1.1 The FlexiFare Service allows Customer Travellers to cancel Elements or Trips they book through the Platform for any reason and get a partial refund.
1.2.To be entitled to get the partial refund, the individual Traveller must expressly notify TravelPerk’s customer care service of such cancellation in writing (by email or through the Platform) or by phone, within the timeframes stated below. All times are local to point of departure:
Flights: 2 hours before the departure time of the flight at the latest.
1.3. FlexiFare Service is subject to the following limitations:
Partial cancellations of flights that are part of the same Trip (for instance, a return flight when the outward journey has been taken would not be refundable) are not refundable by the FlexiFare Service.
Group Bookings and payments made by Customer to Travel Suppliers directly are not refundable by the FlexiFare Service.
Bookings made manually by TravelPerk following Customer’s instructions (e.g., through TravelPerk's Customer Care service) are not refundable by the FlexiFare Service.
1.4. Subject to Paragraph 1.2 and 1.3 above, TravelPerk will refund Customer 80% of the costs of the cancelled Element or Trip, up to five thousand pounds (GBP 5,000) per User and up to thirty thousand pounds (GBP 30,000) per Trip.
1.5.The refund does not include any mandatory taxes and charges collected by a finance provider or airline in connection with the cancellation of any Element or Trip, including but not limited to credit card or bank commissions or charges, non-refundable airport taxes and involuntary cancellations charges.
1.6.TravelPerk may request Customers to provide the reason for cancellation and ask for support evidence for internal information and reporting purposes only. Customer shall provide this information and evidence to TravelPerk so that TravelPerk can comply with its internal needs and fulfil its agreements with third party providers. Customer’s obligation to provide information and evidence of cancellation shall under no circumstances affect Customer’s right to receive the refund for any reason.
1.7. Fees payable for the FlexiFare Service shall be indicated during the booking process for the relevant Trip (or Element within it).
1.8. Travel Suppliers shall have no rights and obligations in connection with FlexiFare refunds.
1.9. TravelPerk refunds are entirely distinct from ordinary refunds processed by TravelPerk in relation to bookings made without utilising FlexiFare. Such ordinary refunds are processed in accordance with the Travel Suppliers’ terms and conditions.