Refund policy

Cancellation and Refund Policy

Last updated: 29 June 2026

At OrientTrips, we aim to make cancellations and refunds clear, fair, and transparent.

This Cancellation and Refund Policy explains how cancellation requests, refund eligibility, supplier rules, service fees, processing timelines, provider cancellations, payment disputes, and customer responsibilities apply to services booked through OrientTrips.

OrientTrips OÜ is an Estonian online travel services platform. We help customers book individual travel services, including flights, hotels, trains, buses, ferries, airport transfers, taxi services, visa assistance, travel insurance, tourist cards, SIM cards, and experiences.

Unless clearly stated otherwise in writing, each service is booked separately and has its own price, supplier terms, cancellation rules, refund rules, confirmation details, and service conditions.

Many services depend on third-party suppliers. OrientTrips may need to confirm cancellation eligibility, penalties, and refund amounts with the relevant provider before approving or processing any refund.

Mandatory consumer protection rights, passenger rights, and other rights that apply by law always remain valid. Nothing in this Policy limits rights that cannot legally be limited.

1. Customer Acceptance

By placing a booking, submitting an order, making a payment, receiving a ticket, receiving a voucher, or using an OrientTrips service, the customer confirms that they have read, understood, and accepted this Cancellation and Refund Policy.

The customer understands that cancellation eligibility, refund amount, penalties, and processing timelines may depend on the confirmed rules of the relevant airline, hotel, rail company, bus operator, ferry operator, transfer provider, taxi provider, visa service provider, insurance provider, local operator, or other service supplier.

A cancellation request does not guarantee a refund.

A refund is not confirmed until OrientTrips receives confirmation from the relevant provider, verifies the applicable cancellation rules through the supplier system, or confirms that mandatory law requires a refund.

2. How to Request a Cancellation or Refund

To request a cancellation or refund, contact OrientTrips at support@orienttrips.com.

The request must include:

• Booking reference
• Passenger or customer name
• Ticket, voucher, policy, or order number
• Travel date
• Route, hotel, transfer, experience, or service name
• Clear written confirmation that the customer wants to cancel

OrientTrips records the time the request is received. We then review the booking and check the applicable supplier rules where required.

A booking is not considered cancelled until OrientTrips receives cancellation confirmation from the relevant provider or successfully processes the cancellation through the applicable supplier system.

3. Supplier Confirmation and Response Times

Some cancellations require manual confirmation from an airline, supplier, consolidator, charter operator, hotel, transport company, local operator, insurance provider, or other service provider.

This is common for scheduled flights, charter flights, special fares, hotel bookings, rail tickets, transfer services, private experiences, and services involving third-party operators.

Supplier confirmation may take from a few minutes up to 24 hours. Some cases may take longer because of supplier workload, manual review, public holidays, system delays, payment review, or external approval procedures.

OrientTrips will handle cancellation requests as quickly as reasonably possible. However, OrientTrips cannot control airline response times, supplier decisions, bank processing times, payment gateway delays, or third-party approval procedures.

If a cancellation deadline changes or passes while a provider reviews the request, the final result will depend on the provider's confirmed policy, system record, and decision, unless mandatory law requires otherwise.

4. Statutory Rights and Right of Withdrawal

Some online consumer purchases may include a statutory right of withdrawal under applicable law.

However, certain travel, transport, accommodation, vehicle rental, catering, leisure, and dated service bookings may be excluded from the general right of withdrawal when they are provided on a specific date or during a specific period.

Where a statutory right of withdrawal applies, OrientTrips will respect it. Where a service is excluded from the statutory right of withdrawal, the applicable cancellation and refund rules will depend on the supplier terms, service-specific conditions, and mandatory law.

Nothing in this section limits mandatory consumer rights, passenger rights, package travel rights where applicable, or other protections that apply by law.

5. Flight Cancellations

Book flights at orienttrips.com/flight.

Flight cancellation rules vary by airline, ticket type, fare class, route, departure time, no-show status, supplier rules, and ticket condition.

Ticket condition may depend on whether the ticket has been issued, changed, revalidated, partially used, exchanged, checked in, or marked as no-show.

OrientTrips may need to request cancellation confirmation from the airline, flight supplier, consolidator, or ticketing provider before confirming the final penalty and refundable amount.

Some flight tickets are fully non-refundable. Some tickets allow cancellation only before a specific deadline. Some tickets require manual supplier approval before cancellation.

Some tickets become non-refundable after check-in, after no-show, after partial use, or after departure.

OrientTrips will inform the customer of the confirmed penalty and refundable amount where possible before finalizing the cancellation. In urgent cases, cancellation may need to be processed quickly to protect the customer from a higher penalty.

Mandatory air passenger rights apply where required by law.

6. Scheduled Flight Tickets

For scheduled flight tickets, cancellation penalties are usually set by the airline, fare class, and supplier rules.

Any cancellation fee shown during booking, communicated by support, or displayed in a supplier system should be treated as indicative unless final confirmation is received from the airline, ticketing provider, or supplier.

The final refundable amount may change after official validation.

OrientTrips cannot guarantee a refund before the airline or supplier confirms the ticket conditions and applicable penalty, unless mandatory law requires otherwise.

7. Charter Flight Tickets

Charter flight cancellations are fully subject to charter operator and supplier rules.

Charter tickets often have stricter conditions than scheduled flight tickets. Many charter tickets are non-refundable or refundable only with a high penalty.

There is no fixed cancellation rule for all charter tickets.

Before confirming a charter cancellation, OrientTrips may need to verify:

• Whether cancellation is allowed
• The applicable penalty
• The refundable amount, if any
• The cancellation deadline
• Any charter operator charge
• Any supplier, service, or processing fee

No charter cancellation is final until the charter operator or relevant supplier confirms it.

If the charter operator refuses cancellation or confirms that the ticket is non-refundable, OrientTrips cannot issue a refund for that ticket unless required by applicable law.

8. Airline-Initiated Changes and Cancellations

If an airline cancels, significantly changes, delays, or disrupts a flight, the customer's options may depend on airline rules, applicable passenger rights, route, jurisdiction, ticket type, and supplier procedures.

Available options may include refund, rebooking, rerouting, schedule change acceptance, voucher, credit, or alternative travel arrangements where offered by the airline or required by law.

OrientTrips will provide reasonable support, but final approval, refund method, rebooking availability, and airline compensation decisions may depend on the airline or applicable passenger rights framework.

9. Hotel Cancellations

Book hotels at orienttrips.com/hotel.

Hotel cancellation rules depend on the property, room type, rate plan, check-in date, local time zone, supplier terms, and cancellation deadline.

Hotel bookings may be:

• Refundable before a stated deadline
• Partially refundable
• Non-refundable
• Subject to a one-night penalty
• Subject to a full-stay penalty
• Subject to hotel or supplier approval

No-show hotel bookings are usually non-refundable.

Early check-out, unused nights, rejected check-in, missing documents, late arrival, or failure to meet property rules may not qualify for a refund unless the hotel or supplier confirms otherwise or applicable law requires otherwise.

OrientTrips will apply the confirmed cancellation policy of the hotel or supplier.

10. Hotel-Initiated Changes and Cancellations

If a hotel or accommodation provider cancels, overbooks, changes, or cannot honor a confirmed reservation, the available remedy will depend on the hotel policy, supplier rules, applicable law, and the circumstances of the case.

Where available, OrientTrips may help request an alternative room, alternative property, refund, credit, or supplier-supported solution.

OrientTrips cannot guarantee a specific replacement property, room type, refund amount, or compensation unless confirmed by the hotel, supplier, or required by applicable law.

11. Train Cancellations

Book train tickets at orienttrips.com/train.

Train ticket cancellation rules depend on the rail company, route, ticket type, passenger details, and departure time.

For many Iran train tickets, refunds may need to be processed in person at the central railway station of the relevant city. Passengers may need to present their passport and ticket.

Unless the rail operator confirms different rules, the following penalties may apply:

• From ticket issuance until 12:00 p.m. one day before departure: 10% penalty
• From 12:00 p.m. one day before departure until 3 hours before departure: 30% penalty
• Within 3 hours before departure: 50% penalty
• After departure: non-refundable

OrientTrips cannot guarantee remote train refunds where the railway company requires in-person processing.

Mandatory rail passenger rights apply where required by law.

12. Bus Cancellations

Book bus tickets at orienttrips.com/bus.

Bus ticket cancellation rules depend on the bus company, route, ticket type, passenger details, and departure time.

Unless the bus operator confirms different rules, the following terms may apply:

• More than 24 hours before departure: 10% cancellation fee plus a fixed 1 EUR processing fee
• Within 24 hours before departure: non-refundable

Some bus companies apply different rules. OrientTrips will apply the confirmed policy of the relevant operator where applicable.

Mandatory bus passenger rights apply where required by law.

13. Ferry Cancellations

Book ferry tickets at orienttrips.com/ferry.

Ferry cancellation rules depend on the ferry company, route, ticket type, departure time, port rules, weather conditions, and supplier terms.

Some ferry tickets may be refundable with penalties. Some tickets may be non-refundable. Some tickets may require manual supplier confirmation before cancellation.

OrientTrips will apply the confirmed policy of the ferry operator or supplier.

Mandatory ship passenger rights apply where required by law.

14. Airport Transfer and Taxi Cancellations

Book airport transfers at orienttrips.com/transfer.

Book taxi services at orienttrips.com/taxi.

Cancellation rules for transfers and taxi services depend on the provider, vehicle type, route, pickup time, driver dispatch status, and local operator conditions.

Unless stated otherwise at the time of booking:

• More than 24 hours before pickup: cancellation may be accepted with applicable processing fees
• Within 24 hours before pickup: cancellation may be partially refundable or non-refundable
• After driver dispatch, late arrival, no-show, or failed pickup due to incorrect customer details: non-refundable

The customer must provide accurate pickup time, pickup location, drop-off location, contact number, flight number, and passenger details.

OrientTrips is not responsible for failed service caused by incorrect or incomplete information provided by the customer.

15. Visa Assistance Cancellations

Apply for visa assistance at orienttrips.com/visa.

Visa assistance fees may become non-refundable once the service has started.

This may include:

• Government fees
• Application fees
• Processing fees
• Document handling
• Consultation
• Appointment coordination
• Translation or support fees
• Third-party visa-related charges already paid or committed

OrientTrips does not issue visas and does not control immigration decisions.

A visa refusal, delay, incomplete application, missing document, embassy decision, government decision, border decision, or customer withdrawal does not make started visa assistance refundable unless required by applicable law or confirmed in the applicable service terms.

16. Travel Insurance Cancellations

Book travel insurance at orienttrips.com/insurance.

Travel insurance cancellation and refund rules depend on the insurance provider and policy terms.

Some insurance policies are non-refundable after issuance. Some policies allow cancellation only before the policy start date.

Some policies cannot be cancelled after travel begins, after coverage starts, or after a claim is filed.

OrientTrips will follow the confirmed rules of the insurance provider.

17. Tourist Card and SIM Card Cancellations

Order tourist cards at orienttrips.com/tourist-card.

Order SIM cards at orienttrips.com/sim-card.

Tourist card and SIM card cancellations depend on issuance status, activation status, delivery status, identity verification status, and supplier rules.

Unless stated otherwise:

• Orders not yet issued, activated, dispatched, or committed may be eligible for cancellation with applicable processing fees
• Issued, activated, delivered, used, or customer-activated products are usually non-refundable
• Lost, damaged, misused, or customer-activated products are non-refundable

OrientTrips will apply the confirmed rules of the relevant provider.

18. Experience and Local Activity Cancellations

Explore experiences at orienttrips.com/experience.

Experiences and local activities are separate services unless clearly stated otherwise in the specific booking terms.

Cancellation terms depend on the activity type, operator rules, guide arrangements, transport bookings, permits, entrance tickets, and third-party service costs.

Unless stated otherwise at the time of booking, the following cancellation fees may apply:

• From booking date up to 7 days before the service date: 20% cancellation fee
• From 7 days to 3 days before the service date: 40% cancellation fee
• From 3 days to 24 hours before the service date: 60% cancellation fee
• Within 24 hours before the service date or after the service starts: non-refundable

Some experiences include non-refundable components, including:

• Local operator deposits
• Guide fees
• Transport reservations
• Charter services
• Entrance tickets
• Special permits
• Private arrangements
• Third-party service commitments

These costs may not be refunded if they have already been paid, issued, reserved, or committed.

19. Multiple Individual Services in One Order

A customer may select more than one individual travel service through OrientTrips.

Each selected service may have a separate cancellation rule, supplier policy, refund condition, penalty, and processing timeline.

Cancelling one service does not automatically cancel or refund any other service in the same order.

Non-refundable components remain non-refundable even if another selected service is cancelled.

If a legally reviewed package travel product or linked travel arrangement is expressly identified in the booking flow, the specific terms and mandatory legal protections for that product will apply.

20. Provider-Initiated Cancellations

If a supplier, operator, airline, hotel, transport company, insurance provider, or other service provider cancels or cannot provide a confirmed service, OrientTrips will review the case and assist the customer according to supplier rules and applicable law.

Available options may include refund, partial refund, rebooking, alternative service, credit, voucher, or no refund, depending on the service type, supplier rules, payment status, used portion of the service, and mandatory law.

OrientTrips is not responsible for supplier-initiated cancellations, delays, operational failures, overbooking, schedule changes, strikes, weather disruption, border restrictions, or government decisions, except where applicable law requires otherwise.

21. No-Show, Late Arrival, and Unused Services

If the customer does not appear for departure, boarding, check-in, pickup, activity start, appointment, hotel check-in, or any scheduled service, the booking may become non-refundable.

