Travelar Cancellation and Refund Policy
1. About This Policy
This policy explains how cancellations, changes and refunds work for Bookings made on Travelar, which is operated by Incroc Limited ("Travelar", "we", "us" or "our"). It applies to bus, train, ferry and flight tickets, stays and experiences, and it is part of our Terms and Conditions. Rights that the law gives you cannot be removed by this policy and apply if they are better for you.
2. The Short Version
- The Supplier sets the rules. Each airline, bus, rail or ferry operator, property and activity provider decides whether your Booking can be changed or cancelled, and what it costs. The rules are shown before you pay and in your confirmation.
- We do not hold your money. Your payment goes to the Supplier or the payment provider, so refunds are made by them, not by Travelar.
- We do the chasing. When you ask for a change or refund, we contact the Supplier or payment provider for you, follow up and keep you informed.
- Ask early. Deadlines are counted from the Supplier's local time, and many fares and rates are non-refundable.
3. Cancellation and Refund Rules by Product
| Product | Who decides | What usually applies | What we do |
|---|---|---|---|
| Flights | The airline, fare rules and the law | Many fares are non-refundable or allow changes only for a fee. Flexible fares may allow refunds. Unused taxes and airport charges are often refundable even on non-refundable tickets. Where the law gives a 24-hour free-cancellation right, we honour it | Submit your request to the airline, claim refundable taxes where possible, and tell you any airline or distribution (GDS) fee before you confirm |
| Buses and coaches | The operator | Refund or change windows are usually tied to the hours before departure, and missed departures are normally not refunded | Send your request to the operator and confirm the outcome to you |
| Trains | The railway operator | Rules depend on ticket type, such as flexible or fixed, and on whether a seat was reserved. Unused tickets may be refunded for a fee | Send your request to the operator and confirm the outcome to you |
| Ferries | The operator | Changes and refunds depend on the fare and the time before sailing. The operator may cancel for weather or safety | Send your request to the operator and, if it cancels, ask for rebooking or a refund for you |
| Stays | The property or host | The rate chosen decides: free cancellation until a stated date, or non-refundable. Late cancellation or no-show may cost the first night or more | Send your request to the property and confirm the outcome to you |
| Experiences | The activity provider | Free cancellation is often allowed up to a stated time before the start, and late cancellations and no-shows are usually not refunded. Weather or safety cancellations by the provider are refunded or rebooked | Send your request to the provider and confirm the outcome to you |
The exact rule for your Booking is the one shown at checkout and in your confirmation.
4. How to Cancel or Change a Booking
- Open your account or the link in your confirmation email, or contact us at customer@travelaraway.com or +255 714 559 749.
- Give your booking reference, the Traveller names and what you want: cancel, change or refund.
- We will show you the Supplier's rules, the refundable amount and any fee before you confirm.
- Once you confirm, we send the request to the Supplier or payment provider and give you a reference.
Only the person who made the Booking, or someone with their written permission, can cancel or change it. Please keep your Ticket, voucher or confirmation until the refund is complete.
5. What We Do After You Ask for a Refund
| Step | Our commitment |
|---|---|
| Acknowledge your request | Within 1 business day |
| Contact the Supplier or payment provider | Within 2 business days |
| Update you on progress | At least every 5 business days until it is resolved |
| Tell you the outcome | Within 1 business day after we hear from the Supplier or payment provider |
| Help you escalate | If the Supplier or payment provider is late or refuses, we raise it again and show you how to complain to them or to the authority in your country |
We are not responsible for delays or refusals by Suppliers or payment providers, but we will stay in contact with them for you.
6. When You Will Receive Your Refund
The refund period is set by the Supplier or the payment provider, or by the law where it sets a deadline, for example airline refund deadlines under some passenger-rights rules. As a general guide, once a Supplier approves a refund, a card refund can take 5 to 14 business days to appear, and mobile-money and bank-transfer refunds can be faster or slower depending on the provider. Your bank or mobile-money provider may also need extra time to show it.
If you have not received a refund that is due within the Supplier's stated period, or within 14 days of approval where none is stated, contact us and we will chase it.
7. How Refunds Are Paid
- Refunds go back to the original payment method, such as the same card or mobile-money account, unless the Supplier or the law allows another method.
- Refunds are made in the currency charged. Exchange-rate differences and fees applied by your bank or provider are outside our control.
- If a Supplier offers a voucher or credit instead of a refund, we will tell you. You may have the right to a cash refund under the law, and we will help you ask for it.
- Refundable amounts can be partial. Supplier fees, non-refundable parts of the price and the value of services already used can be deducted, and we will show the breakdown.
8. When a Supplier or Travelar Cancels
If a Supplier cancels, delays by a significant time or changes a Booking in a major way, you may be entitled to a refund, an alternative, or compensation or assistance under the Supplier's terms and the law. We will tell you promptly after we hear from the Supplier, offer you the options we know of, and help you claim. If we cancel a Booking, for example because of a pricing error or suspected fraud, we will ask the Supplier or payment provider to refund what you paid, unless the cancellation was caused by your breach of the Terms.
9. Changes, Name Corrections and Reissues
Changes depend on the fare or rate and Supplier approval. For airline tickets, name changes and reissues may be refused or may involve airline fees and a distribution (GDS) fee. For other products, a change may be treated as a cancellation and a new Booking, with different prices. We will show any fee and any price difference before you confirm.
10. No-Shows, Late Arrival and Unused Services
If you do not show up, arrive after check-in or boarding closes, or do not use all of a service, the Supplier will generally not refund you. On flights, missing one flight can cancel the rest of the ticket. Some taxes and fees on unused tickets may still be refundable, and we will help you claim them.
11. Events Outside Anyone's Control
Weather, natural disasters, epidemics, strikes, border or airspace closures, government action and similar events can disrupt travel. The Supplier's terms and the law decide what you are offered, which may be a refund, a voucher, a new date or a different route. We will help you make the request and keep you informed.
12. Payment Disputes and Chargebacks
Please contact us before starting a chargeback with your bank or mobile-money provider, so that we can try to resolve the problem faster. We may share Booking information with the Supplier and the payment provider to respond to a dispute. Charging back a Booking you used, or one that is not eligible for a refund, may lead to us restricting your account.
13. Your Legal Rights
Depending on where you live, where you travel and who the Supplier is, you may have rights that cannot be limited by this policy, including those in air-passenger rules, EU rules for bus, rail and sea passengers, package-travel laws and consumer-protection laws. If a legal right is better for you than this policy, it applies.
14. Complaints
If you are not satisfied, write to customer@travelaraway.com within 30 days of the end of your trip or of discovering the problem, with your booking reference. We will acknowledge within 3 business days and aim to reply fully within 14 days. See our Terms for escalation and dispute resolution.
15. Contact Us
Travelar (operated by Incroc Limited)
Registered address: [address]
Email: customer@travelaraway.com
Phone: +255 714 559 749
Support hours: [days and hours, time zone]