Principle
The cancellation policy attached to every product card is the contract. We surface it in three places — search, rate-detail, and booking-summary — so the agent always sees it before confirming. Once confirmed, the supplier rules govern.
Standard policy windows
For hotel and activity bookings without a custom rule, the following defaults apply:
- More than 14 days before service: full refund, less a $10 processing fee.
- 7–14 days before service: 50% refund.
- Less than 7 days before service: no refund.
- No-show: no refund. Rebooking fees may apply.
Suppliers may publish stricter or more flexible windows. Always read the policy block on the booking confirmation.
How to cancel
Cancel from the booking detail page in the agent portal. The cancellation summary will show: refund amount, fees, and ETA. Once confirmed, you'll receive a cancellation voucher within minutes.
Modifications
Date changes, traveller-name changes, and room-type swaps are handled as a modification rather than a cancellation. Where the supplier supports it, modifications carry no fee outside the cancellation window. Outside the window, the modification is treated as a cancel-and-rebook and may incur the cancellation charge.
Refunds
Refunds land back where the original payment came from: card, wire, or platform wallet. Wallet refunds are immediate. Card and wire refunds typically settle within 5–14 working days, depending on your bank.
Force majeure
Where travel is impossible due to government action, natural disaster, or supplier insolvency, we work with suppliers to secure full or partial refunds, credit notes, or rebookings. Rawana does not warrant a particular outcome but will document and pursue every claim on your behalf.
Disputes
If a supplier rejects a refund you believe is owed, file a dispute via the booking detail page. A specialist will review and respond within 5 working days. Most disputes resolve without escalation; unresolved cases are mediated by Rawana finance.