Refund Policy

Company Information

Company: SMARTRIP LTD
Company Number: 1111
Registered Address: 167–169, 5th Floor, Great Portland Street, London, England, W1W 5PF
Business Hours: Monday – Saturday: 9:00 AM – 6:00 PM (UK time)

1. Consultancy Service Refunds

SMARTRIP LTD provides independent holiday-planning consultancy services. Our refund policy applies only to fees paid directly to us for our services:

• Initial Consultation: Free of charge - no refund applicable
• Detailed Itinerary Planning: Paid service starting from £25
• Cancellation Before Work Begins: Full refund of consultancy fees
• Cancellation After Work Begins: No refund for services already rendered

2. Travel Booking Refunds

Since SMARTRIP LTD does not book flights, hotels, or travel services on your behalf, all travel bookings are made directly by you with your chosen provider. Therefore:

• All refund requests must be directed to the airline, hotel, or travel provider
• Refunds are governed by the provider's terms and conditions
• SMARTRIP LTD cannot guarantee refunds for travel bookings
• We can assist you in understanding provider refund policies

3. Consultancy Fee Refund Process

If you need to request a refund for consultancy fees paid to SMARTRIP LTD:

Step 1: Submit Written Request

Email us at info@smartrip.co.uk with your refund request, including:

• Your full name and contact details
• Date of payment and amount
• Reason for refund request
• Any supporting documentation

Step 2: Review Process

We will review your request within 5 business days and respond with our decision.

Step 3: Refund Processing

If approved, refunds will be processed within 14 business days to the original payment method.

4. Non-Refundable Services

The following services are non-refundable once rendered:

• Research and comparison of flight options
• Detailed itinerary planning
• Travel advice and guidance provided
• Time spent on consultation calls

5. Airline Refund Information

For travel bookings made directly with airlines, typical refund policies include:

• Refundable Fares: Full or partial refund with cancellation fee
• Non-Refundable Fares: No refund, may offer travel credit
• No-Show: No refund for missed flights
• Processing Time: 10-12 weeks for airline processing

Always review the fare rules before booking with any airline.

6. Flight Changes vs Cancellations

Understanding the difference:

• Flight Change: Modify dates/times, subject to change fees + fare difference
• Cancellation: Cancel booking entirely, subject to refund policy
• No-Show: Miss flight without notice, typically no refund available

7. Travel Insurance

We strongly recommend purchasing comprehensive travel insurance that covers:

• Trip cancellation and interruption
• Medical emergencies and evacuation
• Lost, delayed, or damaged baggage
• Travel delays and missed connections
• Pre-existing medical conditions (if covered)

Travel insurance may provide coverage for cancellations that are not refundable by airlines or other providers.

8. Dispute Resolution

If you are dissatisfied with our refund decision:

• First: Contact us to discuss your concerns
• Second: Submit a written appeal with additional information
• Final: We will provide a final decision within 10 business days

9. Contact Information

Last updated: April 2026