1. Our Commitment
TripReservations.co.uk provides independent flight, hotel and car rental reservation assistance through a trusted network of travel suppliers. We are committed to handling every cancellation request and refund fairly, transparently and as promptly as the applicable supplier conditions allow. This policy sets out how we approach these requests and what you can reasonably expect from us.
Because we assist with reservations rather than provide the accommodation ourselves, the outcome of a cancellation or refund request often depends on the terms set by the travel supplier, tour operator or other third party responsible for your booking. We will always explain those terms to you as clearly as we can and act on your behalf wherever it is within our ability to do so. This policy should be read together with our Terms & Conditions.
2. Cancellation Requests
If you need to cancel a reservation, please contact our customer support team as soon as possible. Cancellation requests are time-sensitive, and acting early gives you the best chance of minimising any charges that a supplier may apply.
All cancellations are subject to the policies of the relevant travel supplier or tour operator, along with the fare rules, rate rules and booking conditions that applied when your reservation was confirmed. These conditions vary from one supplier and rate to another, and some cannot be cancelled or amended once confirmed. When you contact us we will:
- Confirm the cancellation terms that apply to your specific reservation.
- Explain any charges or conditions the supplier may impose before you proceed.
- Submit the cancellation request to the supplier on your behalf once you confirm.
3. Refund Eligibility
Whether a refund is available, and how much may be refunded, depends on the specific terms attached to your reservation. Eligibility is determined by factors including:
- The travel supplier's cancellation and refund policies.
- The policies of any tour operator or third party involved in the booking.
- The rate rules and booking conditions applicable to the reservation you selected.
Depending on these terms, a reservation may be fully refundable, partially refundable or non-refundable. We will confirm the position that applies to your booking and, where a refund is available, help you request it. We cannot guarantee a refund in every situation, as supplier terms may reduce or exclude the amount that can be returned.
4. Service Not Provided
If a confirmed reservation cannot be provided for reasons that fall within our responsibility, we will review the circumstances and process an appropriate refund where applicable. We take our part in the reservation process seriously and will act promptly to put things right when the fault lies with us.
Where the issue relates to the travel supplier or another third party — for example, an overbooking, closure or change made by the property — we will assist you in communicating with the supplier and support your case to reach a fair resolution. Any refund in these circumstances remains subject to the supplier's own policies.
5. Emergency Situations
We understand that unexpected and difficult circumstances can arise around travel. If you are affected by an emergency that impacts your reservation, please contact us immediately so we can help as quickly as possible.
Each emergency request is reviewed individually and on its own facts. While we cannot promise a particular outcome, as supplier terms still apply, we will make every reasonable effort to assist you and to liaise with the supplier on your behalf.
6. Supplier Charges
Travel suppliers, tour operators and other travel providers may apply their own charges when a reservation is cancelled or changed. These can include:
- Cancellation charges applied under the supplier's policy.
- Change or amendment fees for modifications to a confirmed reservation.
- Administrative charges levied by the supplier.
- Non-refundable rates that carry no refund entitlement once confirmed.
These charges are determined solely by the supplier and are outside our control. Where they apply, they may reduce the amount refunded to you or remove any refund entitlement altogether. We will always tell you about any charges we are aware of before you confirm a cancellation.
7. Processing Time
Once a refund has been approved and is payable, it will be returned to the original payment method used for the reservation. We do not issue refunds to a different card, account or payment method.
Processing times vary and depend on the supplier, the payment provider and your bank or card issuer. While we aim to progress every approved refund without delay, the time it takes for funds to appear in your account is influenced by these third parties and is not something we are able to control.
8. Customer Support
Our customer support team is here to guide you through any cancellation or refund enquiry. If you have questions about the conditions attached to your reservation, the status of a request, or how a refund is progressing, please get in touch and we will help.
You can reach us using the details on our Contact page, and our team will respond during business hours.
9. Chargeback Policy
If you believe there is a problem with a payment, please contact our customer support team before initiating a chargeback with your bank or card provider. We are committed to resolving payment concerns quickly and professionally, and most issues can be settled directly once we understand the details.
Raising a chargeback before contacting us can delay a resolution and may complicate a request that we could otherwise have handled straightforwardly. Giving us the opportunity to help first is usually the fastest way to reach a fair outcome.