Customer policies

These customer policies summarize booking, cancellation, payment, and support expectations for the current release.

Booking policy

Bookings must include the minimum required itinerary details before confirmation. Completing traveler profiles is recommended but can be done after payment.

Cancellation and refund policy

Cancellation windows and refund eligibility depend on supplier rules, booking component type, and time remaining before service start. Policy specifics will be displayed in booking context where available.

Payment policy

Payment must be completed before booking is confirmed. If payment is interrupted or fails, the booking stays pending. If payment status is unclear, try again or contact support.

Support and escalation

For booking-critical issues, customers should share their booking reference and key traveler details when contacting support. Escalation paths for urgent operational cases will be expanded as service coverage grows.