Cancellation policy
What happens if you cancel a booking, and what you get back.
Free until your card is charged
As long as your card has not been charged, cancelling costs nothing: nothing is debited, and any authorisation on your card is released. That is the case until the carrier accepts your booking request — or, for a booking that does not need their acceptance, until you pay.
Once your booking is paid
What you get back depends on how long before departure you cancel:
- 14 days or more before departureFull refund, minus the management fee (1.5%)
- Between 7 days and 14 days before departure50% of the price refunded, minus the management fee (1.5%)
- Between 48 hours and 7 days before departureNo refund
Times are counted up to the start of the departure day (midnight UTC).
Management fee
Where it is stated above, a management fee of 1.5% of the price you paid is withheld from your refund. It is never more than the refund itself.
Less than 48 hours before departure
A booking can no longer be cancelled online. If you can no longer ship, contact us.
If the carrier cancels
You are refunded in full, with no fee.
Once your goods are picked up
A booking can no longer be cancelled once the carrier has picked up your goods. If something goes wrong, report a problem from your booking page.
Which conditions apply
Your booking keeps the conditions shown when you made it. A later change to this policy does not affect it.
How you are refunded
Refunds go back to the card you paid with. Depending on your bank, it can take a few days for the amount to appear.
This policy is part of our terms of service.