REFUND POLICY

Travellin — Refunds, Cancellations & Reimbursements

Last Updated: 20/02/2026

1. Purpose of This Refund Policy

This Refund Policy explains how cancellations, refunds, reimbursements and payment reversals are handled for transactions made through the Travellin platform.

Travellin is operated by:

BETZONE s.r.o.
Platform: Travellin
Legal form: Společnost s ručením omezeným (s.r.o.)
Jurisdiction of establishment: Czech Republic
Registered office: Maletín 9, 789 01 Maletín, Czech Republic
Company registration number (IČO): 28802471
VAT / Tax identification number (DIČ): CZ28802471
Registration court: Krajský soud v Ostravě
File / Registration reference: C 76632

General enquiries: info@travellin.info
Booking enquiries: bookings@travellin.info
Privacy enquiries: privacy@travellin.info
Telephone: +420 732 844 855
Website: travellin.info

This Policy should be read together with the applicable:

• Terms & Conditions;
• Consumer Rights;
• Privacy Policy;
• Cookie Policy;
• supplier terms;
• fare rules;
• cancellation conditions;
• and booking-specific terms presented before purchase.

2. IMPORTANT: WHO IS RESPONSIBLE FOR THE REFUND?

The first question in every refund request is:

Who is the contractual supplier of the service?

Travellin may operate as:

• a search and comparison platform;
• an affiliate;
• a referral platform;
• a booking intermediary;
• a technology provider;
• or, where expressly stated, the contracting merchant.

For many travel products, the underlying service is supplied by a third-party provider.

Examples include:

• airlines;
• hotels;
• cruise operators;
• activity providers;
• vehicle-rental companies;
• equipment-rental providers;
• restaurants and venues;
• and other travel suppliers.

If the supplier is the contractual provider, that supplier’s cancellation and refund rules may determine whether a refund is available.

Travellin will not describe a supplier-controlled refund as a Travellin-controlled refund.

3. No Universal Refund Right

Travel services do not all have the same cancellation rules.

Depending on the product, a booking may be:

• fully refundable;
• partially refundable;
• refundable until a deadline;
• refundable subject to a cancellation fee;
• non-refundable;
• refundable only following supplier approval;
• or subject to statutory refund rights.

The applicable rules are determined by the booking terms and mandatory law.

4. Booking-Specific Refund Terms Prevail

Before completing a transaction, the consumer should be shown the applicable cancellation and refund conditions.

These may specify:

• cancellation deadline;
• cancellation fee;
• refundable amount;
• non-refundable amount;
• supplier conditions;
• refund method;
• and applicable restrictions.

Where those conditions lawfully apply to the booking, they govern the transaction subject to mandatory consumer rights.

5. Mandatory Legal Rights

Nothing in this Refund Policy removes or restricts a mandatory refund right available under applicable law.

For example, statutory rights may arise in circumstances involving:

• cancellation by a supplier;
• failure to provide a contracted service;
• certain passenger-rights regulations;
• package-travel legislation;
• consumer-law remedies;
• or other mandatory legal protections.

Where mandatory law requires a refund, that legal requirement prevails over conflicting contractual wording.

6. CANCELLATION BY THE CUSTOMER

A customer may request cancellation where cancellation is permitted by:

• the booking conditions;
• supplier terms;
• applicable law;
• or the particular rate or fare selected.

The amount refunded depends on the applicable cancellation conditions.

7. FREE CANCELLATION

Where a booking expressly states:

Free cancellation

the customer may cancel within the specified cancellation period without the cancellation charge stated in the booking terms.

The deadline is generally based on the supplier’s stated local time and must be checked carefully.

Cancellation after the deadline may result in:

• a partial refund;
• a cancellation fee;
• or no refund.

8. PARTIALLY REFUNDABLE BOOKINGS

A partially refundable booking may allow the customer to receive a specified amount after cancellation.

For example, the terms may provide:

• refund of the unused portion;
• refund less a cancellation charge;
• refund of taxes only;
• or another specified amount.

The exact amount depends on the booking terms.

9. NON-REFUNDABLE BOOKINGS

Where a booking is expressly identified as non-refundable, the customer may generally not receive a voluntary cancellation refund.

However, “non-refundable” does not eliminate mandatory statutory rights.

A refund may still be required where applicable law provides a remedy, including certain supplier cancellations, legally protected consumer remedies or other mandatory circumstances.

10. FLIGHT REFUNDS

Flight refunds may be governed by:

• airline fare conditions;
• ticket conditions;
• applicable passenger-rights law;
• cancellation terms;
• airport or government requirements;
• and the circumstances of cancellation.

