Refund Policy

When a refund may be due

A refund may arise from a refundable cancellation, an unconfirmed or cancelled service, an overpayment, a duplicate payment, a service failure or a legal entitlement. The amount depends on the booking conditions and applicable law. Mandatory rights take priority over non-refundable labels or supplier restrictions.

Requesting a refund

Contact us with your booking reference, payer name, payment date, amount, currency and reason for the request. Supply a transaction reference or suitably redacted receipt if needed. Never send card security codes, account passwords or complete card credentials.

We check the booking and payment, explain the decision and provide a breakdown of any lawful deduction. We may request proportionate evidence to protect against fraud.

Supplier payments and our responsibilities

When acting as an agent, we may need to obtain information or recover money from a supplier. We will explain which party is responsible for the refund. Supplier recovery does not postpone a refund where the law requires us to repay you by a particular deadline.

For multi-service bookings, a component may have a different refund condition. Where package-travel rights apply, the package must be assessed under those rights rather than only as separate supplier payments.

Timing and updates

We communicate the expected release date after checking your request and explain any outstanding information or supplier review. Applicable statutory deadlines always take priority. Where EU or UK package rules require repayment within 14 days following the relevant termination, that deadline applies.

The date we release a payment and the date your bank credits it can differ. We can provide a refund reference where available. Contact us if the stated date passes without an update.

Payment method and currency

Refunds normally return to the original payer and payment method in the booking currency. For bank transfers, we verify the beneficiary details; an alternative destination requires appropriate checks and must be permitted by law and the payment provider.

Your bank’s independent exchange rates or conversion charges can affect the amount shown on your statement. We disclose and explain any deduction controlled by us; we do not deduct fees where a full statutory refund is required.

Duplicate payments and credits

Verified duplicate or excess payments are returned unless you expressly agree to a lawful alternative such as applying the amount to another booking. A travel credit is not imposed instead of a cash refund where you are legally entitled to repayment.

Disputes and complaints

Contact us if you disagree with a calculation or believe money is overdue. You retain applicable rights to use your bank’s dispute process, obtain independent advice, complain to a competent authority or pursue a legal remedy. Tell us about a parallel refund or dispute so the same payment is not repaid twice.