Cancellation and refunds

What this is for

Plans change. This page lets you cancel a booking and see how much money will come back.

First we show the calculation. Only then do we ask whether you really want to cancel.

Who it is for

For the booking owner, once logged in.

What you see

The "Change and cancellation" page. The description: "Booking value: PLN 4,380.00. Check the cancellation cost before confirming.".

The cost preview

The "Check the cancellation cost" button (while it runs: "Checking…").

After a click a calculation appears:

• Contractual penalty — how much the partner keeps.
• To be refunded — how much comes back to you.
• Free until — the date up to which cancelling costs nothing. When there is none: "No free window".
• Basis of calculation — where these numbers come from. For example "Property rate plan policy", "Rental rate plan policy", "Tour departure policy", "Policy withdrawal right" or "Carrier servicing request".

You may also see extra detail: "refundable booking", "non-refundable booking", "free until 48 h before the start", "80% penalty after the deadline", "14-day withdrawal window".

The cancellation form

The title "Cancelling a booking" (for a flight: "Flight cancellation request").

Reason (optional) — a text field, at most 500 characters. Example: Change of travel plans. Error: "The reason can be at most 500 characters.". A reason helps the partner, but you may skip it.

I confirm the cancellation of this booking — a tick box, obligatory. Description: "Cancellation cannot be undone — a new booking may have a different price.". Error: "Confirm that you want to cancel the booking.".

The "Cancel booking" button (for a flight: "Submit a cancellation request"). While it runs: "Processing…".

The hint: "The refund goes into the refund queue and returns to your payment method.".

Step by step

1. Go to "My bookings" and open the booking.
2. Find the "Change and cancellation" section and open the "Cancellation" tab.
3. Click "Check the cancellation cost".
4. Read the "Contractual penalty" and "To be refunded".
5. If you decide to cancel, type a reason (you may skip it).
6. Tick "I confirm the cancellation of this booking".
7. Click "Cancel booking".

What happens next

You will see "The booking has been cancelled. The refund has been submitted." and a summary: "Refund: PLN 3,900.00 · contractual penalty: PLN 480.00.".

The booking status becomes "Cancelled". In the details a row appears: "Booking cancelled 05/10/2026 · refund PLN 3,900.00".

Deadlines for each service

Hotel — the rate plan of the chosen room decides. Some plans have free cancellation until a set number of hours before check-in. After that deadline a percentage penalty of the stay value applies.

Tour — the departure policy decides. There is usually a free window (for example 48 hours before the start), and a percentage penalty after that.

Car — the rental rate plan decides. The principle is the same as for a hotel.

Insurance from our own partner — you have the right to withdraw from the contract within 14 days of the policy being issued and get the whole premium back. The "Withdraw from the contract (within 14 days)" button in the booking details does that, asking "Withdraw from the policy? We will refund the whole premium.". After 14 days you will see: "14 days have passed since the policy was issued — withdrawal is no longer possible.".

Insurance from an outside insurer — this works differently and it matters. Such a policy shows an "Insurer: …" line in your trip details. Here:

• we do not count our own 14 days — the insurer decides whether you may withdraw,
• the refund amount comes from the insurer, not from us. Sometimes it is the whole premium (when you are inside their cooling-off period), sometimes a part proportional to the unused days,
• under the button you will see: "The insurer decides whether you can withdraw and how much comes back — we show the amount once we check with them.",
• if the insurer refuses (for example a claim is already open), you will see: "The insurer did not agree to cancel this policy. Write to us and we will check why." — the policy stays active and nothing is lost.

Some policies (trip cancellation cover, for example) cannot be cancelled by their nature — that is not a bug, it is how the product works.

Flight — we do not cancel flights ourselves. The page notes: "We do not cancel flights in self-service — the carrier makes the decision.". Your click creates a request to the carrier. You will see: "The flight cancellation request has been passed to our support team." and in the preview: "Cancelling a flight requires a request to the carrier — support will confirm the refund amount.".

The refund queue

A refund does not come back in the same second. It goes into the refund queue and returns to the same payment method you paid with. With a card or BLIK it usually takes from a few to a dozen working days — the speed depends on your bank.

You will see the refund status next to the payment: "Refund in progress", then "Refunded". The refund itself may also have the status "Pending", "Approved", "Processed" or "Rejected".

Frequent questions

I checked the cost but did not cancel. Has anything happened? No. The preview is only a calculation. We cancel nothing until you tick the confirmation and click the button.

I see "This booking can no longer be cancelled.". That means the service has already started or finished, or the booking is in a status that does not allow cancellation. Write to us through "Support".

I see "This booking is already cancelled.". The cancellation already went through. Check the status in the details.

I get "Too many attempts. Wait a moment.". That is protection against accidental repeated clicks. Wait a minute.

Will I get a credit note? Yes, we issue the right document with a refund. You will find it in the "Invoices" tab.

How do I know whether my policy is "ours" or from an outside insurer? Look at the policy card in your trip details. An outside policy has an "Insurer: …" line, "Policy certificate" and "Policy terms" links that open the insurer's page, and a "File a claim with the insurer" button.

I cancelled an outside policy. When do I get the money? We receive the amount from the insurer straight away and it goes into the refund queue straight away. From there it is the same as any other refund: the money returns to the payment method you used, usually within a few to a dozen business days.

I filed a claim and want to cancel the policy. The insurer will usually refuse — an open claim blocks cancellation. Close the claim first.