Different components of an airline transaction may have different refundability rules.

These may include:

• base fare;
• taxes;
• airport charges;
• baggage;
• seat selection;
• meals;
• ancillary services;
• and other extras.

11. AIRLINE CANCELLATION

Where an airline cancels a flight, applicable passenger-rights legislation may provide rights such as:

• reimbursement;
• rerouting;
• assistance;
• and, in certain circumstances, compensation.

For flights covered by EU Regulation 261/2004, the passenger may have statutory rights depending on the circumstances.

Travellin will not contractually remove such rights.

12. FLIGHT DELAYS

A flight delay does not automatically create a general cancellation refund.

However, applicable passenger-rights legislation may provide rights depending on:

• length of delay;
• route;
• carrier;
• circumstances;
• and applicable law.

Where a passenger has a statutory entitlement, that entitlement takes precedence over inconsistent contractual wording.

13. HOTEL REFUNDS

Hotel refund eligibility depends on the rate selected.

Examples include:

Flexible rate

Cancellation may be permitted before a specified deadline.

Partially refundable rate

A cancellation charge may apply.

Non-refundable rate

Voluntary cancellation may not produce a refund.

Pay-at-property

Cancellation conditions may still apply even where the card is not charged in advance.

14. HOTEL NO-SHOW

Failure to arrive at an accommodation without cancelling may constitute a no-show.

Depending on the supplier’s terms, the hotel may charge:

• one night;
• the entire booking;
• a cancellation fee;
• or another amount.

The exact rule should be displayed in the booking conditions.

15. ACTIVITIES AND EXPERIENCES

Activities may have strict cancellation deadlines because capacity is reserved for a particular date or time.

Examples include:

• tours;
• excursions;
• safaris;
• diving;
• skiing;
• surfing;
• equipment rental;
• attraction tickets;
• classes;
• wellness experiences;
• restaurants;
• entertainment;
• and other activities.

The cancellation rules may differ substantially between providers.

16. CRUISE REFUNDS

Cruise bookings may be subject to specialised cancellation schedules.

The refund may depend on how close the cancellation occurs to:

• departure;
• final payment date;
• embarkation;
• or another supplier-defined deadline.

Cruise supplier terms should therefore be reviewed carefully before cancellation.

17. CAR RENTAL REFUNDS

Vehicle-rental bookings may have:

• free cancellation periods;
• cancellation fees;
• non-refundable rates;
• prepaid rates;
• no-show fees;
• or supplier-specific rules.

The applicable terms are those attached to the specific reservation.

18. EQUIPMENT RENTAL

Where Travellin facilitates rental of equipment such as:

• skis;
• snowboards;
• bicycles;
• surfboards;
• water-sports equipment;
• outdoor equipment;
• or seasonal equipment,

refund rights depend on:

• rental terms;
• cancellation deadlines;
• supplier conditions;
• weather provisions;
• and applicable law.

19. VOUCHERS

Voucher refunds depend on:

• voucher terms;
• expiry date;
• whether redemption has occurred;
• supplier conditions;
• cancellation rights;
• and applicable law.

A voucher that has already been redeemed may not be refundable unless the applicable terms or law provide otherwise.

20. RESTAURANTS AND VENUES

Where Travellin facilitates reservations, vouchers or prepaid services for:

• restaurants;
• bars;
• clubs;
• entertainment venues;
• tastings;
• events;
• or similar services,

the applicable cancellation policy will be presented during booking where available.

Certain leisure services scheduled for a specific date or period may be subject to statutory exceptions to ordinary distance-contract withdrawal rights.

21. WEATHER-RELATED CANCELLATIONS

For weather-dependent activities, the supplier may cancel where conditions make the activity unsafe or impracticable.

The refund or alternative arrangement may include:

• full refund;
• partial refund;
• rescheduling;
• voucher;
• alternative activity;
• or another remedy.

The applicable supplier terms determine the procedure, subject to mandatory law.

22. SUPPLIER CANCELLATION

If a supplier cancels a service, the customer may be entitled to:

• a full refund;
• alternative service;
• rerouting;
• rebooking;
• credit;
• or another remedy.

The specific remedy depends on the product and applicable law.

Travellin will assist within the scope of its role.

23. TRAVELLIN CANCELLATION

If Travellin itself is the contractual supplier and cancels a service for which it is legally responsible, Travellin will provide the refund or other remedy required by the applicable contractual terms and mandatory law.

