Booking, Cancellation & Refund Policy

Effective version: 1.0 · August 2026

1. Scope

This policy explains the general UNITRA process for booking, cancellation and refund handling. Individual suppliers or services may have additional or more specific conditions shown before booking or included in the applicable booking.

2. Booking Status

A booking, reservation or order may be created before it becomes fully confirmed. Confirmation may depend on availability, supplier acceptance, payment verification, fraud controls or other service requirements.

A redirect to a payment provider or payment attempt does not itself prove that payment has been successfully verified.

3. Cancellation Requests

Customers may request cancellation where the relevant booking or service allows cancellation. Eligibility may depend on the service type, supplier rules, scheduled service date, fulfilment status and applicable conditions.

4. Refund Requests

Submitting a refund request does not itself execute a refund through a payment provider.

UNITRA distinguishes the following stages:

  1. cancellation or refund request;
  2. eligibility and transaction review;
  3. refund approval where applicable;
  4. payment-provider refund execution where required;
  5. verification or reconciliation of completed refund status.

5. Refund Amount

The refundable amount may depend on the original payment, supplier cancellation rules, already delivered services, non-refundable elements, payment-provider conditions, commercial adjustments and applicable law.

6. Marketplace Orders

Marketplace refund eligibility may depend on payment status, fulfilment, pickup or delivery status, seller obligations and the reason for cancellation or dispute.

7. Stays

Accommodation cancellation conditions may vary according to the property, rate, stay dates and applicable booking conditions. Customers should review the conditions presented for the booking.

8. Tours, Transport and Events

Cancellation eligibility may depend on scheduled service time, operator preparation, attendance, ticket status, transport dispatch, tour departure or service completion.

9. Flights

Flight cancellations, exchanges and refunds may be governed by the relevant airline, fare rules, ticket status, provider rules and other applicable travel conditions.

10. Processing Status

UNITRA will not describe a refund as completed merely because a refund request has been submitted or approved. Where payment-provider execution is required, completion should be based on trusted provider or reconciliation evidence.

11. Disputes and Service Failure

UNITRA may review relevant booking, payment, supplier, delivery, attendance or service records when handling a dispute. Partners and customers may be asked to provide information reasonably required to resolve the matter.

12. Contact

Customers should use official UNITRA support channels and provide their relevant booking, order or payment reference when requesting assistance.