Clear answers
before you book.
We explain fare rules and deadlines up front, so there are no surprises later.
Before confirmation
Every itinerary or quote we provide includes the supplier's fare conditions, including whether a ticket is refundable, changeable, or restricted. Please read those conditions before confirming, and ask us anything that is unclear.
Rail tickets
Refunds and changes for rail tickets follow the rules of the rail operator and fare class purchased. Some fares may be fully refundable, some may have a cancellation fee, and some may not be refundable after purchase. We will help you understand the difference before you proceed.
Hotels, transfers, and experiences
Each supplier may have separate cancellation windows and deposit rules. If your trip includes more than rail travel, the confirmation will identify the conditions that apply to each part of the booking.
How to request a change or refund
- Contact us as soon as you know your plans need to change.
- We check the applicable supplier rules and explain your available options.
- Once you approve the option, we submit the request and confirm the outcome in writing.
Timing and processing
Where a supplier approves a refund, it is returned through the original payment method when possible. Processing times depend on the supplier and payment provider. Service fees, non-refundable deposits, or amounts already paid to suppliers may be excluded when clearly shown in your confirmation.
Our help
We cannot override a rail operator's or supplier's fare rules, but we will always help you understand them, find the fairest available option, and keep you updated. For urgent changes, call us rather than waiting for an email.