Legal
Refunds
Last updated 18 October 2026.
Change a date, cancel, ask for a refund or complain: use the request form →Whether you can get a refund, and how much, depends mostly on the supplier of each part of your trip. We tell you the refund terms for your booking before you confirm it, and we pass on every refund a supplier gives us.
1. When a refund is possible
- The supplier cancels or cannot deliver. You are entitled to a refund of what you paid for that part, or an alternative you accept.
- The booking has a refundable fare or rate. The refund is the amount that fare or rate allows, less any supplier cancellation charge.
- The service had a major failure under the Australian Consumer Law. You can choose a refund or a replacement as that law allows.
- We made a mistake. We correct it at our cost.
2. When a refund may not be possible
- Non-refundable fares, rates and packages, where the supplier keeps the payment if you cancel or do not travel.
- Government, embassy and visa application fees once an application has been lodged. These are charged by the authority, not by us.
- Medical consultations, tests and procedures already provided.
- A change of mind after the supplier’s cancellation deadline has passed.
Where Tumgo charges its own service fee, we state it separately before you confirm.
3. How to ask
Email us with your booking reference (it starts with TG-), your ticket or confirmation number if you have one, and the reason. We will confirm we have your request promptly and tell you the amount and the timing as soon as the supplier confirms it.
4. How and when you are paid
Refunds go back to the original payment method, in the currency you paid, as soon as the money reaches us. Airlines and overseas suppliers can take several weeks to release a refund; we tell you the date the supplier gave us and follow it up. Bank or card-network fees outside our control may reduce the amount you receive; we will tell you if that applies.
5. Your rights are not limited
Nothing on this page limits your rights under the Australian Consumer Law. If you are unhappy with how a refund was handled, see our Complaints page. The full terms of your booking are in our Terms & Conditions.