1. Our Role

Travellia group acts as an independent intermediary between you and third-party ticket providers (train operators, bus companies, and cruise lines). Because of this, refunds for the ticket price itself are governed by the policies of the relevant provider, not by us directly.

2. Service Fee

When you book through us, your payment includes two components:

• The ticket price, set by the relevant provider
• Our service fee, which covers the booking assistance, coordination, and support we provide

Our service fee is non-refundable, as it reflects work already completed at the time of booking, regardless of whether the underlying ticket is later changed, cancelled, or refunded.

3. Ticket Refunds

Eligibility for a ticket refund, and the amount refundable, depends entirely on the fare rules and cancellation policy of the provider you booked with.

Some tickets may be fully refundable, partially refundable, or non-refundable — this is determined at the time of booking and will be communicated to you where possible.

We will submit your refund request to the relevant provider on your behalf, but we cannot guarantee approval, timing, or the amount refunded, as this is at the provider's discretion.

4. How to Request a Refund

To request a refund:

• Contact our support team with your booking reference and reason for the request.
• We will review your booking details and submit the request to the relevant provider, where applicable.
• We will update you on the status of your request once we receive a response from the provider.

Refund requests are handled during our support hours: Monday to Friday, 8 AM – 8 PM EST.

5. Processing Time

Refund processing times vary by provider and payment method, and are outside our direct control. Once a refund is approved by the provider, it may take 7–14 business days to reflect in your original payment method.

6. Non-Refundable Situations

Refunds may not be available in the following cases:

• Non-refundable fares or ticket types, as designated by the provider
• No-shows or missed departures
• Cancellations made outside the provider's permitted refund window
• Errors in travel details provided by the customer that were not corrected before booking confirmation

7. Cancellations by the Provider

If a provider cancels or significantly changes your travel (e.g., schedule changes, service cancellations), we will assist in communicating with the provider regarding your options, which may include a refund, rebooking, or credit — subject to the provider's own policies.

8. Changes vs. Refunds

If you wish to change your travel dates or details rather than cancel, please contact us — a date change may be possible depending on the provider's policy and may involve additional fees, separate from a refund request.

9. Contact Us

For refund requests or questions about this policy, please contact us: