Refund and Cancellation Policy

This policy applies to trip planning services and any bundled components (transport, lodging, and add-ons) offered online for consumers in Ukraine.

1) Cancellations and changes requested by you

If you request to cancel, reschedule, or change your trip or any bundled component, we will process your request based on the terms of the relevant supplier (for example, the transport carrier or accommodation provider) and the availability of the requested dates.

  • Timing matters: refund and change eligibility may depend on when the request is made before the service start date.
  • Supplier rules: supplier cancellation policies may apply and can limit or affect refunds and rebooking.
  • Bundled components: each component (transport, lodging, add-ons) may have separate refund and cancellation conditions.
  • Availability: rescheduling is subject to supplier availability for the new dates and product/room/ticket type.

2) Refunds

Where refunds are available, the amount refunded may be reduced by any non-refundable supplier charges, fees already incurred on your behalf, and any applicable booking fees described at checkout.

Refunds, if applicable, are processed back to the original payment method, unless otherwise agreed with you in writing.

3) When suppliers cannot provide the service

If a supplier is unable to provide a component that we arranged (for example, due to unavailability or operational issues), we will inform you as soon as reasonably possible and offer options where available, which may include substituting an equivalent option or processing a refund for the affected component.

Any outcome will depend on the specific supplier terms and the availability of alternatives.

4) Consumer dispute / complaint procedure

You may submit a complaint or request clarification about a transaction to our contact details below. We will review your request in good faith and respond in accordance with applicable Ukrainian consumer protection rules.

We refer to the following legal basis: Law of Ukraine "On Consumer Rights Protection" № 1023-XII.

If you purchase services at a distance, we provide pre-contract and transactional information to the extent applicable. We refer to Law of Ukraine "On Consumer Rights Protection" № 1023-XII and Law of Ukraine "On Electronic Commerce" № 675-VIII.

If we collect and process personal data in connection with your order, we do so in accordance with the Law of Ukraine "On Personal Data Protection" № 2297-VI.

Information about goods/services provided in Ukraine is available in Ukrainian as required by the Law of Ukraine "On Ensuring the Functioning of the Ukrainian Language as the State Language".