1. Eligibility for Refunds

Refunds may be available in the following situations, subject to applicable supplier terms and conditions:

• Cancellation of bookings or purchases within the permitted time frame shown at checkout or in your confirmation.
• Non-delivery of a product or service due to an error on our part.
• Verified issues with product or service quality confirmed by our team and/or the supplier.

Note: Many travel products (air, rail, bus, hotel, car rental, attractions, eSIM, insurance, transfers) are provided by third-party suppliers whose refund/change rules will apply in addition to this policy.

2. Refund Request Process

To initiate a refund request:

• Email our support team at support@WellsTravels.com.
• Include your booking ID or purchase details, payment reference, and the email/phone used at checkout.
• Provide a clear explanation of the issue and attach any supporting documents (e.g., screenshots, confirmations, supplier correspondence).

Refund requests must be submitted within 7 days of the issue occurrence unless supplier rules specify a different window.

3. Non-Refundable Items

Refunds will not apply to:

• Services that have already been utilized (e.g., completed stays, flown segments, used tickets, activated eSIM/data packs).
• Non-refundable fares, rates, deposits, packages, and add-ons as indicated during the purchase process or in supplier fare rules.
• Products damaged due to misuse or mishandling.
• No-show cases where the traveler failed to meet check-in, boarding, pickup, or redemption requirements.

4. Refund Timeframe

• Once approved, refunds are typically processed within 7–10 business days by us.
• Where a supplier must first remit funds to us, the timeline may extend until the supplier completes their processing.
• Your bank or card issuer may require additional time to post the credit.

5. Method of Refund

• Refunds are credited to the original payment method used for the transaction whenever possible.
• If the original method cannot be used, we may offer an alternative such as store credit or bank transfer, where permitted.
• Currency conversions and exchange rate differences are determined by your bank or payment provider.

6. Supplier Rules and Fees

Supplier policies (airline, hotel, rail, bus, car rental, attraction, telecom, insurance, transfer partners) may impose their own refund/change conditions and fees.

Where permitted, changes or cancellations may incur supplier fees and, if applicable, our administrative fee disclosed at the time of service.

7. Partial or Pro-Rata Refunds

In some cases, only unused portions may be refundable, and taxes or third-party charges may be excluded per supplier policy.

8. Incorrect Charges and Duplicates

If you believe you were incorrectly charged or charged twice, contact us within 7 days with proof of charge so we can investigate with the payment provider and supplier.

9. Chargebacks

If you file a chargeback, we may provide documentation to your bank demonstrating the validity of the charge. Unauthorized or fraudulent disputes may lead to booking cancellation and account review.

10. Force Majeure and Events Beyond Control

Disruptions due to events such as weather, strikes, operational issues, or government restrictions are generally handled under the supplier’s policies. We will assist with available options as per the supplier’s rules.

11. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date.

12. Contact

For refund requests or questions, please contact:

Email: support@WellsTravels.com