Refund Policy

This policy applies to refunds of amounts you paid to us for a hotel, travel or car rental booking we arranged.

It does not cover amounts you paid directly to the hotel or car rental company — taxes, deposits, extras or incidentals collected at the property or rental desk. Those are refunded, if at all, by the supplier under its own rules, though we will help you take the matter up.

Whether any money is returned, and how much, is decided by the terms of the hotel or car rental company and by the specific rate or rental terms you booked. Those terms are disclosed to you before your booking is confirmed and repeated on your confirmation.

Because they differ from booking to booking, we do not publish a general refund schedule and cannot promise a particular outcome in advance. What we can do is tell you exactly what your booking's terms say and apply them accurately.

Some parts of a booking are usually not returned once the relevant deadline has passed or the service has begun. Where any of these apply to your booking, we identify them before you pay.

Where we charge a service fee, it is disclosed before you pay and shown separately on your confirmation. It pays for arranging the booking, which does not become undone when the booking is cancelled, so it is generally not refunded.

If a booking fails for a reason on our side — for example, we place it incorrectly and it cannot be corrected — we will return the service fee.

A refund is returned to the payment method used for the original payment. We do not send refunds to a different card, a different account or a third party, because doing so removes the audit trail that protects both of us.

If the original card has expired or been replaced, the refund normally still reaches the account behind it; your bank will route it. If the account is closed, tell us and we will work with the payment provider on the alternative it allows.

A refund passes through several hands: the supplier releases it, our payment provider processes it, and your bank credits it to your account. Each of those steps has its own timetable, and none of them is set by us.

For that reason we do not quote a fixed number of days. When we process a refund we tell you the date it left us and give you the reference to quote to your bank. If it has not appeared after a reasonable period, contact us with that reference and we will chase it with the provider.

Where only part of a booking is cancelled, any refund is calculated on that part under the supplier's terms, and the remaining booking may be repriced if the original rate depended on the longer stay or larger party.

Services that are booked but not used — a night not stayed, a rental day not taken, an arrangement not attended — are generally not refunded once the booking has begun, unless the supplier's terms say otherwise.

If a supplier cancels a confirmed booking, we will ask it to return what you paid and pass the refund on to you as soon as we receive it, or offer an alternative if you prefer one.

If a supplier materially changes a booking and you do not accept the change, what you can recover depends on the supplier's terms. We will put your case to the supplier and tell you plainly what it agrees to. We are not able to fund a refund a supplier refuses to give.

Where a payment involved a currency conversion, the refunded amount is converted again when it is returned. Exchange rates move, so the sum credited to your account may differ slightly from the sum originally debited.

Foreign transaction fees charged by your bank on the original payment are the bank's charges, not ours, and are not usually returned by the bank when a refund is made.

If you think a refund is wrong or overdue, contact us first with the booking reference. Most cases are resolved once the supplier's terms and the payment record are put side by side.

Opening a chargeback before contacting us usually slows things down: the funds are held by the banks while the dispute runs, and any refund already in progress may be suspended. If you do raise a dispute, we will cooperate with your bank and provide the booking and payment records.

Keep the cancellation confirmation and the refund reference we give you; between them they show what was agreed and when the money was sent.

GlobeWise Exports is operated by S A Enterprise. For any question about a refund, contact us: