Overview
We understand travel plans change. If you need to cancel, we're here to help. Whether a booking can be refunded depends on the airline's fare rules, which we can't override — most low-cost and budget airline tickets are non-refundable. But there are several situations where you have more options than the fare rules alone suggest, so please read on or just ask us.
Quick facts
Refund eligibility — depends on your fare type, refundable or non-refundable.
PayLater Travel cancellation fee — 10% of your total booking or $150 per passenger, whichever is lower.
Airline cancellation fee — charged separately by the airline; varies by carrier and fare.
Refund timeline — up to 10 weeks, though most are processed sooner.
No PayLater Travel fee applies if the airline cancelled your flight, or where the airline grants a waiver.
If the airline cancelled or changed your flight
This isn't a customer cancellation and it's treated differently. Where the airline cancels your flight, or makes a significant change you don't accept, you're usually entitled to a refund regardless of your fare type — and no PayLater Travel cancellation fee applies.
If you can't travel because of illness or bereavement
Airlines often have waiver policies that go beyond standard fare rules — including on non-refundable fares. Common grounds are a death in your immediate family, or a serious medical condition preventing you from flying.
How it works:
Tell us what's happened and send your supporting documents — a medical certificate stating the condition and that you're unable to travel on your flight dates, or a death certificate plus proof of relationship.
We liaise with the airline on your behalf. You don't need to contact them yourself.
We'll come back to you with the outcome within 7 days.
You do not need to complete your payment plan first, and you don't need to have cancelled anything before talking to us. Approval is at the airline's discretion and we can't guarantee it, but we will always ask.
Documents are treated confidentially and securely discarded once the process is complete.
While a waiver is being assessed, tell us if you need your scheduled payments paused — we'll look at that separately rather than leaving the debits running while you wait.
How to request a cancellation
Through your account:
Go to your account.
Select the booking you want to cancel.
Under Manage Your Booking, click Cancel Booking.
Or just message us with your booking reference and tell us you'd like to cancel. If the website isn't working for you, or you can't see the button, you don't need to use it — we can start the request at our end.
What happens next:
You'll receive an email within 24–48 hours with your cancellation options and any applicable fees.
The cancellation only proceeds once you confirm that quote by replying to the email.
Clicking "Cancel Booking" does not cancel your flight on its own.
If you don't receive the quote email within 48 hours, tell us — don't assume it's still coming. It's worth checking your spam folder first.
What happens to your payments
Your instalments are collected by us, so we're the ones who can stop them — but they don't stop automatically when you ask to cancel. Payments continue until the cancellation is confirmed.
If you need the debits paused sooner, tell us and we'll look at it straight away rather than waiting for the cancellation to complete.
If a payment was taken after you asked to cancel, tell us — you don't need to chase your bank.
If you can't remove or update your card on the website, don't try to solve it yourself. Message us and we'll handle it at our end.
Cancellation fees
PayLater Travel cancellation fee — 10% of your total booking or $150 per passenger, whichever is lower.
Airline cancellation fee — varies by carrier and fare conditions.
Neither applies where the airline cancelled your flight or where a waiver is granted.
Taxes are often refundable even on a non-refundable fare. If you don't fly a segment, the taxes on it can frequently be recovered.
How your refund is calculated
If the total cancellation fees are less than what you've paid, the difference is refunded to you.
If the fees are more than what you've paid, there'll be a shortfall to settle before the cancellation can be completed. We'll always show you the full breakdown first.
How long a refund takes
Refunds can take up to 10 weeks from the date your cancellation was confirmed, though most are processed sooner. The airline has to approve and release the funds before we can return them to you.
Refunds go back to the original payment method used for each transaction.
We usually won't have an update during that period, so there's no need to check in while you're inside the window — but do contact us straight away if it's been longer than 10 weeks, if the airline has told you it already sent the refund to us, or if you're still being charged.
Non-refundable bookings: your alternatives
If your fare is non-refundable, a cash refund may not be possible — but you usually have other options.
1. Change your flight
We may be able to rebook you for a new date or destination, subject to fare rules and availability.
Potential costs: airline change fee, supplier reissue fee, and any fare difference.
Learn how to change your flight →
2. Convert to airline credit
Some airlines will convert your booking into travel credit. Typical conditions:
Valid for the same airline and the same passenger
The new flight must be in the same or higher cabin class
Validity periods vary by airline — we'll confirm yours
Rebooking fees usually apply when the credit is used
Your payment plan generally needs to be complete before credit can be issued
We redeem airline credit for you. Because we issued the original ticket, we rebook against the credit on your behalf — the airline won't apply it to a booking you make yourself. Just tell us where and when you'd like to travel.
Not all airlines offer credit. Ask us and we'll check what's available on your fare.
If you're having financial difficulty
Please talk to us before missing a payment. Depending on your circumstances there may be more than one option — including rescheduling or pausing payments — and the earlier you tell us, the more of them are available.
Don't assume the only options are keeping up with the plan or losing what you've paid. Tell us what's going on and we'll work through it with you.
If you have travel insurance
Check whether your policy covers cancellation for your circumstances — some cover any reason, others only unforeseen events. If it applies, file the claim with your provider directly. We're happy to provide any documentation you need to support it.
FAQs
Can I cancel one person on a group booking?
Sometimes — it depends on the fare rules and on whether tickets have been issued yet. Tell us as early as possible, because the options are wider before ticketing within the cooling off period.
Can I change my travel date instead of cancelling?
Yes, subject to change fees and any fare difference.
Can I get airline credit before finishing my payment plan?
Usually not — we require the ticket to be fully paid before converting it. If that's a problem for your situation, talk to us.
What if airline credit isn't available?
We'll look at change options with you. If nothing works on your fare, we'll tell you plainly where that leaves you and what you can do next.
What documentation do I need for a medical waiver?
A doctor's certificate stating the condition and the travel restriction, covering your flight dates.
What documentation do I need for a bereavement waiver?
A copy of the death certificate and proof of your relationship to the deceased — a birth certificate, marriage certificate, or similar.
This cancellation policy is in line with our Terms & Conditions:
Terms and Conditions Australia · Terms and Conditions USA