Booking Cancellations: Process and Cost Minimization

You can cancel many services yourself from the order page. Before you confirm, you see the penalty and the exact refund.

My trips (/app/orders) → open the order → the service card.

Open the order.
On the service card, click the cancel button:
- Cancel hotel: for a hotel booked through Travel Code that can still be cancelled, before check-in.
- Cancel the train (or the matching button for a bus or ferry): for a refundable fare on an active booking.
- Cancel with penalty: for an issued flight ticket, before the flight.
Review the cancellation window: service, travellers, price, cancellation penalty and total refund.
Confirm the cancellation, or keep the booking.
The service shows as awaiting cancellation. The page updates when the supplier confirms, and the service becomes Cancelled.

The refund shown is what will come back to you, and it never exceeds what you have paid for the order.
How the refund is calculated:
- trains, buses and ferries: the carrier's refund amount minus penalties and fees;
- flights: the airline's refund amount where available, or a full refund within a free-cancellation window;
- hotels: according to the hotel's cancellation policy for the date you cancel.
The refund goes to your company's balance on the platform. If the trip was paid by both the company and an employee, the refund is split: the company gets its share back the way it paid, and the employee gets theirs back to the card they paid with.
Orders in a closed accounting period can't be changed from the order page. Contact support.
For a service without a cancel button on its card, send your request via the support chat or email your account manager.

If a cancellation is charged at the full cost incurred, you can ask us to review it.

Send a minimisation request to book@travel-code.com with:
- a formal request on your company's letterhead;
- a scan of the traveller's written cancellation request stating the reason;
- if the reason is illness, official medical certificates in English.
Processing takes up to 10 business days.
If a refund is approved, send a refund request to book@travel-code.com using the official refund request form.
On request, we can provide official confirmation of the actual costs withheld by the supplier.

Why is the refund lower than the price? The supplier keeps a cancellation penalty or fee. The cancellation window shows it before you confirm.

Can the refund be more than I paid? No. The refund offered is capped at what has been paid for the order.

Where does the money go? To your company's balance on the platform. For split payments, each payer gets their share back as described above.

I clicked cancel, but the service still shows as awaiting cancellation. We're waiting for the supplier to confirm. The page updates when they do.

I don't see a cancel button. The service may be non-refundable, already used, or cancellable only by our team. Message support and we'll help.

Still have questions? Message us in the support chat or at support@travel-code.com.