1.Overview

This Refund Policy explains how WiseTravel Technology Limited ("WiseTravel", "we", "us") handles cancellations, changes, and refunds for bookings made on wise-travel.com. It applies to flight bookings and any ancillary services purchased through our platform.

WiseTravel acts as an intermediary between you and the travel Supplier (the airline or other service provider). The fare conditions set by the Supplier determine whether a booking is refundable, and on what terms. This policy describes what we commit to on our side — how quickly we process refunds, how to reach us, and what to expect.

This Refund Policy forms part of, and should be read together with, our Terms & Conditions.

2.Eligibility for refunds

Whether your booking is refundable depends on the fare rules of the Supplier you purchased from. At the time of booking, the fare rules are displayed before you confirm payment.

While your tickets are being issued

After your payment is received, your booking first enters a short ticket-issuing stage — shown on your order page as “Issuing tickets” — while the airline issues your tickets and assigns a booking reference (PNR). You can still request a cancellation and refund during this stage, under the fare conditions described below. The cancellation fee that applies is the same whether or not your ticket has already been issued, so the cost of processing a booking is recovered regardless of timing. Ticketing is generally completed within 48 hours; if the airline needs any further information from you, we will contact you using the details on the booking, and you receive a confirmation email the moment your tickets are issued. You are not charged again at this stage.

Refundable fares

If your fare is marked as refundable, you may cancel through your order page and request a refund. Before you confirm, we show you the exact amount that will be refunded, itemised as amount paid − non-refundable add-ons − cancellation fee = your refund, where non-refundable add-ons are any optional extras (seat selection, extra baggage) you purchased. The same breakdown is repeated in your cancellation email. The cancellation fee shown is the total fee that applies; by confirming the cancellation you accept it.

Non-refundable fares

Non-refundable fares cannot be refunded once the booking is confirmed, except for the portion of taxes and government fees that the Supplier is legally required to return. We will process any such refundable taxes on your behalf if the Supplier releases them.

Before vs. after departure

Refunds and changes are only available before the first flight on your itinerary departs, and only where the fare you purchased was shown as refundable or changeable. After departure, every ticket is strictly non-refundable and non-changeable — no cancellation, change, or refund can be made once travel has begun, regardless of the fare conditions that applied beforehand. The exact cancellation fee or change fee, or an explicit "non-refundable" / "non-changeable" status, is always displayed before you pay, so there are no open-ended "see airline rules" outcomes.

Partially used tickets

For partially used itineraries, no refund is available once travel has commenced; only taxes or government fees that the Supplier is legally required to return may be refundable, where applicable.

3.How to request a refund

You can request a refund in two ways:

• Through your order page: sign in, open the relevant booking under My Orders, and click "Request cancellation". This is the fastest route.
• By email: contact [email protected] with your order number and the reason for the request.

We acknowledge every refund request within 1 business day. Once the Supplier confirms the cancellation, we move to the processing stage below.

4.Refund processing timeline

Refunds are returned to the same payment method used for the original purchase. We cannot redirect a refund to a different card or account.

If the refund hasn’t arrived

If the refund has not appeared in your account 5 business days after approval, please contact us at [email protected] with your order number. We will provide the acquirer reference number (ARN) so your bank can trace the payment, and we will follow up with the payment provider on your behalf until it is resolved.

5.Service fees and non-refundable items

The total you paid at checkout may include items beyond the base fare. The following are generally non-refundable once a booking is confirmed:

• WiseTravel’s service fee, where applicable.
• Payment processing fees passed through from the payment provider.
• Optional ancillaries (seat selection, baggage, insurance) that have been used or are non-refundable under the Supplier’s rules.

The refundable portion of your order is shown to you before you confirm the cancellation.

Optional extras — baggage and seat selection

Optional extras are priced per traveller, per leg, and shown before you pay. They are confirmed with the airline after payment. Once purchased, optional extras are non-refundable if you later cancel your booking — they are excluded from the refundable amount and are not returned by the cancellation fee. The only exception is an extra we were unable to fulfil:

• Advance seat selection (Any seat, Window or Aisle) is a paid, optional service. If we are unable to secure a seat that matches your request for a particular leg, the seat fee for that leg is refunded and you choose your own seat at airport check-in. Choosing not to reserve a seat is free. The seat fee is otherwise non-refundable if you cancel.
• Extra checked baggage that cannot be added with the airline is refunded for the affected traveller and leg. It is otherwise non-refundable if you cancel.

6.Cancellation by the Supplier

If a Supplier cancels your flight or makes a significant schedule change, we will notify you by email as soon as we receive the update. You will be offered, where available:

• A re-booking on an alternative flight at no additional cost; or
• A full refund of the affected portion of your booking.

Refunds for Supplier-initiated cancellations follow the same processing timeline described in section 4. WiseTravel is not liable for the schedule change itself, but we will assist you in obtaining the refund or re-booking the Supplier has authorised.

7.Changes to a booking

If you need to change passenger details, dates, or routing, the options depend on the Supplier’s fare rules. Some changes can be made through your order page; others require us to coordinate with the Supplier on your behalf. Where the Supplier permits a change, you are responsible for any fare difference and any change fee the Supplier charges. Refunds arising from a change (for example, a credit on a fare-difference downgrade) follow this Refund Policy.

8.Disputed charges

If you believe a charge on your card is incorrect or you have not received a service you paid for, please contact us first at [email protected] and allow us a reasonable period (at least seven days) to investigate. We aim to resolve refund and billing issues directly — in most cases this is faster than a card-issuer dispute, and filing a chargeback while a refund request is already in progress can delay the resolution, because the funds become locked during the dispute window.

Charges that are valid under our Terms & Conditions — for example a non-refundable fare, a paid optional extra, or a cancellation fee you accepted before confirming a cancellation — are not grounds for a chargeback. If a chargeback is raised against a valid charge, we will contest it with the transaction evidence we hold, including the terms and fare conditions you accepted at checkout, the price you confirmed, the 3-D Secure authentication, and your booking confirmation and ticket. This does not affect any genuine right you have to dispute a charge that is in fact incorrect or unauthorised.

9.Contact us

For any question about this Refund Policy or a specific refund:

• Email: [email protected]
• Company: WiseTravel Technology Limited
• Hong Kong office: Room A, 7/F, 721 Star House, 3 Salisbury Road, Tsim Sha Tsui, Hong Kong
• UK office: Unit A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom