Refund Protect is an optional extra you can add when you book. It's provided by Protect Group (you may also see them as Refundable.me) — not by PayLater Travel.

If something outside your control stops you travelling, you can apply to Protect Group for a refund of your booking, even though the fare itself is non-refundable.

Refund Protect is not insurance. It isn't a free-cancellation option and it isn't a change-of-mind refund. Protect Group assess every application individually and decide the outcome, so a refund isn't guaranteed.

You would have seen it as a separate line at checkout, and it was charged as part of your deposit.

Your booking confirmation from us includes a note about Refund Protect in the Additional Information section. That note appears on every booking confirmation, whether or not you added a policy — so it isn't confirmation that you have one.

Your fare rules will also show as normal. That's expected: your fare conditions are set by the airline and haven't changed, and Refund Protect is a separate route to a refund through Protect Group. The two sit alongside each other.

If you did add Refund Protect, Protect Group sent you a separate email with your link to apply. That email comes from them rather than from us, so it won't be part of your PayLater Travel booking confirmation.

Not sure whether you added it? Get in touch and we can check your booking for you.

Applications need to be made within 60 days of your travel date.

You apply directly to Protect Group. PayLater Travel can't submit an application for you, and we aren't part of the decision.

It's an easy email to miss. Check your junk or spam folder for a message from Protect Group or Refundable.me. If you still can't find it, contact us and we'll send you a fresh link.

Protect Group publish the full list of situations they consider, the evidence needed for each, and what they don't cover, on their website: refundable.me.

The situations they list are generally things outside your control — illness or injury, a death in the family, unexpected redundancy or jury service, for example. Their published terms are the only accurate guide, so please read those rather than relying on a summary.

PayLater Travel can't tell you whether your situation qualifies. Only Protect Group can, and they'll assess it when you apply.

Applying doesn't pause your payment plan. Until an application is approved and your booking is cancelled, your instalments are still due as normal.

Please keep them up to date — falling behind can affect your booking separately from anything happening with your Refund Protect application.

Protect Group will refund you directly for what you've paid — you don't need to request it from us. We'll cancel your booking, and there's nothing further you need to do.

We know that's a frustrating outcome. A few things worth knowing:

That one's ours to sort out, not Protect Group's — please contact us and we'll help.

Refund Protect doesn't apply where someone else is responsible for refunding you, so an airline cancellation isn't something to apply to them for.

Refund Protect doesn't automatically move with your booking if you change your dates. Please talk to us before you make a change so we can check whether your Refund Protect can be moved across. It isn't always possible, and where it is, there may be a fee to pay.

You can cancel Refund Protect and have the fee refunded within 14 days of buying it. Just let us know.

After 14 days the fee is non-refundable, and it isn't returned if you cancel your booking later on.

If you're not sure what applies to your booking, contact our team and we'll point you in the right direction.