separately from a traveller deciding not to attend. We explain rescheduling, replacement and refund options without treating a credit as compulsory where a refund is legally due.

Changes and unused services

Date, name, room, guest-count and itinerary changes depend on availability and supplier conditions. We explain price differences or lawful charges before you agree. Voluntarily missing a meal, activity or part of a stay does not automatically create a refund right. This does not affect remedies for services that are defective or not supplied.

Supplier cancellations and exceptional circumstances

If we or a supplier cannot provide a confirmed service, we explain your options under the contract and applicable law. Where an applicable package-travel regime permits cancellation without a fee because of unavoidable and extraordinary circumstances, those rights apply. An ordinary change of mind is assessed under the booking’s cancellation terms.

There is no universal 14-day cooling-off right for every travel purchase. Date-specific accommodation and leisure services can be excluded from general distance-selling withdrawal rights; separate package-travel rights may still apply.

Refunds and existing bookings

Our Refund Policy explains repayment and payment verification. This updated general policy does not retrospectively replace a previously agreed booking contract. Please retain the version and service conditions supplied with your booking.