Refund policy
How refund eligibility is handled across quote-stage payments, booking-stage advances, and approved exceptions.
- Effective date: 26 March 2026
- Designed to support trust, clarity, and commercial transparency.
26 March 2026
current effective date
4
policy sections
Support-ready
for customer escalation and clarification
General refund framework
Refunds, where applicable, are assessed based on booking stage, payment status, service allocation, and operational costs already incurred.
When refunds may apply
Refund eligibility may arise where cancellation happens within permitted windows, service fulfillment becomes impossible from our side, or an approved exception is recorded by the support team.
Review and approval
Refund requests are reviewed internally before approval. Customers may be asked to provide booking references, payment details, or supporting context.
Processing timelines
Approved refunds are initiated through the original payment method or another supported settlement method, subject to processing timelines of the payment provider.
Need clarification
Reach support for policy-related questions or booking concerns
If you need help understanding how a policy applies to your booking, our team can help guide you.