Effective date: 13 September 2025
1. Overview
Refunds depend on Supplier rules (airlines, hotels, tour operators, transport providers) and fare/rate types selected. Agency service fees may be non-refundable once services are provided. We will advocate on your behalf within the limits of Supplier policies.
2. Before you cancel or change
Check your quote/invoice and the Supplier’s terms for your specific products. Many discounted airfares and prepaid hotel rates are non-refundable or carry change penalties. If flexibility is important, ask us to price flexible options before booking.
3. Common eligibility guidance
- Flights: Refundable fares are eligible per fare rules. Non-refundable fares may allow changes with fees plus any fare difference; taxes on unused tickets may be refundable in some jurisdictions. Involuntary changes/cancellations by the airline may be refundable.
- Hotels: Flexible rates usually refund if canceled within the stated window. Advance purchase/non-refundable rates typically cannot be refunded.
- Tours/activities/transfers: Refundability depends on operator policy and notice period; some require minimum notice or have non-refundable components (tickets, permits).
- Packages: Each component may follow its own rules; partial refunds may be limited if pricing was bundled.
4. Agency service fees
Trip design/planning fees, ticketing fees, amendment/after-hours fees, and similar agency service fees compensate for professional time and are generally non-refundable once rendered, even if a Supplier refunds their portion, unless otherwise stated in writing.
5. How to request a refund
- Email hello@travelwave.agency with your booking reference, traveler names, and what you wish to cancel/change.
- We will confirm eligibility and any penalties, then request refunds from Suppliers where applicable.
- Once the Supplier remits funds to us or to your payment method, we finalize the refund and send confirmation.
6. Timelines
- Agency processing: typically 3–5 business days after Supplier remits funds.
- Supplier processing: varies widely; airlines and hotels often take 7–30 business days; complex or multi-supplier cases can take up to 60–90 days.
- Banks and card issuers may require additional time to post the credit.
7. Method of refund
Refunds are returned to the original form of payment where possible. If that is not feasible (e.g., expired card), we will coordinate an alternative method. Some Suppliers only provide future travel credits; we will inform you when this applies.
8. Non-refundable items
- Tickets/vouchers marked non-refundable or partially refundable only for unused taxes.
- Permits, attraction passes, timed-entry tickets when marked non-refundable by the operator.
- Agency service fees already rendered.
9. Price drops and rebooking
If prices fall after booking, refunds are not guaranteed. Some fares/rates allow reissue at current pricing (fees may apply). Ask us to evaluate options before any changes.
10. Chargebacks
Please contact us first to resolve issues quickly. If you initiate a chargeback, we will provide documentation to your bank. Chargebacks may delay or complicate eligible refunds; our policy still applies.
11. Force majeure and Supplier cancellations
In events beyond control (weather, strikes, emergencies), Supplier policies govern refunds or credits. We will support rebooking and seek refunds where available.
12. Contact
TravelWave Agency
313B Turcotte Road, Janetshire, TAS 2177, Australia
Phone: +5976544846 • Email: hello@travelwave.agency