Draft template — have this reviewed by a lawyer qualified in Finnish/EU consumer law before publishing. Refund timelines must match what your consolidator and payment gateway actually honour, and must comply with EU/Finnish distance-selling and consumer protection rules.

Refund and cancellation policy

Flights

Flight cancellations and refunds are subject to the fare rules of the airline and our consolidator, which vary by fare type and route. Airline refunds (where applicable) are processed by the airline; Truefly's service fee is non-refundable once a booking is confirmed, unless the cancellation is due to an error on our part. Note: under EU law, air passenger rights (e.g. EU Regulation 261/2004) may separately entitle you to compensation or care for certain flight disruptions, regardless of this policy.

Refund timelines

Once an airline approves a refund, we process it to your original payment method within 5–7 business days. Airline processing times are outside our control and can take longer during high-volume periods.

Hotels, visa and cabs

Hotel cancellation terms are set by the individual property and shown at the time of booking. Visa service fees are non-refundable once an application has been submitted, regardless of outcome. Cab bookings can be cancelled free of charge up to [X] hours before pickup.

Right of withdrawal

Note for your lawyer: EU distance-selling rules normally give consumers a 14-day right of withdrawal, but transport and accommodation services booked for a specific date are typically exempt — confirm this exemption applies correctly to your services before publishing.

How to request a cancellation

Contact [support@yourdomain.com] or [+358 XX XXX XXXX] with your booking reference (PNR). We will confirm the applicable cancellation charge before proceeding.