Refund & Cancellation Policy

Overview

Travel Orbit acts as a travel agent, arranging flights, holidays, and Umrah packages on behalf of Principal Suppliers (airlines, hotels, and operators). Because your travel contract sits with the supplier, refunds are determined both by the supplier’s fare or booking rules and by this policy. This page explains, in plain terms, what happens when you cancel, what happens when a supplier cancels, and how and when refunds are processed. It should be read together with our Terms & Conditions, which govern in full.

1. If you cancel your booking

Agency administration fee. A non-refundable administration fee of £75 per passenger applies to all cancellations processed by Travel Orbit. This is separate from, and in addition to, any penalties imposed by the Principal Supplier.

Supplier fare rules. Most published and contracted airfares are entirely non-refundable and non-changeable once tickets have been issued. The fare rules attached to your specific ticket take precedence and are confirmed to you at the point of booking.

Package bookings. Deposits paid against package holidays are non-refundable. Cancellation of a package within 29 days of the scheduled departure date incurs a cancellation charge equivalent to 100% of the total booking value.

No-shows and missed segments. If you do not check in for a flight segment, the airline will typically cancel all later segments on the same ticket automatically. No refund is payable in that case, and onward travel must be re-booked at prevailing fares at your own expense.

2. If the airline or supplier cancels or makes a major change

Where a Principal Supplier cancels your flight or holiday, or makes a significant change to it, you are entitled to the refund of all sums due to you in respect of the cancelled services, less any element already provided. We will request that refund from the supplier on your behalf and pass it to you as set out in section 4.

Minor schedule changes. A change to a flight schedule of less than 12 hours from the originally confirmed time is treated as a minor change and does not, by itself, give rise to a right of refund or cancellation without penalty.

What to do. If you are notified of a cancellation or major change — by us, the airline, or the operator — contact us at info@travelorbit.co.uk or 02039323459 and we will confirm your options (a refund, or an alternative where available) and begin processing without delay.

3. ATOL-protected bookings

Where your booking is a flight-inclusive package protected under our ATOL licence, your financial protection for that package applies in accordance with the ATOL scheme, and your ATOL Certificate sets out what is covered.

4. How and when refunds are processed

Any refund due to you is made to the original payment method. Where a refund arises because a package was terminated, we process it without undue delay and, in any event, no later than 14 days after the contract is terminated, in line with the Package Travel and Linked Travel Arrangements Regulations 2018. Where a refund depends on first recovering sums from a Principal Supplier, we pass the recovered amount to you promptly once it is received.

Fly-Now-Pay-Later bookings. If you paid using an instalment facility, any refund recovered is applied against your outstanding loan balance to the extent permitted by the lender. Cancelling a trip does not cancel the credit agreement, and if a refund is less than the balance owed you remain liable to the lender for the shortfall.

5. Umrah and specialised religious travel

Once an Umrah visa application has been submitted on your behalf, the visa fee is non-refundable regardless of the outcome. Hotel allotments in Makkah and Madinah during peak periods (including Ramadan and the December school-holiday window) are sold to us on a non-refundable, non-transferable basis and inherit those conditions.

6. Disputes and chargebacks

If you have a concern about a booking, fee, or supplier charge, please raise it with us in writing first and allow a minimum of 14 business days for us to investigate and respond before escalating to your bank or card issuer. By booking with us you agree not to initiate a card chargeback in respect of our agency administration fees, non-refundable deposits, or supplier penalties correctly passed on to you. Full detail is set out in our Terms & Conditions.

7. How to request a refund or cancellation

Email info@travelorbit.co.uk or call 02039323459 with your booking reference. We will confirm the applicable supplier rules and any fees, process the cancellation, and action any refund due in line with this policy.

Travel Orbit Ltd · Registered in England and Wales · ATOL Protected