Refund & Cancellation Policy
Effective Date: 30 May 2026
At Rely Group, we aim to provide a smooth and reliable booking experience for all clients. Please review our cancellation and refund policy carefully before confirming any booking.
1 General Policy
All cancellations and refund requests must be submitted in writing via email or WhatsApp using the contact details provided on our website. Refund eligibility may vary depending on the accommodation provider, airline, transfer partner or third-party supplier involved in the booking.
2 Accommodation Bookings
- Cancellations made more than 14 days before check-in may qualify for a partial or full refund, depending on the supplier's terms.
- Cancellations made within 14 days of check-in may be partially refundable or non-refundable.
- Same-day cancellations and no-shows are generally non-refundable.
3 Airport Transfers & Transport Services
- Cancellations made at least 24 hours before pickup may qualify for a refund.
- Cancellations made less than 24 hours before pickup are generally non-refundable.
- Missed pickups caused by incorrect information provided by the client are not refundable.
4 Flights & Third-Party Services
Flight tickets, tours and third-party services are subject to the cancellation and refund policies of the individual provider or airline. Rely Group is not responsible for airline schedule changes, delays or cancellations outside our control.
5 Flexible Payment Plans
For bookings secured through installment or flexible payment arrangements:
- Deposits are generally non-refundable unless otherwise agreed in writing.
- Failure to complete scheduled payments may result in cancellation of the booking and loss of the deposit paid.
- Refunds on partially paid bookings will depend on supplier commitments already made.
All bookings using Rely Group's flexible payment plan must be paid in full no later than 21 days before the scheduled departure date. If full payment is not received by this deadline, Rely Group reserves the right to cancel the booking and apply the cancellation terms outlined in this Refund & Cancellation Policy.
6 Processing Time
Approved refunds may take between 5–14 business days to process depending on the payment provider and banking institution.
7 Force Majeure
Rely Group shall not be held responsible for cancellations, delays or disruptions caused by events outside reasonable control including:
- Weather conditions
- Government restrictions
- Natural disasters
- Political instability
- Airline disruptions
- Strikes or transportation issues
8 Amendments
Booking amendments are subject to availability and may incur additional costs depending on suppliers and timing.
9 Contact Us
By confirming a booking with Rely Group, you acknowledge and accept this Refund & Cancellation Policy.