Help

Most answers are a click away below. When they are not, write to us - a person reads every message.

Travelling in the next 24 hours?

Email contact@conifertravels.com with URGENT and your booking reference in the subject line, and we will move it to the front of the queue.

If you are already at the airport or the desk, deal with the airline or property in front of you first — they can act on the spot, and we cannot. Then tell us what happened.

Frequently asked questionsWallet, bookings, baggage, visas - grouped by product.Refund policyWhat can be cancelled, what comes back, and how long it takes.My tripsEvery booking, its references, and where to cancel one.WalletTop up, withdraw, and see every movement on your balance.

Write to us

Everything — bookings, refunds, payments, anything that looks wrong — goes to contact@conifertravels.com. Data protection and privacy requests go to info@conifertravels.com.

Include these and we can usually answer first time

Your booking reference - the CNF- code on your confirmation email.
The email address on your Conifer account.
What you expected to happen, and what happened instead.
For a payment problem: the amount, the time, and the reference from your bank alert.
A screenshot, if there was an error on screen.

Please do not send card numbers, your password, or a one-time code. We will never ask for any of them, and a message containing one is deleted rather than acted on.

When we reply

Travelling within 24h: As fast as we can
Everything else: Within 1 business day
Hours: Mon–Sat, 8am–8pm WAT

Airline and supplier responses run on their own clock, and some refunds take weeks on their side. We will tell you where a case is rather than leaving it silent.

Something look wrong?

A price that does not add up, a balance that moved on its own, an email you did not expect — tell us. Every movement on your wallet is logged, so we can always show you exactly what happened and when.