When you're eligible for a refund
Refund eligibility depends on the cancellation terms of your specific booking, as outlined in our Booking & Cancellation Policy and shown at the time you booked. In general:
- Free-cancellation bookings cancelled before the stated deadline receive a full refund
- Non-refundable bookings are not eligible for a refund except in the case of supplier-side cancellation or a qualifying force majeure event
- Partial refunds may apply to package and tour bookings cancelled within certain windows of departure
How refunds are processed
Once a cancellation is confirmed, we initiate the refund with the relevant supplier and payment processor. Refunds are returned to your original payment method.
How long it takes
- Refund initiation on our side: within 5 business days of a confirmed cancellation
- Funds appearing on your statement: an additional 5–10 business days, depending on your bank or card issuer
Service fees
Our service fee for processing a booking or visa application is refundable only if cancellation occurs before your booking or application enters processing. Once processing has begun, the service fee is non-refundable, as the work covering document review and submission has already been completed. This is stated clearly at the time of booking.
Currency and exchange rate differences
If you paid in a currency different from your card's home currency, minor differences between the charged and refunded amount can occur due to exchange rate fluctuations between the transaction and refund dates. This is outside our control.
Refunds for e-visa applications
If a visa application is refused by the relevant government authority, our service fee is non-refundable once the application has been submitted, since the review and submission work has been completed regardless of the government's decision. Government processing fees, where non-refundable by the issuing authority, cannot be returned by us.
Checking your refund status
Track any pending refund from your CTE account under "My Bookings," or contact our Support Center with your booking reference.