Refund & Cancellation Policy
Last Updated: 31 July 2026
This Refund & Cancellation Policy explains how cancellations, changes, and refunds are handled for bookings made through TravelWheel, across Flight Booking, Hotel Reservations, Holiday & Tour Packages, Airport Protocol, Airport Transfers, Travel Insurance, Visa Assistance, and other Services. It should be read together with our Terms & Conditions and Payment Policy.
Refund eligibility, timelines, and fees are ultimately determined by the airline, hotel, insurer, or other Third-Party Supplier's own policy, and not solely by TravelWheel. Always review the fare or rate rules shown at the time of booking.
General Principle
TravelWheel facilitates cancellation and refund requests on your behalf with the relevant Third-Party Supplier. Because the underlying travel product (flight ticket, hotel room, insurance policy, tour package) is provided by that Supplier, refunds are subject to the Supplier's terms and are not guaranteed simply because a cancellation request has been submitted.
Airline Refund Rules
Flight refunds are governed by the fare rules of the operating airline at the time of ticket issuance. Some fares are fully refundable, some are refundable subject to a penalty, and others are entirely non-refundable. Where a refund is approved by the airline, TravelWheel will process it to you upon receipt of the funds from the airline, less any applicable TravelWheel service fee. Airline-initiated cancellations or significant schedule changes may entitle you to a refund or rebooking in accordance with the airline's own policy and applicable aviation consumer protection regulations.
Hotel Refund Policies
Hotel bookings are subject to the cancellation policy displayed at the time of booking, which may range from "free cancellation" up to a specified date, to "non-refundable" promotional rates. Where a booking is cancelled outside the free cancellation window, the hotel may charge a cancellation fee up to the full value of the first night, or the entire stay, depending on the rate booked.
Supplier-Specific Conditions
Holiday & Tour Packages, Airport Protocol services, Airport Transfers, and Travel Insurance policies each carry their own cancellation windows and refund conditions, which will be communicated to you at the point of booking or set out in the relevant product-specific terms (see our Airport Protocol Service Terms and Travel Insurance Terms). Where a Service is bundled (for example, a package including flights and hotel), each component may be subject to a different cancellation policy.
Non-Refundable Bookings
Certain fares, rates, and promotional offers are explicitly marked as non-refundable at the time of booking. By proceeding with payment for a non-refundable booking, you acknowledge and accept that no refund will be due in the event of cancellation, except where required by law or where the Supplier itself cancels or significantly alters the booking.
Partial Refunds
Where a booking includes multiple components (for example, flights, hotel, and protocol services) and only some components are cancelled or refundable, TravelWheel will process a partial refund reflecting only the refundable portion, less applicable service fees and any Supplier-imposed penalties on the retained components.
Service Fees & Administrative Charges
In addition to any Supplier cancellation or change penalty, TravelWheel applies a non-refundable administrative service fee to cover the cost of processing cancellations, refund requests, and rebookings. The applicable service fee will be disclosed to you before you confirm a cancellation or refund request.
Processing Timelines
Once a refund is approved by the relevant Supplier, TravelWheel will process the refund to your original payment method or preferred bank account within a reasonable period, typically between 7 and 30 business days, depending on the Supplier's own processing time and the payment channel used. Refund timelines communicated by TravelWheel are estimates and may vary based on factors outside our control, including airline and bank processing schedules.
How to Request a Cancellation or Refund
To request a cancellation or refund, please contact TravelWheel customer support through our Contact / Help page, quoting your booking reference. We will confirm the applicable cancellation charges and expected refund amount, if any, before proceeding, and will only cancel a booking upon your written confirmation.
TravelFlex Cancellations
If you cancel a booking financed through TravelFlex, TravelWheel will determine the refundable amount, if any, under the applicable Supplier rules and this Policy. Cancellation of the travel booking does not automatically cancel or vary the separate loan with Fast Credit. Any finance balance, adjustment, or repayment consequence is governed by the TravelFlex Fast Credit Loan Agreement and must be resolved with Fast Credit. TravelWheel will provide booking and refund information reasonably required to support that process.
Contact Information
For all cancellation and refund enquiries, please reach us via our Contact / Help page or write to us at 74, Ayangburen Road, Ikorodu, Lagos, Nigeria.
By using TravelWheel's website, mobile platforms, or booking channels, or by making a booking or payment through TravelWheel, you acknowledge that you have read and understood the Refund & Cancellation Policy and the other policies applicable to your use of our Services.