Cancellation & Refund Policy

1. General Cancellation Policy

Cancellation and refund eligibility depends on the type of service booked, the time of cancellation, the applicable airline or travel-provider rules, and the Travellios terms applicable to the booking.

2. Airline Ticket Cancellation and Refunds

Airline tickets booked through Travellios are subject to the fare rules, cancellation policies, refund rules, and restrictions of the applicable airline and fare.

Travellios does not control airline cancellation or refund decisions.

If the airline permits a refund, the amount refunded will be based on the applicable airline rules, including any cancellation fees, penalties, fare restrictions, taxes, or other applicable charges.

When the airline or booking provider is the merchant of record for the fare, that entity issues the airfare refund, and Travellios will help the customer request it. When Travellios is the merchant of record, the airline cancels or significantly changes the flight, and the customer declines the alternative offered, Travellios refunds the fare, taxes, and ancillary fees within seven (7) business days for card payments and twenty (20) calendar days for other payment methods, whether or not the airline has repaid Travellios.

If the airline cancels the transportation through no fault of the passenger, Travellios promptly refunds all money paid to Travellios for services not performed, including the SP Fee, unless the passenger tells Travellios in writing to handle the funds another way.

3. Travellios Service and Platform Fees

The Platform Fee is non-refundable once Travellios confirms the connection between the ST and the SP, except as stated in Sections 2 and 6 or where applicable law requires a refund.

If a booking is cancelled, the customer may receive a refund of eligible amounts after deducting applicable non-refundable fees, cancellation charges, airline charges, or other applicable amounts.

4. Identity Verification Fees

Where identity verification is required, an applicable identity verification fee may be charged.

Once the identity verification process has been initiated or submitted, the Identity Verification Fee is non-refundable, including if the verification is unsuccessful or the customer subsequently cancels the booking, subject to applicable law.

5. Service Taker Cancellation

A Service Taker (“ST”) may cancel a booking or connection subject to the applicable cancellation terms.

The refund amount, if any, may depend on:

• The time the cancellation is made;
• Airline or travel-provider cancellation rules;
• Whether the Service Provider (“SP”) connection has been confirmed;
• Whether the service has already started;
• Applicable Travellios fees;
• Identity verification fees; and
• Applicable cancellation or administrative charges.

If the ST cancels after the SP connection is confirmed, Travellios deducts an ST Cancellation Charge, once per booking, of:

• $35 USD for a journey that includes at least one international flight segment; or
• $20 USD for a journey in which every flight segment is domestic.

No ST Cancellation Charge applies when the ST cancels before the SP connection is confirmed, when the airline cancels or significantly changes the flight, or when the SP cancels or fails to appear. Travellios refunds the remaining SP Fee to the ST under Section 10.

Applicable Travellios platform/service fees and identity verification fees may also be charged or retained and may be non-refundable.

6. Service Provider Cancellation, No-Show, or Failure to Provide Service

After a Service Provider accepts a connection, the SP is expected to provide the agreed travel-support service.

If an SP:

• Cancels an accepted service;
• Fails to provide the agreed service;
• Does not show up for the journey; or
• Otherwise fails to fulfill the accepted service,

Travellios charges the SP an SP Cancellation Charge, once per booking, of:

• $35 USD for a journey that includes at least one international flight segment; or
• $20 USD for a journey in which every flight segment is domestic.

When the SP cancels or does not show up, the ST receives a full refund of the SP Fee, and Travellios also refunds the Platform Fee if the ST does not accept a replacement SP. Section 8 governs the refund for a partial service failure.

When the ST and SP are connected, Travellios places an authorization hold for the SP Cancellation Charge on the payment card the SP keeps on file. Travellios releases the hold after the SP completes the agreed service, or when the ST or the airline cancels the journey. If the SP cancels, does not show up, or otherwise fails to provide the agreed service, Travellios collects the charge from that card, subject to the emergency review in Section 35 of the Terms of Use. Section 6 of the Payment Terms describes the hold process.

An SP who cancels, is a no-show, or fails to provide the agreed service may not be eligible to receive the applicable SP service fee.

7. Service Provider Payment

After the SP has successfully completed the agreed service and the journey has been completed, Travellios will process the applicable SP service payment within three (3) Business Days after the journey completion date, if no dispute is filed within the Dispute Window.

Payment is subject to the applicable terms of the service and any dispute, investigation, cancellation, no-show, or service-failure determination.

8. Service Provider Payment and Disputes

If an SP fails to provide the agreed service, is a no-show, cancels the service, or an ST files a dispute concerning the SP's service, Travellios may place the SP's service fee on hold while the matter is reviewed.

Travellios will consider the circumstances on a case-by-case basis.

Depending on the circumstances and findings, up to 100% of the SP service fee may be withheld and not paid to the SP. Travellios refunds any withheld amount to the ST.

Travellios may consider factors including:

• The reason for cancellation or failure to provide service;
• Whether appropriate notice was provided;
• The circumstances of the journey;
• Information or evidence provided by the ST and SP;
• Whether any portion of the agreed service was completed; and
• Any other relevant circumstances.

9. Service Disputes

If an ST believes that an SP cancelled, failed to appear, or did not provide the agreed service, the ST may submit a dispute through Travellios.

When a dispute is submitted, the applicable SP service payment is held for up to fourteen (14) Business Days, plus any extension allowed under the Payment Terms, while Travellios investigates the matter. Travellios sends its written decision to the ST and the SP by email.

Travellios may request information or evidence from the ST, SP, or other relevant parties.

Following the investigation, Travellios may release, partially withhold, or fully withhold the SP service fee based on the circumstances and applicable terms.

10. Refund Processing

Once Travellios approves an eligible refund, Travellios issues it to the original payment method within ten (10) Business Days, or within the shorter federal deadline for airfare stated in Section 2.

Applicable cancellation charges, Travellios platform/service fees, identity verification fees, airline charges, or other non-refundable amounts may be deducted before the refund is processed.

The time required for the refund to appear in the customer's account may depend on the airline, payment processor, bank, card issuer, or other third-party provider.

11. Non-Refundable Amounts

Unless otherwise required by applicable law, the following are non-refundable:

• Applicable cancellation charges;
• Travellios service or platform fees identified as non-refundable;
• Identity verification fees after verification has been initiated;
• Airline cancellation or change fees;
• Certain taxes, government charges, or third-party fees;
• SP cancellation, no-show, or service-failure charges; and
• Other amounts identified as non-refundable under the applicable booking terms.

12. Refund to Original Payment Method

Where a refund is approved, Travellios will generally return the eligible amount to the original payment method used for the transaction.

Travellios may require additional information when necessary to process a refund securely and in accordance with applicable payment-provider requirements.

13. Changes and Exceptions

Travellios may modify this Cancellation & Refund Policy from time to time.

The cancellation and refund terms applicable to a particular booking are those posted when the booking was confirmed, subject to applicable law.

Nothing in this policy limits any rights or remedies that cannot legally be excluded or restricted under applicable law.