Clear refund rules. No confusing surprises.

What this policy covers

This Refund Policy explains how Travel09 handles refunds relating to accommodation, tours, packages, transfers, activities and other travel services booked through Travel09.

It should be read together with your quotation, invoice, booking confirmation, supplier conditions, our Cancellation Policy and our Terms & Conditions .

When may a refund be available?

A refund may be available when cancellation occurs within a refundable period, when a supplier approves a refund, when Travel09 receives an overpayment or duplicate payment, or when a confirmed service cannot be provided and an appropriate refund is due.

How we calculate a refund

Where a refund is due, the refundable amount is generally calculated from the amount paid for the affected service less applicable non-refundable amounts.

Valid deductions can include confirmed supplier cancellation charges, non-refundable tickets, transfer charges, accommodation penalties, activities already committed, package repricing and other amounts lawfully retained.

Hotel and resort refunds

Travel09 does not apply one universal refund rule to every hotel because cancellation conditions can vary by hotel, resort, room type, season, promotion and rate plan.

Non-refundable services

Some rates and services are expressly sold as non-refundable, non-cancellable, advance purchase or subject to a 100% cancellation charge.

Travel09 cannot guarantee a refund where the supplier is contractually entitled to retain the amount under the conditions accepted at booking.

Travel09 may still request an exception from the supplier where circumstances justify doing so, but supplier approval is not guaranteed.

Sri Lanka tour refunds

Refunds for Sri Lanka tours are calculated after applying the applicable Travel09 cancellation schedule and any stricter confirmed supplier charges.

Cancelling one component of a custom Sri Lanka itinerary can also change the package price of the remaining services.

Maldives resort and package refunds

Maldives holidays commonly contain several separately controlled components. A refund may therefore differ between accommodation and transportation.

Transfer refunds

Transfer refunds depend on the provider's cancellation terms, cancellation timing and whether the transport has already been dispatched, reserved or ticketed.

A missed transfer caused by incorrect passenger information, failure to appear at the pickup point or an unreported schedule change may be treated as a no-show and may not qualify for a refund.

Experiences and excursion refunds

Refund eligibility for diving, fishing, boat trips, safaris, excursions, attraction tickets and other experiences follows the confirmed operator conditions.

Tickets already issued or private services already committed may be non-refundable.

Unused services and early departure

Voluntarily leaving a hotel early, skipping a tour, missing a meal, declining a transfer or choosing not to participate in an activity does not automatically create a refund entitlement.

Travel09 will request a supplier refund where appropriate, but the amount ultimately refundable depends on the supplier's conditions and applicable law.

When the supplier cancels

If a hotel, resort, transfer operator, activity provider or other supplier cancels a confirmed service, Travel09 may offer or help arrange an available alternative, credit or refund as appropriate.

If a replacement is not accepted or reasonably available, refundable amounts received or recoverable for the cancelled component will be handled according to the supplier conditions and applicable law.

Duplicate payments

If the same valid booking payment is accidentally processed more than once, contact Travel09 promptly.

Once the duplicate transaction is verified, the excess amount will normally be refunded to the original payment method, subject to payment provider processing.

Customer overpayments

Where Travel09 verifies that a customer has paid more than the confirmed amount due, the excess amount may be refunded or, with customer agreement, applied against another outstanding Travel09 service.

Multi-service and partial refunds

A Travel09 booking may contain several services with different refund conditions.

How long does a refund take?

Refund timing depends on whether Travel09 already holds the refundable funds or must first obtain them from a hotel, resort or other supplier.

How refunds are paid

Refunds are normally returned to the original payment method where technically possible, legally permitted and supported by the payment provider.

Travel09 may request additional verification before sending a refund to a different bank account or payment destination in order to reduce fraud and payment risk.

Foreign exchange differences

Travel09 may receive and process bookings in different currencies.

The amount appearing on your bank statement after a refund may differ from the original statement amount because of exchange-rate movements or conversion rates independently applied by your bank, card issuer or payment provider.

Card, bank and payment fees

Third-party card fees, international transfer charges, intermediary bank charges and currency conversion costs may not always be recoverable.

Any deduction controlled by Travel09 will be handled in accordance with the confirmed booking conditions and applicable law.

Chargebacks and payment disputes

If you believe a payment is incorrect, please contact Travel09 first so the booking and payment can be investigated.

Starting a bank or card chargeback while a refund is already being processed can create duplicate claims and may delay reconciliation.

Nothing in this section prevents you from exercising rights available through your payment provider or applicable law.

Events beyond reasonable control

Severe weather, natural disasters, government restrictions, airport closures, strikes, epidemics, transport disruption and similar extraordinary events can affect travel services.

Refunds in these circumstances depend on applicable law, supplier conditions, recoverable amounts and whether an alternative, postponement or travel credit is available.

How to request a refund

Contact Travel09 using an authorised customer support channel and provide enough information for us to identify the booking and payment.

Refund disputes

If you disagree with the refund calculation, contact Travel09 and identify the amount or deduction you want reviewed.

We may review the booking confirmation, supplier cancellation conditions, supplier correspondence, payment records and refund calculations.

Applicable consumer rights

This Refund Policy is intended to explain Travel09's operational refund process. It does not exclude or restrict rights or remedies that cannot lawfully be excluded under applicable consumer law.

Changes to this policy

Travel09 may update this Refund Policy when services, supplier arrangements, payment methods or legal requirements change.

Where applicable, the conditions governing an already confirmed booking remain subject to the contract and booking-specific terms accepted when that reservation was made.

Contact Travel09

If you need the refund status or refundable amount for an existing reservation, send us your Travel09 booking reference.