Refund Policy

Refund eligibility on a hotel booking is set by the supplier (LiteAPI, Hotelbeds, etc.) and the hotel, and is displayed on the booking screen before you confirm. We don't add cancellation fees of our own.

• Free-cancellation rates: cancel via the link in your booking confirmation or from Your Bookings up to the deadline shown. Refunds are issued by the supplier and typically appear on your card within 5–10 working days.
• Non-refundable rates: we cannot refund a non-refundable booking ourselves. We will pass any refund request to the supplier on goodwill grounds (e.g. medical emergency, hotel-side issue) but cannot guarantee a refund.
• Hotel-side issues (room not as described, overbooking, dirty/unsafe conditions): tell the hotel first, then contact us within 48 hours. We escalate to the supplier, who under their commercial terms with the hotel may issue a partial or full refund.

The pass is a digital service under the Consumer Contracts Regulations 2013.

• If you haven't used the pass: full refund available within 14 days of purchase, no questions asked. Email us at SUPPORT_EMAIL with your order ID.
• If you've used at least one booking: the 14-day right is waived (you agreed at checkout that we may begin providing the service immediately). Refunds after first use are discretionary.
• Goodwill pro-rata refund: within 90 days of purchase we will, on request, refund the unused portion of the pass at £2 per remaining booking. Beyond 90 days, passes are non-refundable but never expire.
• If we discontinue the service: any unused passes will be refunded at £2 per remaining booking, regardless of purchase date.

The annual Plus subscription is no longer sold but existing subscriptions remain in force.

• You may cancel at any time from your account page → Manage subscription. Cancellation takes effect at the end of your current paid period; you keep the floor- only pricing tier until then.
• We don't pro-rate mid-period refunds for ordinary cancellations. If you cancel within 14 days of first signing up and haven't made any bookings under the subscription, email us for a full refund under your CCR 2013 rights.

If a payment fails after a booking confirmation has issued we will attempt to capture again before voiding the reservation. If you raise a chargeback with your card issuer without contacting us first we will treat the booking as cancelled and may suspend your account; please email us first — chargebacks cost us in dispute fees and we will almost always resolve faster directly.

Email SUPPORT_EMAIL with your booking reference or order ID and a short description of the issue. We aim to respond within 1 working day.