Where Travellin merely acts as an intermediary, supplier cancellation rules may instead apply.

24. FAILED BOOKINGS

If payment is successfully authorised but a booking cannot be confirmed, Travellin will investigate the transaction.

Depending on the circumstances:

• an authorisation may automatically expire;
• a payment may be reversed;
• a refund may be initiated;
• or the supplier may need to process the refund.

Customers should not make a duplicate booking solely because confirmation is delayed without first checking the booking status where reasonably possible.

25. DUPLICATE CHARGES

If the same booking appears to have been charged twice, contact:

bookings@travellin.info

Travellin will investigate whether:

• two transactions were actually completed;
• one transaction is only an authorisation;
• a payment processor created a temporary hold;
• or a duplicate charge occurred.

26. PAYMENT AUTHORISATIONS

A pending card transaction is not necessarily a completed charge.

A payment provider may temporarily authorise an amount before:

• confirmation;
• cancellation;
• reversal;
• or settlement.

The time required for release of an authorisation may depend on the customer’s bank or card provider.

27. REFUND METHOD

Where possible, refunds are normally made to the original payment method.

For example:

• card payment → original card/payment instrument;
• bank transfer → relevant bank account;
• payment wallet → original wallet.

Alternative refund methods may be used where:

• the original payment method is unavailable;
• the payment provider requires another method;
• fraud-prevention controls require verification;
• or applicable law permits and requires an alternative procedure.

28. REFUND CURRENCY

Refunds may be processed in the currency in which the supplier or payment provider processes the transaction.

Where the customer’s bank converts the refund into another currency, the final amount received may differ because of:

• exchange rates;
• bank charges;
• card issuer charges;
• or intermediary fees.

Travellin cannot guarantee the exchange rate applied by an independent bank or card provider.

29. REFUND PROCESSING TIME

A refund may involve several parties:

1. Travellin;
2. supplier;
3. booking platform;
4. payment processor;
5. bank;
6. card network.

Consequently, the time until funds appear in the customer’s account may be longer than the time at which Travellin initiates the refund.

Travellin will communicate the status where the refund is within its control.

30. SUPPLIER-CONTROLLED REFUNDS

Where a supplier controls the refund, Travellin may need to:

• submit the refund request;
• communicate with the supplier;
• wait for supplier authorisation;
• receive confirmation;
• and then communicate the result.

Travellin does not guarantee a supplier’s processing time where Travellin does not control that process.

31. TRAVELLIN-CONTROLLED REFUNDS

Where Travellin controls the refund, Travellin will process an approved refund within the applicable legal and operational timeframe.

The customer will be informed where additional information is required.

32. REFUNDS FOR OPTIONAL EXTRAS

Optional products may have separate refund rules.

Examples include:

• baggage;
• seat selection;
• meals;
• transfers;
• insurance;
• activities;
• room upgrades;
• equipment;
• priority services;
• and other extras.

Cancellation of the primary booking does not automatically mean every additional service is refundable.

33. PARTIAL REFUNDS

Where only part of a transaction is refundable, Travellin or the relevant supplier may calculate the refund based on the applicable terms.

The calculation may consider:

• used services;
• unused services;
• cancellation fees;
• supplier charges;
• taxes;
• mandatory fees;
• and separately purchased extras.

34. UNUSED SERVICES

A customer who voluntarily chooses not to use a service may not automatically receive a refund.

Examples include:

• failure to board;
• failure to check in;
• failure to attend an activity;
• failure to collect a rental vehicle;
• hotel no-show;
• or unused portions of a booking.

Refundability depends on the applicable terms and law.

35. EARLY DEPARTURE

Leaving accommodation or ending another travel service early does not automatically create a right to reimbursement for unused days.

The applicable supplier terms and mandatory consumer law determine whether any refund is available.

36. CHANGES INSTEAD OF REFUNDS

Where a supplier permits changes instead of cancellation, options may include:

• new travel date;
• alternative service;
• rebooking;
• credit;
• or voucher.

A change may incur a fee where permitted by the booking terms.

37. VOUCHERS AND CREDITS

If a supplier offers a voucher or credit instead of a cash refund, the consumer’s rights depend on:

• applicable law;
• the supplier terms;
• and the circumstances of the cancellation.

Where mandatory law requires a monetary refund, a voucher should not be used to unlawfully replace that right.

38. PACKAGE TRAVEL

Where a transaction legally constitutes a package under applicable package-travel legislation, special cancellation and refund rights may apply.

