Refund and cancellation policy
How Truefly works
Truefly is a travel comparison and referral platform. We help you find flights, hotels, transfers, eSIMs, tours, insurance and other travel services, and then send you to the airline, travel agency or provider to complete your booking on their own website. Truefly does not sell, issue or process any booking, and does not take payment from you. Your payment and your booking contract are made directly with the third-party provider you are sent to, under that provider's own terms. Because we never charge or hold your money, there is nothing for Truefly to refund.
Where refunds and cancellations are handled
Any cancellation, change or refund is governed entirely by the terms of the provider you booked and paid with (for example the airline or travel agency for flights, the hotel or Booking.com for stays, the transfer company, the eSIM, tour, or insurance provider). Those terms — including whether a booking is refundable, any penalties, and refund timelines — are shown to you on the provider's site before you pay. Please read them there before completing a purchase.
To cancel, change or claim a refund, contact that provider directly using the booking reference and confirmation they sent you. Truefly cannot cancel, amend or refund a booking made on a provider's website, and does not have access to it.
Tips before you book
If your plans might change — for example while a visa is pending — choose a fare or rate marked refundable or free cancellation on the provider's site, and note their cancellation deadline. Non-refundable bookings generally cannot be refunded once confirmed.
Your rights under EU law
This policy does not limit any rights you may have under EU or Finnish consumer law directly against the provider. In particular, where a flight is cancelled or significantly delayed by the airline, EU Regulation 261/2004 may entitle you to re-routing, care or compensation from that airline. You can pursue such a claim yourself, or through a flight-compensation service — see our Flight delay compensation options.
Truefly's own services
The optional Truefly account and the visa booking reminder are provided free of charge — there is no fee and therefore nothing to refund. You can stop reminders or ask us to delete your details at any time by contacting us at contact@truefly.eu. If we ever introduce a paid Truefly service, its specific refund terms will be shown at the point of purchase and added here.
Commissions
When you book with a provider through our links, Truefly may earn a commission from that provider at no extra cost to you. This does not change the price you pay or the provider's refund and cancellation terms.
Contact
For questions about how a booking was made through Truefly, or if you can't find the provider's contact details, reach us at contact@truefly.eu and we'll point you to the right place. For the refund or cancellation itself, you'll need to contact the provider you booked with.