cancellation and refund policy

We understand that travel plans can change. This policy outlines the terms and conditions for cancellations and refunds on bookings made through Paperplane.

1. General Cancellation Policy

Cancellation terms vary depending on the type of booking and the policies of individual service providers (hotels, tours, experiences). The specific cancellation policy applicable to your booking will be clearly stated in your booking confirmation.

2. How to Request a Cancellation

To cancel a booking, please:

• Email us at [email protected] with your booking reference
• Include the reason for cancellation (optional but helpful)
• Specify if you need to cancel the entire booking or specific components

We will process your request and confirm the applicable cancellation charges and refund amount within 2 business days.

3. Cancellation Timelines

Cancellation charges are determined by the actual terms per your booking confirmation and the policies of the individual service providers. As a general illustration, charges tend to increase closer to the travel date — but the specific refund amount applicable to your booking will always be communicated to you before we process any cancellation.

4. Non-Refundable Bookings

Certain bookings may be non-refundable, including:

• Specially negotiated rates marked as non-refundable
• Peak season or festival period bookings
• Last-minute bookings
• Flight tickets (subject to airline policies)

Non-refundable terms will always be clearly disclosed before you confirm your booking.

5. Paperplane Service Fee

A service fee may be charged for processing cancellations and refunds. This covers administrative costs and will be deducted from your refund amount. The fee amount will be communicated before processing your cancellation.

6. Refund Process

6.1 Refund Timeline

Once a cancellation is approved, refunds will be processed within 7-14 business days. The actual credit to your account may take additional time depending on your bank or payment provider.

6.2 Refund Method

Refunds will be credited to the original payment method used for booking. Alternative refund methods may be considered on a case-by-case basis.

7. Modifications to Bookings

If you wish to modify your booking (change dates, add travelers, upgrade accommodation), please contact us as early as possible. Modifications are subject to availability and may incur additional charges or change fees.

8. Cancellation by Service Providers

In rare cases, hotels or experience providers may cancel confirmed bookings. If this occurs, Paperplane will:

• Notify you immediately
• Offer alternative arrangements of comparable or better quality where possible
• Process a refund up to the amount recovered from the supplier if no suitable alternative is available

9. Force Majeure

In circumstances beyond our control (natural disasters, pandemics, civil unrest, government travel advisories), we will work with suppliers to secure the best possible outcome for you, which may include:

• Rescheduling your trip at no extra charge
• Travel credit for future bookings
• Partial or full refunds where suppliers permit

10. Contact Us

For cancellation requests or questions about refunds, contact us at [email protected].