These can include rights concerning:

• cancellation;
• significant changes;
• organiser cancellation;
• unavoidable and extraordinary circumstances;
• price adjustments;
• and insolvency protection.

The legal classification of a transaction must therefore be determined before applying this Policy.

39. LINKED TRAVEL ARRANGEMENTS

A linked travel arrangement is legally different from a package.

The consumer protections and refund mechanisms may therefore differ.

Travellin will provide the information required by applicable law where a transaction falls within this category.

40. EXTRAORDINARY CIRCUMSTANCES

Certain travel disruptions may result from:

• natural disasters;
• severe weather;
• war;
• government restrictions;
• epidemics;
• strikes;
• airport closures;
• security incidents;
• or other extraordinary circumstances.

The consequences for refunds depend on the relevant legislation and contract.

Extraordinary circumstances do not automatically create an identical refund right for every type of travel product.

41. CONSUMER RIGHTS TAKE PRIORITY

This Policy must always be interpreted consistently with mandatory consumer law.

Nothing here is intended to:

• exclude statutory rights;
• restrict legally required refunds;
• prevent lawful cancellation;
• or reduce mandatory remedies.

Where mandatory law provides a greater right than this Policy, the mandatory legal right applies.

42. HOW TO REQUEST A REFUND

Refund requests should be sent to:

bookings@travellin.info

Please provide:

• full name;
• booking reference;
• email used for booking;
• supplier;
• service;
• booking date;
• travel/service date;
• reason for cancellation;
• payment reference where available;
• and any relevant supporting documentation.

43. Refund Request Procedure

Travellin may follow these steps:

Step 1 — Identify the transaction

The booking is located using the booking reference and customer details.

Step 2 — Identify the contractual supplier

Travellin determines whether the refund is controlled by:

• Travellin;
• supplier;
• booking platform;
• or another party.

Step 3 — Review conditions

The applicable:

• cancellation;
• fare;
• rate;
• supplier;
• and statutory conditions

are reviewed.

Step 4 — Determine eligibility

The refund amount, if any, is calculated.

Step 5 — Process or request refund

The responsible party initiates the refund.

Step 6 — Confirmation

The customer receives appropriate confirmation.

44. Refund Documentation

Where reasonably possible, Travellin will provide:

• refund status;
• refund amount;
• date initiated;
• payment method;
• transaction reference;
• and relevant supplier information.

45. Disputed Refunds

If the customer disagrees with a refund decision, the customer may request a review by contacting:

bookings@travellin.info

The request should explain why the customer believes the refund decision is incorrect.

Travellin will review the available information and applicable terms.

46. Supplier Disputes

Where the supplier is the contractual party, Travellin may assist with communication but cannot necessarily override the supplier’s contractual system.

The consumer retains any rights available directly against the supplier.

47. Payment Disputes

Consumers should contact Travellin before initiating a payment dispute where practical.

This allows Travellin to investigate:

• booking status;
• payment status;
• refund status;
• supplier response;
• and transaction records.

This does not remove any legal or contractual rights the customer has against a payment provider.

48. Chargeback Rights

Nothing in this Policy prevents a consumer from exercising legitimate chargeback rights available under their card or payment-provider agreement.

However, fraudulent or abusive chargebacks may result in investigation and, where appropriate, lawful action.

49. Fraudulent Refund Requests

Travellin may investigate refund requests involving:

• false information;
• fraudulent payment;
• identity misuse;
• duplicate claims;
• manipulated documents;
• or other suspected abuse.

Processing may be delayed while the matter is investigated.

50. Refunds and Taxes

Depending on the transaction, refundable and non-refundable components may include:

• supplier charges;
• taxes;
• airport fees;
• government charges;
• service fees;
• commissions;
• and other amounts.

The treatment of each component depends on the supplier and applicable law.

51. Travellin Fees

If Travellin charges a separately disclosed service or booking fee, the refundability of that fee will be stated in the relevant booking conditions.

Travellin will not retain a fee where mandatory law requires its reimbursement.

52. Affiliate Commission

Affiliate commission received by Travellin does not automatically form part of the consumer’s refund.

Affiliate remuneration is a commercial arrangement between Travellin and the relevant affiliate/supplier/network.

It does not change the consumer’s contractual refund rights.

53. Refunds After Affiliate Booking

Where Travellin generated a referral but the supplier processed the actual booking, the supplier may control:

• cancellation;
• refund;
• rebooking;
• and payment reversal.

Travellin may assist with communication but may not control the supplier’s refund system.

