Last Updated: November 3, 2025
Policy Status: Secondary to Supplier Terms
This Refund and Cancellation Policy is an integral part of the main bookarlo Terms and Conditions. It governs the process for initiating, calculating, and receiving refunds for services booked through the bookarlo Platform (Flights, Events, and other travel-related services).
1. The bookarlo Intermediary Position
The fundamental principle of this policy is that bookarlo acts solely as a booking intermediary. We process transactions on behalf of third-party Suppliers (Airlines, Event Organizers, etc.).
- Supplier Control: The eligibility, quantum, and timeline of any refund (excluding bookarlo's own non-refundable service fees) are determined entirely by the specific fare rules, ticket class, and cancellation policy of the respective Supplier.
- User Responsibility: By confirming a booking, you acknowledge and agree to the Supplier’s refund, cancellation, and no-show policies, which were made available to you during the booking process.
2. Cancellation Initiation and Procedure
All cancellations must be initiated through the bookarlo Platform or by contacting our Customer Support team.
Step
Action Required
Critical Note
1. Request Submission
The User must submit a formal cancellation request via the Platform's designated 'Manage Booking' section or email.
The effective cancellation time is the moment bookarlo acknowledges the request, not the time the request is sent.
2. Supplier Policy Check
bookarlo submits the request to the Supplier and verifies the applicable cancellation terms, fees, and refundable amount.
For time-sensitive cancellations (within 48 hours of departure/event), we strongly recommend calling both bookarlo and the Supplier directly.
3. Confirmation & Calculation
bookarlo confirms the Supplier's charges and calculates the final refund due (if any) after deducting both the Supplier's penalty and the bookarlo Processing Fee.
You will be notified of the estimated refund amount before the cancellation is finalized (where technically possible).
4. Refund Processing
The refund process is initiated once bookarlo receives the credited funds back from the Supplier.
bookarlo cannot process your refund until the Supplier has confirmed the cancellation and remitted the appropriate funds to us.
3. Non-Refundable Charges
The following charges are categorically non-refundable under all circumstances, irrespective of the Supplier's policy or the reason for cancellation:
- bookarlo Service Fee / Convenience Fee: The fee charged by bookarlo for the initial facilitation, search, and booking of the service.
- bookarlo Refund Processing Fee: A separate administrative fee charged by bookarlo to cover the costs associated with processing the cancellation request, liaising with the Supplier, and managing the financial reversal. This fee will be deducted from the total refundable amount.
- Insurance Premiums: Any travel insurance purchased at the time of booking is non-refundable upon cancellation, unless otherwise stated by the insurance provider.
4. Refund Eligibility and Amount
The final refund amount is calculated based on the following formula:
Final Refund =Original Booking Amount- Supplier Penalty - bookarlo Service Fee - bookarlo Processing Fee
Scenario
Refund Eligibility
Non-Refundable Fares/Tickets
Typically, only recoverable government taxes (if any) are eligible for a refund, less all bookarlo and Supplier fees.
Cancellations Close to Departure
High penalties (often 100%) are levied by Suppliers. Refund will likely be zero, or limited to taxes.
Confirmed Full Refund by Supplier
You will receive the full amount paid, minus only the bookarlo Service Fee and the bookarlo Processing Fee.
No-Show
No-shows are treated as 100% loss of the booking value. Refunds are generally not applicable, except for some recoverable taxes.
5. Timeline for Refund Processing
We commit to initiating the refund request immediately upon confirmation of cancellation. However, the completion of the refund is heavily dependent on external parties.
- Supplier Remittance: Suppliers typically take between 7 to 30 business days to review the cancellation and remit the refundable amount to bookarlo. This timeline is outside of our control.
- bookarlo Processing: Once funds are received by bookarlo, the transfer to your original payment method will be initiated within 3 to 7 business days.
- Bank Posting: Your bank or credit card company may take an additional 5 to 10 business days to post the credit to your account statement.
Total Expected Timeline: Please allow up to 60 calendar days from the date of cancellation acknowledgment for the refund to reflect in your account, though it is often completed sooner.
6. Special Circumstances
A. Involuntary Cancellations (Supplier-Initiated)
In the event a flight is cancelled by the airline or an event is postponed/cancelled by the organizer:
- bookarlo will process any refund or alternative option (e.g., rebooking, credit) provided by the Supplier.
- If the Supplier grants a full refund, bookarlo will refund the full amount including the original bookarlo Service Fee. The bookarlo Processing Fee for the refund will be waived.
- If the Supplier offers a travel voucher or credit, this is subject to the Supplier's specific terms of use and validity.
B. Force Majeure
Refunds due to major events beyond human control (e.g., natural disaster, pandemic-related government travel restrictions, declared state of emergency) will be governed solely by the extraordinary policies announced by the specific Suppliers and, if applicable, the relevant regulatory bodies at that time. bookarlo will act in accordance with these directives.
For any queries or to check the status of a refund, please contact bookarlo Customer Support, citing your Booking Reference Number.
