Changes and cancellations
1. Changes and cancellations – by you
Your ability to cancel or modify a booked travel product or service, and the method for doing so, will depend on the specific airline’s fare rules or other Travel Supplier’s terms and conditions. It therefore may not be possible to cancel or modify products or services ordered, or there may be specific requirements you will have to meet.
Although information on your ability to cancel or modify your booking is available online during the booking process and set out in your confirmation email and in your e-ticket, it is your responsibility to familiarize yourself with the Supplier’s specific terms and conditions for cancellations and amendments, since you are deemed to have read and accepted them at the time your booking is placed.
You may submit your request for change and/or cancellation via contact us with in the given timeline. After that you will receive an email asking you to confirm with us in order to process your request. If for any reason you do not receive the message, you are solely responsible for contacting us so as to establish that your request is received and being processed. We are not responsible if due to any technical reasons the communication process is not completed.
Changes to name details are not allowed by many airlines and other Suppliers. While we will endeavor to make such a change if necessary, please bear in mind that most airlines and Suppliers treat a name change as a cancellation, to which standard conditions and charges would apply.
In the event that you make any alteration to your booking (cancellation or modification), in addition to the terms and conditions of your Supplier(s), our standard fees will apply as may be outlined on your booking confirmation. These fees cover the administration costs incurred by us and do not include any charges imposed directly by the Travel Supplier.
If you cancel your booking, you may be entitled to a partial refund. In addition to the cancellation terms and conditions of your Supplier(s), our standard fees will apply as may be outlined on your receipt or booking confirmation.
The refundable portion of your purchase price (if any) will be refunded to you once we have received the funds back from the Supplier(s). To the extent we are refunded by the Supplier, we shall pass this refund onto you. We are not responsible for a Supplier’s failure to pay a refund.
If the reason for your cancellation is covered under the terms of your travel insurance policy, you may be able to reclaim your cancellation charges through your insurer.
The same applies in case you have purchased our Moneyback Guarantee cancellation service; if the reason for your cancellation is covered under the terms of our Moneyback Guarantee policy, this may entitle you or your immediate family (depending on the case) to the refund of your cancellation charges.
If you want to cancel or change your booking our service fee charged at the time of booking will not be refundable.
If you have a booking for any of our products or services, including flights, but you do not show up to check-in or otherwise do not avail yourself of such product or service (“no show”), you will not be entitled to any refund. Subject to the relevant airline’s policy you may, however, be entitled to a refund of any departure tax you may have paid for your flight (excluding low cost flights).
1.2. Cancellation or change on Hotel, flight booking
In relation to Hotel, flight bookings, please note that if the cancellation means that the hotel, airline charges a cancellation fee or if the change means that the cost of your booking has increased, you will need to pay such extra charges or costs in addition to our charges outlined on your receipt or booking confirmation.
The cancellation and amendment terms of low cost hotel, flights are the applicable terms of the hotel and airline. You should contact the airline or hotel directly to cancel or make amendments to low cost hotel and flights. Usually fares for low cost flights are non-refundable and for hotels it depends upon the hotel terms and conditions. In the event that you decide to cancel your low cost hotel and flight, our service fee and any amendment charges are non-refundable. If the reason for your cancellation is covered by the terms of any insurance policy you have purchased, you may be able to reclaim any applicable non-refunded fares or cancellation charges from the insurers.
Please note that hotel and flights must be taken in the sequence they appear on your booking confirmation or e-ticket. If you plan not to take a hotel or flight as booked, please contact the hotel and airline as far in advance as possible to discuss your options. If you do not check in on time for a confirmed reservation, the hotel or airline may register you as a ‘no-show’, which could result in extra charges and/or your whole flight itinerary being cancelled and/or render your ticket void.
If you wish to cancel your booking because you are unable to comply with the passport, visa and other immigration requirements applicable to your itinerary, the terms and conditions of the hotel or airline will apply and we accept no responsibility for any charges incurred.
2. Changes and cancellations –by the Supplier
Your contract with your Suppliers may allow them to cancel or amend bookings. We will endeavor that you are promptly notified of any significant changes once we become aware of such change if there is time before your departure, but we accept no liability for any changes or costs incurred that may result. Subject to the Supplier’s terms and conditions, you will then have the choice of accepting the change of arrangements, accepting an offer of alternative travel arrangements if one is made available by the Supplier, or cancelling your booked arrangements and receiving any applicable refunds. We do not guaranty that any refunds will apply.
Our ‘Best Price Mix’ offers the cheapest flight combination, therefore you may receive different ticket numbers with different airlines for each route of the trip. Please note that for each separate ticket the terms of the specific airline apply.
2.1. Changes to hotel or flight schedules
The hotel or flight times shown in your booking confirmation may change between the date of booking and the date you actually travel. In case of re-timing of hotel or flight time schedule, if you provide us with contact information, we will endeavor to notify you of any such changes. However, it is your responsibility to check with the hotel or airline that the hotel or flight (and any onward hotel or flights) you have confirmed is operating as booked. We strongly recommend that you contact your hotel or airline at least 72 hours before the scheduled departure of each flight, and check-in time of each hotel to do this. Please note that for some hotel or airlines it is mandatory to confirm with them your intention to fly or check-in to the hotel. We have no control over hotel or airline schedule changes and accept no liability for costs which may arise as a result of such changes.
3. Cancellations by us
In case of an obvious error (including any error in data entry, error of calculation or clerical error) resulting in the display of a price which has obviously been displayed by mistake, we reserve the right to cancel your booking, even if it was automatically confirmed by us. You will be informed of this as soon as possible, to allow you to make a booking at the correct price, if you wish to. In any case, you will not be entitled to claim compensation from us on the grounds of the cancellation or the related costs, if any, that have been incurred due to an erroneous booking which has been cancelled.
In some circumstances, and in addition to the billing and payment information you provide, we may require you to produce some proof of your identity. This can be requested at the time of booking, during payment processing or at any other time thereafter. We reserve the right to cancel the booking if you do not provide such proof of identity when requested with no liability whatsoever.
We also reserve the right to cancel your booking at any time for security or fraud-protection purposes. This is generally due to our security-protection and fraud-detection processes reporting a problem with the payment card submitted, e-mail address used for booking etc. In such circumstances we may cancel your booking with no liability whatsoever. An email informing you about the cancelation will be sent to the email address you provided at the time of booking.