Refund and Cancellation Policy

Refunds and cancellations depend primarily on the terms of the service provider (the airline, the hotel or the tour operator). Some fares and bookings are non-refundable under the rules of those providers, regardless of our wishes.

Where an Alza Travel service fee applies for preparing the booking, it is usually non-refundable, because it reflects work already carried out.

If you wish to cancel, please notify us as soon as possible. The refundable amount is calculated according to the provider's terms at the moment of cancellation, minus any non-refundable fee and our service fee.

The closer the cancellation is made to the travel date, the higher the fees retained by the providers tend to be.

If a service is cancelled by the provider (e.g. a flight cancellation) or cannot be provided, we will help you secure a refund or an alternative according to the provider's rules. Recoverable amounts are returned to you after we have received them from the provider.

Airline tickets are subject to the airline's fare rules. Many economy tickets are non-refundable or allow only a refund of the taxes. Changes (date, name) may carry additional fees set by the airline.

Hotels and packages have specific cancellation deadlines (e.g. free cancellation up to X days before check-in). After the deadline, fees of up to the full value may apply. The exact terms are given in the offer before payment.

• Contact us at [email protected] or +383 46 860 666 with the booking number.
• We verify the provider's terms and notify you of the refundable amount.
• After your confirmation, we begin the refund procedure.

Refunds are made in the same payment method you used (e.g. to the card with which you paid). The timeframe depends on the provider and the bank, but usually concludes within 14–30 business days after the refund has been approved.

Requests for changes (dates, names, itinerary) are handled according to the possibilities and rules of the provider and may result in a price difference or change fees.

In exceptional cases (natural disasters, travel restrictions, etc.), the options for refund or rescheduling depend on the policies of the service providers in force at that moment.

For any matter related to cancellations or refunds, contact us at [email protected] or +383 46 860 666.