Last Updated: January 2025

At Osinovo, we understand that travel plans can change unexpectedly. This Cancellation Policy provides you with clear guidelines on how to cancel your bookings and any associated fees or terms. By making a booking with Osinovo, you agree to the following cancellation terms.

1. General Cancellation Terms

  • Cancellation Requests: All cancellations must be submitted in writing via email to [email protected]. You must include your booking reference number, details of the services booked, and the reason for cancellation.
  • Cancellation Fees: Cancellation fees, if applicable, will be assessed based on the type of booking, the service provider (e.g., airline, hotel, tour), and the timing of the cancellation. These fees will be deducted from any refunds you are entitled to.
  • Refund Process: After your cancellation request is confirmed, any applicable refunds will be processed according to the cancellation policies of the service providers involved (e.g., airlines, hotels, tour operators). Please allow up to 14 working days for refund processing.
  • Non-refundable Fees: Certain services, such as airline tickets or special package deals, may have non-refundable portions. Any such non-refundable fees will be clearly communicated at the time of booking.

2. Flight Cancellations

  • Airline Policies: All flight cancellations are subject to the airline’s specific cancellation policies. These policies vary depending on the airline and the fare type you selected at the time of booking.
  • Refundable Tickets: If you purchased a refundable ticket, you may be eligible for a partial or full refund based on the airline’s terms. Refund requests must be made within the allowed time frame set by the airline.
  • Non-Refundable Tickets: Non-refundable tickets typically do not qualify for a refund unless the cancellation is due to exceptional circumstances (e.g., flight cancellations by the airline, medical emergencies, etc.). In these cases, Osinovo will assist in filing a claim with the airline, but approval is at the airline’s discretion.
  • Flight Change Fees: If you wish to change your flight, the airline’s change fee policies apply. Changes may also require payment of any fare differences.

3. Hotel/Accommodation Cancellations

  • Hotel Policies: All hotel bookings are subject to the property’s specific cancellation policies. These vary depending on the hotel, room type, and rate chosen.
  • Free Cancellation Period: Most hotels offer free cancellations within a specific period (e.g., 24 hours, 48 hours, or 7 days) before check-in. You can cancel your reservation within this window without incurring a cancellation fee.
  • Late Cancellations: If you cancel after the free cancellation period has passed, the hotel may charge you a cancellation fee, which could be the cost of one night’s stay or a higher percentage depending on the hotel’s policy.
  • No-Show Policy: If you fail to check in at the hotel without prior cancellation, you may be charged the full cost of your stay.
  • Refund Process: Refunds for canceled hotel bookings will be processed in accordance with the hotel’s cancellation policy. If you are entitled to a refund, it will be processed within 7-14 business days.

4. Tour & Vacation Package Cancellations

  • Tour/Package Policies: Tours and vacation packages are subject to the specific cancellation policies of the tour operators and service providers involved.
  • Standard Cancellation Period: Many tours and vacation packages offer free cancellations within a certain period before the departure date. The standard period is typically 7-14 days, but it can vary based on the tour and provider.
  • Late Cancellation: Cancellations made within 7 days of departure may incur a fee of up to 100% of the booking cost, depending on the tour operator’s policy.
  • Refunds: Refunds for canceled tours or vacation packages are processed according to the tour operator’s terms. If a refund is granted, it may take up to 14-30 days to process, depending on the provider.

5. Car Rental Cancellations

  • Car Rental Policies: Car rental cancellations are subject to the terms of the rental company, which may vary.
  • Free Cancellation Period: Most car rental services offer a 24-hour cancellation window before the scheduled pickup time. Cancellations made within this period are typically free of charge.
  • Late Cancellations: If you cancel less than 24 hours before your reservation or do not show up to pick up the vehicle, the rental company may charge a cancellation fee, which could be the full amount of the rental.
  • Refund Process: Any eligible refunds for car rental bookings will be processed according to the rental company’s terms and may take 7-10 business days.

6. Special Offers & Non-Refundable Products

  • Non-Refundable Deals: Some special promotions or discounted products may have non-refundable conditions. These conditions will be clearly stated at the time of booking. Once booked, no cancellations or refunds will be allowed.
  • Partial Refunds: In cases where partial refunds are permitted (e.g., unused portions of a package or accommodation), the refund will be processed after considering the non-refundable portions of the booking.

7. Force Majeure (Unforeseen Circumstances)

In case of unforeseen circumstances beyond our control, such as natural disasters, war, political unrest, strikes, or pandemics, cancellations may be handled differently. Osinovo will work with the relevant service providers to accommodate changes or offer refunds in such exceptional cases.

8. How to Cancel Your Booking

To cancel your booking with Osinovo, please follow these steps:

  1. Email Us: Send an email to [email protected] with the following details:
    • Your booking reference number
    • Your full name
    • The services you wish to cancel (flight, hotel, tour, etc.)
    • The reason for cancellation (if applicable)
  2. Confirmation: After we receive your cancellation request, you will receive a confirmation email with details of your cancellation request and any applicable fees.
  3. Refund Processing: If you are eligible for a refund, it will be processed within the timeframe specified by the relevant service provider. Please note that refunds may take up to 14-30 business days, depending on the type of service and the provider’s policy.

9. Contact Us

If you have any questions regarding our Cancellation Policy or need assistance with a booking cancellation, please contact us:

10. Changes to the Cancellation Policy

Osinovo reserves the right to update or modify this Cancellation Policy at any time. Any changes will be posted on this page and will become effective immediately upon publication. We recommend you review this policy periodically for any updates.