Refund Policy

Refund eligibility depends on the status of the reservation, the payment stage, the supplier terms attached to the trip, and the timing of any cancellation request.

Because many travel arrangements involve supplier deposits, permit fees, accommodation holds, and scheduled services, refunds are not automatically guaranteed in full.

If a reservation request remains pending and no confirmed payment has been received, no refund process is generally required because the booking has not yet moved into a fully confirmed paid stage.

If an invoice has been issued but payment has not yet been verified, Ekeon Group may cancel the request if payment deadlines are missed or documentation is not provided.

Where a booking has been marked as paid, any refund request will be reviewed against the supplier terms, committed costs, non-refundable components, and the time remaining before travel.

Approved refunds, where available, may be partial and may exclude processing charges, currency losses, banking fees, and non-recoverable supplier costs.

All cancellation requests should be submitted in writing to Ekeon Group using the same email associated with the booking wherever possible.

The effective cancellation date is the date on which written notice is received by our team, not the date on which a traveler decides internally not to travel.

If a refund is approved, processing times may vary depending on the payment method used, the banking route, and the timelines required by third-party suppliers or payment providers.

Ekeon Group will keep the client informed during the review and refund handling process where applicable.