54. Refunds After Supplier Payment

Where the supplier has already received the booking funds, Travellin may need to obtain supplier confirmation before a refund can be completed.

The time required therefore depends on the supplier’s internal procedures.

55. Refunds Following Booking Errors

If Travellin or a supplier makes a material booking error, the remedy depends on:

• the nature of the error;
• who caused it;
• the contractual terms;
• and mandatory law.

Travellin will investigate confirmed errors and take appropriate corrective action.

56. Incorrect Traveller Information

Where a customer provides incorrect information, such as:

• passenger name;
• date of birth;
• passport details;
• travel date;
• or other booking information,

the resulting cancellation or amendment charges may be the customer’s responsibility where permitted by the applicable terms.

Mandatory consumer rights remain unaffected.

57. Refunds for Duplicate Bookings

Where two bookings were accidentally created and the applicable terms permit cancellation, the refund will be determined according to those terms.

If the duplicate booking resulted from a technical error attributable to Travellin, the matter will be investigated separately.

58. Refunds and Technical Failures

If a technical failure causes:

• duplicate payment;
• incorrect booking;
• failed booking;
• incorrect price;
• or other transaction problems,

Travellin will investigate the relevant system records.

Where Travellin is responsible for the problem, it will take reasonable corrective action consistent with applicable law.

59. Refunds Following Account Closure

Closing a Travellin account does not cancel or automatically refund existing bookings.

Bookings remain governed by their applicable terms.

Refund requests should be submitted through the normal process.

60. Records

Travellin may retain refund-related information for:

• accounting;
• tax;
• fraud prevention;
• dispute resolution;
• legal claims;
• regulatory compliance;
• and transaction records.

Personal-data processing is governed by the Travellin Privacy Policy.

61. Complaints

If you are dissatisfied with the handling of a refund, you may submit a formal complaint to:

bookings@travellin.info

or:

info@travellin.info

Travellin will review the matter and, where appropriate, communicate the applicable escalation procedure.

62. Consumer Dispute Resolution

Depending on the consumer’s country and the nature of the transaction, alternative dispute-resolution mechanisms may be available.

For the Czech Republic, relevant consumer ADR mechanisms may include the Czech Trade Inspection Authority (Česká obchodní inspekce / ČOI) where its statutory jurisdiction applies.

The former EU Online Dispute Resolution platform was discontinued on 20 July 2025 and should not be cited as a current refund-dispute mechanism.

63. No Contractual Exclusion of Mandatory Rights

Nothing in this Refund Policy, the Terms & Conditions, supplier terms or booking interface is intended to exclude mandatory consumer rights.

Where a provision is legally unenforceable, it shall apply only to the extent permitted by law.

64. Changes to the Refund Policy

Travellin may update this Policy to reflect:

• changes in legislation;
• supplier arrangements;
• payment systems;
• booking architecture;
• new products;
• new cancellation mechanisms;
• or changes in consumer-protection requirements.

The latest version will be published on the Platform.

65. Contact Details

BETZONE s.r.o. — Travellin

Registered office:
Maletín 9
789 01 Maletín
Czech Republic

IČO: 28802471
DIČ: CZ28802471

General: info@travellin.info
Bookings & refunds: bookings@travellin.info
Privacy: privacy@travellin.info
Telephone: +420 732 844 855

66. FINAL REFUND PRINCIPLE

The central rule of Travellin’s refund system is:

The customer must be able to determine, before purchasing, whether the selected service is refundable, partially refundable or non-refundable, who controls the refund, what cancellation deadline applies, what charges may be deducted, and what mandatory legal rights remain available.

Travellin will not use a generic “non-refundable” label to override mandatory statutory rights.

Where Travellin acts only as an intermediary, this will be made clear and the relevant supplier will be identified.

Where Travellin is the contractual supplier, Travellin will assume the responsibilities applicable to that role.

Nothing in this Refund Policy limits any mandatory consumer right available under applicable law.

PRODUCTION IMPLEMENTATION — MANDATORY

For Travellin’s actual booking engine, every offer must carry machine-readable refund/cancellation data before it reaches checkout.

At minimum, the system should store and display:

Critical architectural rule: the Refund Policy must not be used as a substitute for displaying the actual cancellation and refund conditions of each individual offer at checkout.

For flights, hotels, cruises, activities, rentals, vouchers, restaurants/venues and other products, the booking engine should dynamically display the applicable cancellation/refund conditions returned by the relevant supplier/API and preserve the version accepted by the customer at the time of booking.

This is essential for the legal integrity of the Travellin booking record.