Travel Orbit acts as a travel agent, arranging flights, holidays, and Umrah packages on behalf of Principal Suppliers (airlines, hotels, and operators). Because your travel contract sits with the supplier, refunds are determined both by the supplier’s fare or booking rules and by this policy. This page explains, in plain terms, what happens when you cancel, what happens when a supplier cancels, and how and when refunds are processed. It should be read together with our Terms & Conditions, which govern in full.
Agency administration fee. A non-refundable administration fee of £75 per passenger applies to all cancellations processed by Travel Orbit. This is separate from, and in addition to, any penalties imposed by the Principal Supplier. Third-party card-processing costs incurred on your transaction are likewise non-refundable, as they are charged to us by the payment provider and are not returned to us when a booking is cancelled.
What you can recover depends on what you booked. Cancellation terms fall into three categories:
Global flights. Refunds are governed entirely by the airline’s fare rules. Most promotional and contracted (wholesale) fares are 100% non-refundable and non-changeable once tickets are issued. Where the fare rules do permit a refund, a £75 Travel Orbit administration fee per passenger applies to processing it. Travel Orbit acts only as an agent; if the airline refuses or delays a refund, Travel Orbit is not financially liable.
Tailored holidays. Package deposits are non-refundable. Cancellation is subject to tiered charges based on how many days before departure we receive your written notice, rising to a charge equivalent to 100% of the total booking value for cancellations within 29 days of departure. Please note: many hotel rooms, transfers, excursions, and local activities are 100% non-refundable from the time of booking. Where our suppliers’ cancellation penalties are stricter than our tiered charges, the supplier’s terms will apply and you will be liable for the full cost of those non-refundable elements.
Umrah packages. Umrah bookings involve non-refundable Saudi visa costs and block ground and accommodation allocations. Deposits used to lock in airfares are strictly non-refundable. The full Umrah terms are set out in section 5.
No-shows and missed segments. If you do not check in for a flight segment, the airline will typically cancel all later segments on the same ticket automatically. No refund is payable in that case, and onward travel must be re-booked at prevailing fares at your own expense.
Where a Principal Supplier cancels your flight or holiday, or makes a significant change to it, you are entitled to the refund of all sums due to you in respect of the cancelled services, less any element already provided. We will request that refund from the supplier on your behalf and pass it to you as set out in section 4.
Minor schedule changes. A change to a flight schedule of less than 12 hours from the originally confirmed time is treated as a minor change and does not, by itself, give rise to a right of refund or cancellation without penalty.
What to do. If you are notified of a cancellation or major change — by us, the airline, or the operator — contact us at [email protected] or 02039323459 and we will confirm your options (a refund, or an alternative where available) and begin processing without delay.
Supplier default and force majeure. Travel Orbit accepts no liability for bookings cancelled, amended, or delayed due to factors outside our control, including supplier insolvency, weather, strikes, or government actions. Any refunds in these scenarios are strictly subject to what we successfully recover from the Principal Supplier.
Where your booking is a flight-inclusive package ATOL protected via our licensed ATOL supplier partners, your financial protection for that package applies in accordance with the ATOL scheme, and your ATOL Certificate sets out what is covered.
Any refund due to you is made to the original payment method. Where a refund arises because a package was terminated, we process it without undue delay and, in any event, no later than 14 days after the contract is terminated, in line with the Package Travel and Linked Travel Arrangements Regulations 2018. Where a refund depends on first recovering sums from a Principal Supplier, we pass the recovered amount to you promptly once it is received.
Fly-Now-Pay-Later bookings. If you paid using an instalment facility, any refund recovered is applied against your outstanding loan balance to the extent permitted by the lender. Cancelling a trip does not cancel the credit agreement, and if a refund is less than the balance owed you remain liable to the lender for the shortfall.
Once an Umrah visa application has been submitted on your behalf, the visa fee is non-refundable regardless of the outcome. Hotel allotments in Makkah and Madinah during peak periods (including Ramadan and the December school-holiday window) are sold to us on a non-refundable, non-transferable basis and inherit those conditions.
If you have a concern about a booking, fee, or supplier charge, please raise it with us in writing first and allow a minimum of 14 business days for us to investigate and respond before escalating to your bank or card issuer. By booking with us you agree not to initiate a card chargeback in respect of our agency administration fees, non-refundable deposits, or supplier penalties correctly passed on to you. Full detail is set out in our Terms & Conditions.
Email [email protected] or call 02039323459 with your booking reference. We will confirm the applicable supplier rules and any fees, process the cancellation, and action any refund due in line with this policy.
Travel Orbit Ltd · Registered in England and Wales · ATOL Protected
