Last Updated: January 2025

At Osinovo, we aim to provide a seamless travel experience for all of our customers. This Refund Policy explains the terms and conditions regarding refunds for services booked through Osinovo. By making a booking with Osinovo, you agree to the terms outlined in this policy.

1. General Refund Terms

Refunds for services booked through Osinovo are subject to the cancellation policies of the service providers (e.g., airlines, hotels, tour operators) involved in your booking. Osinovo acts as an intermediary and works with third-party providers to process refunds based on their policies.

1.1 Refund Eligibility

  • Refund eligibility depends on the type of service, the provider’s policies, and the timing of your cancellation.
  • Refunds will only be processed if the service provider agrees to issue a refund under the terms of their specific cancellation policy.
  • In some cases, you may be eligible for a partial refund if only part of the booking is canceled (e.g., unused nights at a hotel or a missed flight leg).

1.2 How to Request a Refund

  • All refund requests must be submitted in writing via email to [email protected].
  • Include your booking reference number, full name, and a detailed description of the issue or request for a refund.
  • We may require additional documentation to process your refund, such as proof of payment or evidence of the cancellation.

1.3 Refund Processing Time

  • Refund processing times depend on the service provider and the type of service. Please note that it can take up to 14-30 business days for refunds to be processed, depending on the provider’s refund policy.
  • In some cases, refunds may take longer, especially for third-party service providers or complex cases (e.g., international flights).

2. Refunds for Specific Services

2.1 Flights

  • Refundable Flights: If you have booked a refundable flight ticket, you may be eligible for a full or partial refund based on the airline’s cancellation policy. Refund requests must be made directly with Osinovo or through the airline, and will be processed according to the airline’s terms.
  • Non-Refundable Flights: Non-refundable flight tickets generally do not qualify for a refund unless the cancellation is due to exceptional circumstances, such as:
    • Flight cancellation by the airline
    • Medical emergencies (documentation required)
    • Government-imposed travel restrictions (e.g., due to COVID-19)

    In these cases, Osinovo will assist in filing a claim with the airline for a possible refund or rebooking.

  • Flight Changes: If you need to make changes to your flight (e.g., a change in dates or destinations), airlines typically charge change fees and may require you to pay the difference in fare.

2.2 Hotel Accommodations

  • Refundable Hotel Bookings: If you made a refundable hotel booking and cancel within the hotel’s cancellation window, you will be eligible for a full refund according to the hotel’s policy. This is usually within 24-48 hours before check-in.
  • Non-Refundable Hotel Bookings: For non-refundable bookings, cancellations typically result in no refund, though you may be eligible for a partial refund or credit, depending on the hotel’s policy.

    Some hotels may offer to reschedule your stay instead of issuing a refund, depending on the circumstances.

2.3 Tour Packages

  • Refundable Tours: If you cancel a tour package within the specified cancellation period set by the tour operator (usually 7-14 days before departure), you will be eligible for a refund, less any applicable cancellation fees.
  • Non-Refundable Tours: If you cancel after the cancellation window has passed or do not show up for your tour, you may not be entitled to a refund. Certain fees may be non-refundable depending on the tour operator’s policy.

    If your tour is canceled by the operator or due to unforeseen events (e.g., weather or safety concerns), you may receive a full refund or be offered alternative dates or services.

2.4 Car Rentals

  • Refundable Car Rentals: If you cancel a car rental booking within the free cancellation period (usually 24-48 hours before pick-up), you will be eligible for a full refund.
  • Non-Refundable Car Rentals: Non-refundable car rental bookings are typically not eligible for a refund, especially if canceled after the free cancellation window.

2.5 Other Services (Transfers, Cruises, Activities)

  • Refunds for Other Services: Refunds for other services, such as airport transfers, cruises, and activity bookings, depend on the cancellation policies of the individual providers. In many cases, services may be partially refundable if canceled within the provider’s specified timeframe.

    Please review the cancellation and refund terms at the time of booking for specific details.

3. Special Circumstances for Refunds

3.1 Force Majeure

In the event of unforeseen circumstances that are beyond our control, such as natural disasters, political unrest, pandemics, or government restrictions (e.g., COVID-19), Osinovo will work with the relevant service providers to offer alternatives or process refunds where applicable. However, please note that in these cases, not all refunds may be issued as many travel providers operate under strict policies regarding such events.

3.2 Medical Emergencies

If you need to cancel due to a medical emergency, we may be able to assist you in obtaining a refund or rescheduling your travel. Please provide supporting medical documentation, such as a doctor’s note or hospital records, to initiate the refund process.

3.3 Travel Restrictions

In cases where travel restrictions prevent you from reaching your destination (e.g., due to government-imposed lockdowns or entry bans), you may be eligible for a refund or travel credit, depending on the provider’s policy.

4. Refund Methods

  • Refunds will generally be made to the original payment method (credit card, debit card, bank transfer, etc.).
  • If the original payment method is no longer available (e.g., expired card), we will work with you to arrange an alternative method for the refund.
  • Some refunds may be issued as travel credits for future bookings, particularly in cases where the refund is not available in cash.

5. Refund Disputes and Escalation

If you are dissatisfied with a refund decision or have not received a refund within the expected time frame, please contact us at [email protected]. We will work with you to resolve the issue as quickly as possible.

If you still feel the issue has not been resolved satisfactorily, you can escalate your complaint to relevant regulatory authorities or seek legal recourse as needed.

6. Contact Us

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us:

7. Changes to the Refund Policy

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