Cancellation request
Customers can request cancellation from the booking panel. The booking moves into cancellation requested while staff review supplier rules and payment status.
Cancellation and refund policy
Cancellation requests and refund review
Cancellation and refund handling should be transparent, status-based, and connected to supplier rules, payment records, and finance approval.
Back to policy centerRefund calculation
Refunds depend on booking date, departure date, supplier charges, non-refundable items, gateway fees, taxes, and any issued credit notes.
Processing time
Approved refunds should be tracked in the finance panel. Gateway or bank timelines may affect when funds appear in the customer's account.
Cancellation request
Customers can request cancellation from the booking panel. The booking moves into cancellation requested while staff review supplier rules and payment status.
Refund calculation
Refunds depend on booking date, departure date, supplier charges, non-refundable items, gateway fees, taxes, and any issued credit notes.
Processing time
Approved refunds should be tracked in the finance panel. Gateway or bank timelines may affect when funds appear in the customer's account.
Audit controls
Refund actions should require finance permissions, idempotency checks, transaction history, and an audit trail.