Overview
We understand that travel plans can change unexpectedly. If you need to cancel your flight, we're here to help. Whether a booking is refundable depends on the airline’s fare rules, which we cannot override. Please note that most low-cost or budget airline tickets are non-refundable.
Quick Facts
Refund eligibility depends on your fare type (refundable or non-refundable).
PayLater Travel (PLT) charges a cancellation service fee of 10% of your booking total (max $150 per passenger) for refundable fares.
Airlines apply their own fees, which are separate from PLT’s and vary by airline.
Refunds may take 4–10 weeks due to airline processing delays.
Bookings must be fully paid before any cancellation, refund, or credit can be processed.
Refundable Bookings
If your fare is refundable, PLT can cancel your booking and initiate the refund process with the airline.
Fees Involved:
PLT Cancellation Fee: 10% of your total booking, capped at $150 per person.
Airline Cancellation Fee: Varies by airline and fare conditions.
Refund Process:
Request cancellation via your account or through our support team.
We will confirm the total fees and the refundable amount.
Once confirmed, the refund will be processed to your original payment method.
Refund processing may take 4–10 weeks, depending on the airline.
📌 Make sure your payment details in your customer portal are up-to-date. If a refund attempt fails, we may request your bank details to issue it manually.
Non-Refundable Bookings
If your fare is non-refundable, refunds are generally not permitted. However, once your payment plan is complete, you may have two options:
1. Change Your Flight
Subject to availability, we can work with the airline to change your travel dates or destination.
Costs may include:
Airline change fee
Fare difference
Supplier reissue fee
2. Convert to Airline Credit
Some airlines allow your booking value to be converted into credit once fully paid.
Conditions typically include:
Credit must be used with the same airline and same passenger.
New flight must be in the same or higher cabin class.
Credits are non-transferable and often valid for 12 months from the original ticket issue date.
Rebooking fees may apply when using credit.
Contact us once your payment plan is complete to check if this option is available.
Important Note on Payments
If you miss payments and fail to inform us, we may cancel your booking, and you may not be eligible for a refund or credit. A cancellation fee may still apply.
If you're struggling to make your next instalment on a non-refundable ticket, you can request a payment extension to keep your booking active.
Exceptional Circumstances (Waivers)
Some airlines may waive cancellation or change fees under extraordinary circumstances, such as:
A death in your immediate family
A serious medical condition that prevents you from flying
To apply for a waiver:
Collect supporting documents (e.g. death certificate or a doctor’s note).
Submit them to our support team.
We’ll liaise with the airline to assess eligibility.
You’ll be updated on the outcome.
Approval is not guaranteed and is at the airline’s discretion.
How Do I Know If My Ticket is Refundable?
You’ll see refund information clearly displayed:
During Search: Refundability is shown in flight details.
At Checkout, A warning appears if the flight is non-refundable.
In Your Confirmation Email: This will also confirm if your fare is refundable.
Refund Calculation
If the total cancellation fees are less than the amount you've paid, the difference will be refunded.
If the fees are more than what you've paid, you’ll need to pay the shortfall before cancellation can be processed.
FAQs
Can I cancel one person in a group booking?
The full booking must be paid before individual cancellations can be considered.
Can I change my travel date instead of cancelling?
Yes—subject to change fees and fare differences.
Can I get travel credit before finishing my payment plan?
No. Airline credit can only be issued once your booking is fully paid.
What if airline credit is declined?
If credit isn’t possible, we’ll help explore change options (e.g. new dates). If no action is taken, non-refundable tickets are usually forfeited.
What documentation is needed for a medical waiver?
A doctor’s certificate that states the medical condition and travel restriction, covering your flight dates.
Cancellation Process
Bookings Made After January 17, 2024
If you have booked your flight on PayLater Travel after January 17 2024 you can request a cancellation directly on our website! To do so:
Go onto your dashboard (https://www.paylatertravel.com.au/bookings)
Press the flight you want to cancel
You will see a cancel booking button - press this
You will be informed if your flight is refundable or not. If your flight is refundable you can simply request a cancellation. We will calculate the cancellation fee and inform you of the fee via email. This fee includes the supplier's fee, airline fee, and our fee. If your flight is non-refundable we will indicate as such.
Once you accept the cancellation fee we will process your cancellation. If the amount you have paid to date is less than the cancellation fee you will need to pay the shortfall upfront before we process your cancellation. If the amount you have paid is more than the cancellation fee, you will be refunded this difference. Note it can take some time to receive the refund from the airline which we then pass on to you.
From left to right: Press cancel booking, view if your flight is refundable (this flight is), and request a cancellation.
Bookings Made Before January 17, 2024
If you want to cancel your booking please reach out to us via chat, and select the cancel flight request option. We will then ask you for your booking ID and the reason why you want to cancel your flight. Whether you can secure a refund on your flight is dependent on the fare policy for your booking. We will check your booking's fare policy and let you know if you are eligible for a refund or not if you cancel the flight.
This Cancellation Policy is in line with our Terms & Conditions which can be found on our website: