Last Updated: January 2026 | UK Travel Booking Terms
Trip2Go aims to keep refund and cancellation rules transparent before you commit to a booking. Because we arrange travel services through airlines, hotels, tour operators, appointment centres, insurers, and other suppliers, refunds are affected by both Trip2Go service terms and the relevant supplier conditions.
This policy explains how cancellation requests, amendments, non-refundable items, supplier delays, and refund payments are handled.
Key Points
Deposits and supplier charges
Booking deposits and third-party charges are usually non-refundable once paid to secure travel arrangements.
Changes after confirmation
Date, name, route, hotel, or package changes may carry Trip2Go administration fees as well as supplier penalties.
No-show bookings
Missed flights, unused hotel nights, or unattended visa appointments can result in full loss of the booking value.
Refund timing
Where a supplier approves a refund, Trip2Go can release funds only after the supplier has returned them to us.
1 Customer Cancellation Requests
If you need to cancel a booking, please email Trip2Go with your booking reference, passenger name, payment details, and the reason for cancellation. Written notice allows us to verify the request and contact the relevant supplier.
The refundable amount depends on the fare type, accommodation rate, tour package, visa stage, and the individual supplier rules attached to your booking.
- Flights: Many promotional, economy, and special fares are non-refundable. Recoverable airport taxes may be returned where the airline permits it, less applicable handling charges.
- Hotels and packages: Hotel stays, transfers, and holiday packages follow the cancellation terms of the hotel, carrier, or tour operator involved.
- Administration fee: If a refund is approved by a supplier, Trip2Go may deduct GBP 50 per traveller or 20% of the booking value, whichever is higher, to cover processing work.
2 Booking Modifications
Requests to amend names, dates, destinations, accommodation, passenger details, or travel services are subject to availability and supplier approval.
- Within 7 days of booking: Changes requested shortly after confirmation may still attract a Trip2Go administration charge of up to 20% of the total booking cost.
- After 7 days: Supplier amendment fees, fare differences, or replacement booking costs may apply and can sometimes equal the price of a new booking.
- Passenger names: Airlines often treat name corrections as cancellations, so please check passport spellings carefully before payment.
3 Strictly Non-Refundable Items
Certain payments are committed immediately or relate to professional services already performed.
- Initial booking deposits: Amounts used to hold seats, rooms, appointments, or supplier inventory are non-refundable once paid.
- Visa service fees: Once document checking, form preparation, or appointment booking has started, our professional service fee is earned.
- Government and embassy fees: Consulate, appointment centre, government, courier, and portal fees cannot be recovered after submission.
- Travel insurance: Insurance premiums are subject to the insurer's cooling-off and cancellation rules.
- No-shows: Failure to travel, check in, attend an appointment, or use a confirmed service may result in full forfeiture.
4 Supplier Cancellations and Delays
If an airline, hotel, tour operator, or other provider cancels or materially changes a service, Trip2Go will help you request the remedy offered by that supplier.
Available remedies may include rebooking, a travel credit, or a refund depending on the provider's rules and applicable consumer protections.
Supplier refunds can take several weeks to reach us. Trip2Go is not responsible for delays caused by airlines, hotels, banks, card providers, or other third parties.
5 Refund Procedure and Payment Method
Approved refunds are normally returned to the original payment method for fraud-prevention reasons. We do not issue cash refunds for card, bank transfer, or online payments.
- Review period: We aim to review refund requests within 7 to 10 business days after receiving the required information.
- Bank processing: Once released, card and bank refunds may take additional business days to appear on your statement.
- Currency: Refunds are processed in GBP unless otherwise agreed. Trip2Go is not responsible for exchange-rate differences or bank conversion fees.
6 Payment Disputes
Please contact us before raising a chargeback so we can review the matter and provide supplier evidence where relevant.
Where a chargeback is raised for a booking that was clearly sold as non-refundable or already supplied, Trip2Go reserves the right to dispute the claim and recover reasonable administrative costs.
Have Refund Questions?
For cancellation requests, refund updates, or help understanding supplier terms, contact the Trip2Go support team.