Refunds and cancellations

Flights are issued through Duffel, an IATA-accredited agent. Each fare carries the airline’s conditions, which we show in plain words before you pay: whether it can be refunded before departure, whether it can be changed, and any fee. When you cancel a refundable fare, we request the refund from the airline through Duffel the same day and return it to your original card through Stripe, or to your travel credit if that is how you paid, as soon as the airline releases it, typically within 7 to 20 days. Non-refundable fares are not refunded, though taxes and fees the airline returns are passed on in full. Changes are re-priced within the fare rules and you see the difference before anything moves.

Each hotel rate is either free-cancellation until a stated date and time, or non-refundable. The deadline is shown on the rate before you book and in Trips afterwards. Cancellations inside the free window are refunded to the original payment method within 5 business days. Cancellations after the deadline follow the hotel’s rule, which may be one night or the full stay.

Cancel up to 12 hours before pickup for a full refund. Within 12 hours, half the fare is charged. Once the chauffeur is en route, the full fare is charged. If your flight is delayed, the pickup moves with it at no cost.

A plan can be refunded in full until it is installed on a device. Once installed or activated it cannot be refunded, and unused data stays valid for the plan’s duration.

Travel credit is prepaid value on your Odyrel account. It is credited only when Stripe confirms the payment, is applied to bookings first, and does not expire. Unspent credit is refundable to the original payment method on request, within 10 business days. Credit that came from a refunded booking can be withdrawn the same way.

Any Odyrel service fee is shown as its own line before you pay. It is refunded in full when a booking is canceled within the supplier’s free-cancellation rules, and not refunded when the supplier charges a cancellation fee.

Tell the concierge in the app, or write to hello@odyrel.com with your booking reference. You will see the exact amount due back before you confirm the cancellation, and a receipt once Stripe has processed it.