1. Refundable amounts
A refund is available only when the airline, hotel, tour operator or other supplier permits it, or when required by applicable law. Non-refundable fares, promotional rates, used or partly used services, no-shows, visa/application fees, insurance premiums and committed supplier deposits may not be recoverable.
2. How to request a refund
Contact us at info@skymateholidays.com or 03078680747 with the lead passenger name, booking reference, service to cancel and reason. The request is considered received when our team acknowledges it. Urgent requests should also be made by phone or WhatsApp.
3. Deductions
Any approved refund may be reduced by supplier cancellation penalties, already-used services, payment or bank charges, currency differences, taxes that the supplier does not return, and a Skymate cancellation or processing fee disclosed with the booking.
4. Processing time
We submit eligible requests promptly after receiving all required information. Supplier approval and remittance commonly take several weeks and may take longer for airlines, international providers or complex bookings. After funds reach Skymate, we will return the approved amount through the original method where practical. Bank processing time is additional.
5. Changes, credits and rebooking
Some suppliers provide a travel credit or date change instead of cash. Credits may have passenger, route, expiry and fare-difference restrictions. We will explain the option offered by the supplier before acting on it.
6. Visa refusal or delay
A visa refusal, delayed decision or change in entry requirements does not automatically make travel services refundable. Embassy, visa-centre, biometric, translation and Skymate preparation fees are generally non-refundable once work or submission has begun. Flight, hotel and package refunds remain subject to their individual terms.
7. Supplier cancellation
If a supplier cancels a service, the supplier may offer a refund, replacement or credit. We will assist in obtaining the remedy available under the booking terms, but cannot advance funds before receiving them from the supplier unless legally required.
8. Chargebacks
Please contact us first so we can review the booking and supplier response. An unsupported chargeback may delay resolution and does not cancel obligations under the booking terms.