Cancellation & Refund Policy
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How cancellations and refunds work for Adam Vacations holiday packages
How cancellations and refunds work for Adam Vacations holiday packages
How cancellations and refunds work for Adam Vacations holiday packages
This Cancellation & Refund Policy explains when and how you may cancel a payment or Booking with Adam Vacations, and when refunds are — and are not — possible. It forms part of our Terms & Conditions. Because holiday packages are built from services provided by independent airlines, hotels and other Suppliers, refunds depend heavily on the rules of those Suppliers. Please read this policy carefully before you pay.
There are two very different situations, and the outcome is very different in each:
2.1 If you make a payment and then ask us to cancel it within a short window on the same day — for example, within minutes of paying — and before we have confirmed or ticketed your Booking with any Supplier, we can reverse the payment to you.
2.2 In this situation we deduct only a nominal payment-gateway processing fee, typically 2% to 3% of the transaction value, depending on your card type. This fee is charged to us by the payment processor when you pay and is not returned to us when a payment is reversed, so it cannot be refunded. Different card types attract different gateway rates — for example, domestic debit cards are usually at the lower end, while international, credit and premium cards (such as certain corporate or rewards cards) are typically at the higher end.
Example: You pay today and, ten minutes later — before we have confirmed anything with the airline or hotel — you ask for your money back. We can reverse the payment and refund you, deducting only the gateway processing fee of about 2–3% based on the card you used.
2.3 Once we have begun confirming or ticketing your Booking with a Supplier — which can happen quickly — this immediate-reversal option is no longer available, and the rules in Sections 3 and 4 apply instead.
3.1 Once an itinerary is booked and confirmed, each part of it is controlled by the Supplier that provides it. Airlines control their tickets; hotels control their rooms; tour and transfer operators control their services. Whether you can cancel, and whether any money is returned, is determined by that Supplier’s fare rules, rate conditions and cancellation terms — not by Adam Vacations.
3.2 If the flights and hotels in your Booking are non-refundable, there is no money to return, and no refund is possible. This applies even where you cancel well before your travel date, because the Supplier has already treated the booking as final.
3.3 Where a service is refundable or partly refundable, any refund is limited to the amount the Supplier actually returns to us, after deducting the Supplier’s cancellation charges and any non-refundable payment-gateway fees. We pass on what we are able to recover — we cannot refund money we have already paid out and cannot get back.
It is reasonable to ask, “I paid — why can’t I simply get my money back?” The honest answer is that, once a booking is confirmed, your money is usually no longer with us. Here is what actually happens behind the scenes:
In short: after confirmation we can only return to you what the relevant Suppliers actually return to us. If your flights and hotels are non-refundable, there is genuinely nothing to refund — the money is held by the Suppliers under their own terms, not by Adam Vacations.
5.1 All cancellation and refund requests must be made in writing to support@adamvacations.com, quoting your booking reference. The effective date of cancellation is the date we receive your written request during business hours.
5.2 On receiving your request we will tell you, based on the applicable Supplier rules, whether any refund is possible and, if so, how much and how long it is expected to take.
6.1 Approved refunds are made to the original payment method used for the Booking, unless we agree otherwise or this is not possible.
6.2 Refund timelines depend on the Suppliers and your bank or card issuer. Once we process a refund, it may take several business days — and in some cases longer for Supplier-side refunds — to appear on your statement. We will keep you informed of the status.
7.1 Where only part of your Booking is refundable, we will refund the recoverable portion and retain or pass on Supplier charges for the non-refundable portion. Amendments to a confirmed Booking (such as date or name changes) are treated as Supplier transactions and may carry their own fees in addition to any fare or rate difference.
8.1 If you do not show up for a flight, hotel stay or other service, or do not use part of your Package, no refund is due for the unused services unless the relevant Supplier expressly provides one.
9.1 If we or a Supplier cancels a confirmed service, we will offer a suitable alternative where possible or refund the amount we are able to recover from the Supplier for the affected service. Our liability in these circumstances is as set out in our Terms & Conditions.
10.1 Where cancellation results from events beyond reasonable control (as described in our Terms & Conditions), refunds remain subject to what Suppliers are willing or able to return. Suppliers may, at their discretion, offer credits or rebooking instead of refunds, and we will pass on whatever options are made available.
11.1 If you initiate a chargeback or payment dispute for a Booking that has been correctly confirmed and is governed by these terms, we reserve the right to contest it with evidence of the confirmed Booking and the applicable Supplier and cancellation rules.
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