TRAVELER HELP
Changing plans? Here’s what happens next.
Review cancellation and refund information before confirming a cancellation.
Before payment
Creating a request and publishing it are free. You can cancel an unpaid request from the Route Request page. There is no payment to refund.
After payment
Open your Connection and use “Review cancellation and refund” to see the recorded payment, any processing fee and the refund amount before confirming. The Connection records the cancellation and payment status.
Planning fee refunds
Refunds apply to the itinerary planning fee only; matching fees are excluded. If only the first draft is delivered, the refund is 50%. If only the second draft is delivered, the refund is 80%. After the third draft is submitted, no refund applies. Before any draft is submitted, the planning fee is refundable in full.
When a refund needs attention
Payments and refunds use PayPal. A pending refund is not marked complete until PayPal confirms it. Contact support if the status remains unresolved; avoid starting a second payment or refund attempt.