Cancellation and refunds

1. Scope

These rules apply to orders placed on Reotour. Each product may have its own free-cancellation window, non-refundable fares, cut-off time, document requirements, and no-show rules.

If a specific product page or voucher contains a more specific cancellation rule, that product-specific rule applies to the order. If a rule is unclear, we verify it with the supplier partner.

These rules do not reduce consumer rights that cannot be limited under applicable mandatory law.

2. Before supplier-partner confirmation

After payment, Reotour manually confirms the order with the supplier partner. Before voucher issuance, the order may be pending confirmation even if payment has succeeded.

If the supplier partner cannot confirm the selected product, date, time, fare, or quantity, Reotour will offer an alternative date, time, fare, comparable product, or a full refund.

If you do not accept the proposed alternative, we will process a refund to the original payment method unless mandatory law requires otherwise.

3. After voucher issuance

After the voucher is issued, the selected product and supplier-partner cancellation rules apply. Some tickets, passes, promotional fares, group options, fixed-date services, and instant-confirmation services may be fully or partly non-refundable.

If the product allows free cancellation before a specific deadline, the request must arrive before that deadline. Cut-off time is usually calculated in the local time of the destination or venue unless the product page says otherwise.

If the product allows date or time change instead of refund, we will try to request the change from the supplier partner, but it is not guaranteed until written confirmation.

4. No-show, late arrival, and data errors

No-show means that the traveler did not arrive, arrived late, went to the wrong place, failed to present required documents, did not follow venue rules, or did not use the voucher within the required period.

If no-show occurs for a traveler-side reason, refund is usually unavailable unless the product rules provide otherwise.

If an order contains an incorrect name, date, flight, age category, quantity, or other mandatory parameter, the supplier partner may refuse admission or confirmation. Correction or refund depends on the product rules.

5. How to request cancellation

Send cancellation or change requests to info@reotour.com or reply to the order confirmation email.

Include the order number, order email, product, travel date, traveler names, reason for the request, and desired action: cancellation, reschedule, data change, or partial refund.

A request is considered received when it reaches the Reotour system. If the request is sent close to cut-off time, we cannot guarantee that the supplier partner will be able to accept the cancellation.

6. Refund method and timing

Approved refunds are processed to the original payment method through Stripe unless another method is required by law or technically necessary.

After Reotour initiates a refund, card credit timing depends on the bank, card network, and card-issuing country. It usually takes 5-15 business days, but some banks may take longer.

Exchange-rate differences, bank fees, conversion fees, and card fees are not controlled by Reotour and may not be returned by the bank.

7. Partial refunds and multiple tickets

If only part of an order is cancelled, partial refund availability depends on the product rules and the supplier partner's technical ability.

If an order contains multiple tickets or traveler categories, non-refundability of one part does not automatically mean refusal for another part; we check each part under supplier rules.

Discounts, promo codes, and package prices may be recalculated for partial cancellation. The final partial-refund amount is confirmed after review.

8. Supplier cancellation, weather, and force majeure

If the supplier partner cancels the service, closes the venue, changes the schedule, or cannot perform the service due to weather, safety, technical reasons, strike, government order, or other circumstances outside Reotour's control, we will request available options: reschedule, alternative, or refund under supplier rules.

Reotour does not compensate expenses outside the Reotour order itself: flights, hotels, transport to the venue, visas, meals, communication, or alternative services unless mandatory law requires otherwise.

9. Disputes and mandatory rights

If you disagree with a refund decision, write to info@reotour.com with the order number and description of the situation. We will re-check product rules, payment records, and the supplier partner's position.

If you open a dispute through your bank or payment network, Reotour may provide Stripe, the bank, or the payment network with order, voucher, communication, and cancellation-rule information.

Nothing in these rules limits rights that a consumer has under applicable mandatory law and that cannot be waived in advance.