Effective Date: 21/08/2025
Last Updated: 21/08/2025
At Tumgo, we are committed to providing exceptional travel experiences. We understand that plans can change, and we strive to be as fair and transparent as possible with our refund process. Please read the following policy carefully to understand your rights and responsibilities when requesting a refund.
1. General Refund Guidelines
Refund eligibility depends on the type of service booked and the policies of our travel partners (airlines, hotels, tour operators, etc.). Tumgo acts as an intermediary and must adhere to the cancellation and refund rules set by these providers.
2. Eligibility for Refunds
You may be eligible for a full or partial refund under the following circumstances:
- Cancellations made within a specified time frame, usually within 24–48 hours of booking, depending on the service provider’s policy.
- Cancellations due to force majeure (e.g., natural disasters, government restrictions, pandemics), where the provider allows for refund or credit.
- Booking errors caused by Tumgo or one of our agents.
3. Non-Refundable Situations
Refunds are generally not available in the following cases:
- Cancellation after the provider’s cancellation window has closed.
- “No-shows” or failure to check in on time for flights, hotels, or tours.
- Non-refundable bookings as marked at the time of purchase.
- Costs incurred due to incorrect information provided by the customer (e.g., name misspellings, passport errors).
4. Refund Process
To request a refund, please contact us at the phone number provided to you upon the placing of your order. When reaching out, please include your full name, booking reference number, and the reason for your refund request.
We will:
Inform you of the outcome and any applicable refund amount.
Review your request.
Contact the relevant service provider if necessary.