eZAY TRAVELS AND TOURS LTD · eZay Travels

Refunds & Cancellations

What is refundable, by whom, through which route, and how long it takes · Effective 22 September 2026
The 14-day cooling-off period does not apply to flights. Under the Consumer Contracts Regulations 2013, passenger transport services booked for a specific date are excluded from the right to cancel. Whether you can cancel, and what you get back, is set by the airline's fare rules shown before you paid.

1. Cancelling a booking you no longer want

SituationWhat you get backWho pays itTypical timing
Refundable fare, cancelled before departureFare less the airline's cancellation fee; unused government taxes; eZay margin and any amendment fee are not refundedAirline, via the route that issued the ticketDuffel route: airline processing, typically 7–20 working days. Faremine route: via IATA BSP, typically 2–4 weeks after the airline approves. We pay out to your card within 5 working days of receiving the funds.
Non-refundable fareUsually only refundable government taxes (Air Passenger Duty and similar), where the airline permits; some carriers deduct an admin feeAirlineAs above
Within 24 hours of bookingSome airlines allow free void within 24 hours; where available we apply it in full, including our marginAirline / eZaySame-day request → 5–10 working days
No-showGoverned by fare rules; normally nothing beyond refundable taxesAirlineAs above

2. The airline cancels or significantly changes your flight

3. Refunds we make because of our error

If we ticket the wrong flight, name or date and it is our fault, we correct it at our cost or refund you in full including our margin, within 5 working days.

4. Refund method

Refunds always go back to the original payment card through Stripe. We cannot refund to a different card, by bank transfer or in cash. Your bank may take a further 3–5 working days to show the credit.

5. Airline insolvency

A flight-only ticket issued immediately through the Duffel route is not ATOL protected. A ticket issued through the Faremine route carries an ATOL Certificate where applicable, which states what is protected. If an airline fails and no ATOL Certificate applies, your protection is from the card you paid with — Section 75 of the Consumer Credit Act for credit-card payments of £100–£30,000, or chargeback for debit cards — and from travel insurance that covers scheduled airline failure. We will support your claim with documentation.

6. Chargebacks

Please contact us before raising a chargeback; most issues are resolved faster directly. A chargeback raised for a ticket that was validly issued and used, or that is subject to airline fare rules, will be contested with the airline's ticketing records.

7. How to request a refund

  1. Email manager@ezaytravels.co.uk (or WhatsApp) from the contact on the booking, quoting the booking reference and passenger names.
  2. We acknowledge within 1 working day, tell you what the fare rules allow and which route issued the ticket, and submit the request to the airline through that route.
  3. We update you when the airline responds and pay out to your card within 5 working days of receiving funds.