Return and Refund Policy
Last Updated: 1 May, 2025
At customisebooking.com, our goal is to ensure a smooth and reliable travel booking experience. We understand that plans can change, and this policy explains when you may be eligible for a refund, how to request it, and the conditions that apply.
Scope of This Policy
- Who is eligible for a refund or cancellation
- Required documentation and submission deadlines
- Expected processing timelines and payment methods
- Applicable charges, fees, and non-refundable items
Note: Refund approval depends on the type of booking, the provider’s (airline/hotel/transport) policy, and when your request is received.
1. Key Definitions
- Company: customisebooking.com (“we”, “our”, “us”)
- Service: Any travel product or service booked via our platform
- Order: A confirmed booking/reservation through our website
- You: The customer using our services
- Website: https://www.customisebooking.com
2. Refund Eligibility
You may be eligible for a refund if:
- The booking was made directly with customisebooking.com.
- Your request complies with the specific provider’s cancellation terms.
- You provide valid supporting documents, such as:
- Booking confirmation
- Proof of payment
- Any relevant correspondence or justifications
- Refunds will be processed back to the original payment method unless otherwise agreed.
Important: Certain bookings are strictly non-refundable. Late cancellations or policy violations may result in partial or no refunds, and administrative fees may apply.
3. How to Request a Refund
- Step 1: Review the cancellation policy of your service provider (airline, hotel, etc.).
- Step 2: Collect required documents — booking confirmation, proof of payment, and any additional evidence (e.g., medical certificate).
- Step 3: Provide a clear reason for your request.
- Step 4: Submit your request within the allowed time frame.
- Step 5: Contact our support team if you need assistance or escalation.
4. Processing Timelines
Processing times vary depending on the provider. While customisebooking.com will help facilitate, we are not responsible for delays or denials from third-party suppliers.
Typical processing times:
- Credit/Debit Cards: 5–10 business days
- Digital Wallets (e.g., PayPal): 3–5 business days
- Bank Transfers: Depends on the receiving bank
Special Considerations
Refunds may be considered in exceptional cases when valid proof is provided, such as:
- Medical emergencies
- Bereavement
- Government-imposed travel restrictions or natural disasters
5. Policy Changes
We may update this policy at any time. The most recent version will be available on customisebooking.com. Continuing to use our services indicates your acceptance of the changes.
6. Contact Information
If you have questions about this Return and Refund Policy or need assistance:
Email: info@customisebooking.com
Phone: +1 (888) 453-7005
Our team is available 24/7 to help you resolve any refund-related concerns at customisebooking.com.