Refund Policy

Introduction

This Refund Policy governs the terms and conditions under which refunds are processed for bookings, services, and subscriptions on Desttino ("Desttino", "Company," "our," "us," or "we"). This policy applies to all users (each, a "User") who have made payments through our website or platform ("Platform").

This policy applies to all payments made directly through Desttino. Transactions processed through third-party platforms may be subject to different refund policies as determined by those platforms.

1. Refund Eligibility

Refund eligibility is determined based on several factors:

Eligible Refund Scenarios

• Cancellation within Free Period: Bookings cancelled within the specified free cancellation window
• Service Not Provided: When the booked service was not delivered as promised
• Duplicate Charges: Accidental duplicate payments for the same booking
• Technical Errors: System errors resulting in incorrect charges
• Provider Cancellation: When the service provider cancels your booking
• Force Majeure: Qualifying exceptional circumstances as outlined in our Cancellation Policy

Time-Based Eligibility

2. Types of Refunds

Full Refunds

A full refund means 100% of the amount paid is returned to you. This applies when:

• Cancellation occurs within the free cancellation period
• The service provider cancels your booking
• We fail to deliver the service as described
• Duplicate payment was made

Partial Refunds

A partial refund means only a portion of the amount paid is returned. This applies when:

• Cancellation occurs after the free cancellation period but before the no-show window
• Only part of a booking is cancelled (e.g., reducing number of guests)
• Service was partially delivered but not fully completed
• Upgrade/downgrade of services

Credit/ Voucher Refunds

Instead of a monetary refund, you may receive:

• Travel credit for future bookings (valid for 12-24 months)
• Platform credit applicable to any future service
• Voucher codes for specific services or promotions

3. Refund Processing Timeframes

Refund processing times vary depending on the payment method and financial institution:

4. Refund by Payment Method

Credit/Debit Card Refunds

• Refunds are issued to the original card used for purchase
• If the original card is expired or closed, contact your bank for fund allocation
• International cards may incur currency conversion on refund
• Statement may show refund within 1-2 billing cycles

PayPal Refunds

• Refunds go back to the original PayPal account
• Funds appear instantly in PayPal balance
• Bank transfers from PayPal take 3-5 business days
• No fees deducted from refund amount

Bank Transfer Refunds

• Requires bank account verification
• International wire transfers may incur fees
• Processing time varies significantly by country
• SWIFT/IBAN details required for international refunds

Digital Wallet Refunds

• Apple Pay: Refunds to the original card in your Apple Wallet
• Google Pay: Refunds to the original funding source
• Venmo/Cash App: Returns to your app balance

Gift Card/Voucher Refunds

• Credited back to the original gift card
• Voucher codes reissued with new expiration date
• No cash alternative for gift card refunds

5. Partial Refunds

Partial refunds may be issued in the following circumstances:

Partial Cancellation Scenarios

• Reducing Guest Count: Refund for cancelled guests minus any per-person fees
• Shortened Stay: Early check-out may qualify for partial refund of unused nights
• Skipped Activities: Opting out of certain activities within a package

Service Quality Issues

• Substandard Service: Partial refund for services not meeting quality standards
• Delayed Service: Compensation for significant delays
• Changed Amenities: When advertised amenities are unavailable

Partial Refund Calculation Examples

6. Non-Refundable Items

The following items are typically non-refundable:

Fees and Charges

• Booking Fees: Service fees charged at the time of booking
• Processing Fees: Credit card and payment processing fees
• Late Cancellation Fees: Fees incurred for cancelling after deadlines
• Change Fees: Fees for modifying existing bookings
• International Transaction Fees: Bank fees for currency conversion

Non-Refundable Products

• Non-Cancellable Bookings: Explicitly marked as non-refundable at purchase
• Flash Sales: Special promotion bookings with no-refund terms
• Last-Minute Deals: Bookings made within 48 hours of service
• Deposits: Initial deposits for large bookings or groups

Used or Partially Used Services

• Services already rendered cannot be refunded
• Partially used multi-day packages may not qualify for remaining day refunds
• Opened or consumed products (e.g., tour packages with used portions)

7. How to Request a Refund

Online Refund Request (Recommended)

1. Log in to your Desttino account
2. Go to "My Bookings" or "Purchase History"
3. Find the transaction you wish to request a refund for
4. Click on "Request Refund" or "Get Help"
5. Select refund reason from the dropdown menu
6. Provide any additional details or documentation
7. Submit your refund request
8. You'll receive a confirmation email with a request tracking number

Required Information for Refund Requests

• Booking confirmation number
• Date of original purchase
• Amount paid
• Reason for refund request
• Supporting documentation (if applicable)
• Preferred contact method

Email Refund Request

Send your refund request to refunds@desttino.com with:

• Subject line: "Refund Request - [Your Booking Number]"
• Full name as it appears on booking
• Booking/transaction ID
• Detailed explanation of refund request
• Attach relevant receipts or documentation

8. Refund Disputes

Dispute Resolution Process

If you disagree with a refund decision:

1. Initial Appeal: Submit an appeal within 14 days of refund decision
2. Review by Supervisor: Your case will be reviewed by a refund specialist supervisor
3. Final Decision: You'll receive a final determination within 7 business days
4. External Options: If unsatisfied, you may pursue external dispute resolution

Chargebacks

• Filing a chargeback with your bank should be a last resort
• Please contact us first to resolve any refund issues
• Chargebacks may result in account suspension
• Provide all documentation to your bank if filing a chargeback

Evidence for Disputes

When disputing a refund decision, provide:

• Screenshots of the booking showing terms
• Email correspondence with service providers
• Photos or documentation of issues (for quality complaints)
• Bank statements showing payment
• Any relevant communication with our support team

9. International Refunds

Currency Considerations

• Refunds are processed in the original currency of payment
• Exchange rate fluctuations may affect the refunded amount
• The refund amount is based on the exchange rate at time of original transaction
• Banks may apply their own exchange rates for international refunds

International Bank Fees

• International wire transfers may incur receiving bank fees
• Intermediary banks may deduct fees from the refund amount
• Some countries have mandatory tax withholdings on international refunds

Country-Specific Regulations

• European Union: 14-day cooling-off period for distance purchases
• United Kingdom: Consumer rights apply to faulty services
• Australia: ACL guarantees for refunds on major failures
• UAE: Specific refund policies for travel services

10. Currency & Exchange Rates

Refund Currency

All refunds are processed in the original currency of the transaction. If your bank account is in a different currency:

• The refund will be converted by your bank at their exchange rate
• We cannot control or predict the exchange rate applied
• The final amount received may differ from the original amount due to rate fluctuations

Exchange Rate Impact Example

Cryptocurrency Refunds

• Refunded at the cryptocurrency's value at time of refund processing
• Market volatility may result in different amounts received
• Network fees may apply and be deducted from refund

11. Contact Refund Department

For all refund-related inquiries, please contact our dedicated refund team: