How We Handle Refunds and Cancellations, Behind the Scenes
Refunds and cancellations are where trust is really tested. Anyone can be helpful when a trip goes smoothly, but how a company handles it when plans change tells you who they really are. Here is an honest look, behind the scenes, at how Book with Hadey handles refunds and cancellations.
Honesty before you book
It starts before you even pay. We tell you the rules that apply to your booking upfront, whether a fare is refundable or not, and what changing or cancelling would involve. You should never be surprised by a policy after the fact, so we make it clear from the start.
Before your booking is confirmed
If you need to cancel before we have confirmed and issued your booking, contact us straight away and we will tell you exactly what can be refunded. At this early stage, there is often more flexibility, and we work to get you the best outcome we can.
After your booking is confirmed
Once a booking is confirmed and tickets or reservations are issued, refunds depend on the rules of the airline, hotel or supplier. Some fares are refundable, others are not. We do not make these rules, but we always explain them honestly and help you understand your options.
Our service fee
We are upfront about our service fee too. It covers work that is already done once your booking is processed, so it is generally non refundable. We would rather tell you this plainly than hide it, because transparency about money is at the heart of how we work.
How to request a refund or cancellation
The process is simple. Contact us with your booking reference, tell us what you need, and we will guide you through it. A real person handles your request, checks the rules that apply, and helps you get the best result possible. You are never left navigating it alone.
We act on your behalf
When a refund or change is possible, we deal with the airline, hotel or supplier on your behalf where we can, saving you the stress of doing it yourself. Having someone in your corner, who knows the process, makes a difficult moment far easier to handle.
When things are out of our hands
Sometimes the rules simply do not allow a refund, or a supplier is slow. We will not pretend otherwise. What we will do is be honest about the situation, explain why, and do everything within our power to help. Honesty, even when the news is not good, is part of the trust we build.
Learning and improving
Every refund and cancellation teaches us something, and we use it to improve how we explain policies, handle requests, and support our travellers. We want the process to be as clear and painless as possible, and we keep working to make it so.
Why this matters
How a company handles the hard moments is the truest test of trust. By being honest upfront, explaining the rules, acting on your behalf, and treating you fairly, we aim to earn your trust even when a trip does not go to plan. That is the standard we hold ourselves to.
Frequently asked questions
Can I get a refund if I cancel? It depends on the rules of the fare or booking, which we tell you upfront. Some are refundable, others are not. Contact us and we will explain your options.
Is the service fee refundable? It is generally non refundable, as it covers work already done once your booking is processed. We are always upfront about this.
How do I request a refund or cancellation? Contact us with your booking reference, and a real person will guide you through it.
Refunds and cancellations are where trust is truly tested, and we aim to pass that test with honesty, care and real support. You can read the details on our refund and cancellation page.