This may include:

• Airline no-show
• Hotel no-show
• Transfer no-show
• Experience no-show
• Missed train departure
• Missed bus departure
• Missed ferry departure
• Late arrival after the allowed time
• Failure to provide required documents
• Failure to meet visa, passport, or entry requirements

Unused services, partially used tickets, partially used experiences, early check-out, missed segments, and voluntarily abandoned services may not qualify for a refund unless the provider confirms otherwise or applicable law requires otherwise.

22. Customer Errors

The customer is responsible for checking all booking details before payment and after confirmation.

This includes:

• Name spelling
• Passport details
• Nationality
• Travel dates
• Routes
• Departure times
• Hotel dates
• Pickup details
• Contact information
• Visa requirements
• Transit requirements
• Entry requirements
• Service conditions

Refunds may not be available for errors caused by incorrect customer information, late corrections, missing documents, expired passports, denied boarding, rejected check-in, visa refusal, immigration refusal, or failure to meet travel requirements.

23. Refund Method

Approved refunds will usually be returned to the original payment method where possible.

If the original payment method cannot receive the refund, OrientTrips may request bank account details or another approved refund method.

The customer must provide accurate refund details.

OrientTrips is not responsible for delays or failed payments caused by incorrect bank details, card restrictions, payment network delays, bank compliance checks, international transfer procedures, or currency conversion processes.

24. Refund Currency and Exchange Rates

Refunds are usually processed in the same currency and to the same payment method used for the original payment where technically possible.

If currency conversion is required, the final amount received by the customer may differ from the original payment amount because of exchange rates, bank fees, card network rules, payment provider charges, or international transfer costs.

OrientTrips is not responsible for exchange rate differences, foreign transaction fees, bank deductions, card issuer fees, or payment provider charges unless required by applicable law.

25. Refund Timeline

Once a refund is approved, eligible refunds will usually be processed within 14 working days.

This timeline starts after:

1. The provider confirms cancellation eligibility
2. The provider confirms the applicable penalty
3. OrientTrips receives or verifies the refundable amount
4. The customer provides correct refund details where required
5. Any required internal review is completed

Some refunds may take longer due to supplier delays, bank processing times, international transfer rules, card network procedures, public holidays, currency conversion, compliance checks, or payment gateway delays.

26. Service and Processing Fees

Approved refunds may be subject to an OrientTrips service or processing fee where permitted by law and disclosed in the applicable booking terms.

Unless stated otherwise at the time of booking or required by applicable law, OrientTrips may deduct an 8% service and processing fee from approved refunds.

This fee covers:

• Administrative handling
• Supplier communication
• Cancellation coordination
• Refund processing
• Payment review
• Customer support
• Operational costs

Additional non-refundable charges may include airline fees, supplier fees, charter operator fees, hotel penalties, bank charges, payment gateway charges, card network fees, currency conversion costs, and third-party service charges.

27. Taxes, Fees, and Non-Refundable Charges

Some taxes, government fees, supplier fees, service charges, booking fees, payment charges, card fees, bank fees, insurance premiums, visa-related fees, issued documents, and third-party costs may be non-refundable.

Refundability depends on the supplier rules, payment provider rules, applicable law, and the status of the service at the time of cancellation.

Where a supplier returns taxes, fees, or unused amounts to OrientTrips, OrientTrips will process the eligible refund to the customer after applying any permitted deductions and required checks.

28. Chargebacks and Payment Disputes

If the customer believes there is a problem with a booking, payment, cancellation, refund, or service, the customer should contact OrientTrips first at support@orienttrips.com.

OrientTrips will review the case and provide available booking records, supplier responses, cancellation records, refund status, or supporting documents where applicable.

If the customer opens a payment dispute or chargeback, OrientTrips may submit relevant evidence to the payment processor, card network, issuing bank, acquiring bank, or dispute review body.

Evidence may include booking records, payment confirmation, checkout acceptance records, ticket or voucher delivery, supplier rules, cancellation timestamps, refund calculations, no-show records, support communications, system logs, and proof of refund where available.

Opening a dispute or chargeback does not change the cancellation rules, refund eligibility, supplier penalties, or service conditions that apply to the booking.

29. Policy Hierarchy

If there is a conflict between different cancellation or refund terms, the following order applies to the extent legally permitted:

1. Mandatory applicable law
2. Service-specific terms shown during booking
3. Confirmed supplier rules and fare conditions for the selected service
4. This Cancellation and Refund Policy
5. General website information or marketing content

Supplier rules govern the relevant supplier service. OrientTrips policies govern the use of the OrientTrips platform, cancellation handling, refund coordination, communications, and related support.

30. Contact

For cancellation and refund questions, contact OrientTrips at support@orienttrips.com.

Website: orienttrips.com