Refund policy

Conifer resells inventory from airlines, hotel suppliers and rental companies. When you book, you accept that supplier’s fare rules as well as ours, and those rules decide whether the booking can be cancelled and what comes back.

We do not overstate this. Every fare, room and rental shows its cancellation terms on the result and again on the confirmation screen before you pay — “Non-refundable” or “Free cancellation until [date]”. That label is the policy for that booking, and it takes precedence over anything general written here.

For inventory Conifer runs itself — tours and bus trips — the terms below are ours, and we apply them directly.

Refunds are credited to your Conifer wallet, not to the card or account you originally topped up from. This is deliberate: a wallet credit lands in seconds and can be spent or withdrawn immediately, where a reversal to a Nigerian card can take days and sometimes silently fails.

From your wallet you can withdraw to any bank account in your name. There is no charge from us for that withdrawal.

The airline’s fare rules govern. A fare is shown as refundable or non-refundable before you pay, and that is what applies.

• Refundable fares. Cancel from My trips. The airline’s refund, less any penalty it applies, is credited to your wallet once the airline confirms it.
• Non-refundable fares. No refund of the fare. Government taxes and some airport charges may still be recoverable on request, and we will pursue those for you where the airline allows it.
• Changes. Where a fare permits changes, the airline usually charges a change fee plus any difference in fare. Both are payable before the change is made.
• Missed flights. A no-show is not a cancellation. Most fares are forfeited entirely.

Names must match the passport exactly. Airlines refuse boarding on a mismatch, and a refusal on those grounds is treated as a no-show by the airline, not as our error.

Each rate carries its own deadline, shown on the room before you book.

A no-show is charged in full by almost every property. If your plans change, cancelling before the deadline is always better than not arriving.

Rentals booked through our supplier network show a free-cancellation deadline where one exists. Cancel before it and the rental is refunded in full to your wallet; after it, the supplier’s own penalty applies.

The driver named on the booking must present a valid licence and, in most countries, a card in the same name for the security deposit. A rental refused at the desk for missing documents is not refundable.

This is inventory Conifer arranges directly, so these are our own terms.

If we cancel a departure — too few travellers, an operator withdrawing, weather that makes it unsafe — you are refunded in full regardless of timing, or moved to another date at no charge, whichever you prefer.

The visa service fee pays for preparing, checking and submitting your application. It is refundable in full until we begin the review, and not afterwards — by then the work it pays for has been done.

It is not a fee for a successful outcome. Embassies and consulates decide visas, not us, and a refusal does not entitle you to a refund of the service fee. Any fee charged by the embassy itself is theirs and is governed by their rules.

• Payment processing fees. Where a fee is charged to collect a wallet top-up, it is taken by the payment provider and is not returned when a booking made from that balance is refunded. The top-up itself is unaffected — it stays in your wallet.
• Supplier penalties. Airline change fees, hotel late-cancellation charges and rental no-show fees are deducted from whatever is refunded.
• Conifer’s service fee on a booking is refunded whenever the booking itself is refunded in full, and retained on a partial refund.

If your wallet is debited and the supplier then rejects the booking, the debit is reversed automatically — you do not need to ask, and you do not need to notice. This is built into the booking flow rather than handled as a support case: the money moves back before the error reaches your screen.

If a payment leaves your bank but never appears in your wallet, it is reconciled automatically within minutes. If it has not appeared after an hour, contact us with the reference from your bank alert.

Withdrawing from your wallet to a bank account is normally instant and rarely more than one business day.

Write to contact@conifertravels.com with your booking reference. We will tell you which rule was applied and why, and where the decision was the supplier’s rather than ours we will show you their response.

If we got it wrong, we will fix it. Nothing in this policy limits any right you have under the Federal Competition and Consumer Protection Act.

More on how to reach us on the help page.