Cancellation & Refund Policy

Because your travel is supplied by the airline or accommodation provider, their fare or booking conditions determine whether a booking can be changed or cancelled and how much is refundable. We process your request against those rules — we can’t offer terms more generous than the provider allows.

• Open the trip’s Manage bookings panel on the organiser dashboard.
• Choose the flight order or hotel booking and select Cancel. We’ll fetch a live refund quotefrom the provider showing exactly what you’d get back before you confirm.
• Confirm to submit the cancellation. You’ll see the updated status and a confirmation.

For changes a provider supports (e.g. a flight date change), available options and any fare difference are shown before you commit. If a change isn’t available online, contact us at bookings@example.com.

• Approved refunds are returned to the original payment method by the merchant of record, Duffel Ltd.
• Timing depends on the provider and your bank — card refunds typically take several business days to appear after the provider releases them.
• Provider or service fees may be non-refundable even where the fare itself is partially refundable; the refund quote reflects this.

If a provider cancels or significantly changes your booking, your rights (re-booking, refund, or — for flights — any assistance or compensation under applicable air-passenger-rights rules) are governed by that provider and the relevant regulations. We’ll help you submit a claim where we can.

Note that the usual 14-day “cooling-off” cancellation right generally does not apply to transport and accommodation booked for specific dates. Your other statutory consumer rights are unaffected.

Sandbox/test bookings carry no charge, so “cancelling” one simply updates its status in the app; there is nothing to refund.