1. How to request a cancellation
Send the AirlyGo Booking Reference, lead traveller name and clear cancellation instruction through WhatsApp or email. A message asking about cancellation cost is not treated as an instruction to cancel unless you clearly approve the cancellation.
Cancellation is effective only after AirlyGo or the supplier confirms it. Requests received close to a deadline may not be completed before the supplier’s cut-off.
| Travel Service | Main cancellation rule | Possible outcome |
|---|---|---|
| Hotels | Property or supplier deadline and local time apply. | Free, partial penalty, or non-refundable. |
| Flights | Airline fare rules and ticket conditions apply. | Refund, airline credit, reissue fee, or no refund. |
| Travel insurance | Insurer cooling-off and policy rules apply. | Full, partial, or no refund. |
2. Which cancellation rules apply
The rules displayed or communicated before payment apply to the booking. They may include a free-cancellation deadline, fixed fee, percentage penalty, full non-refundable charge or restrictions after check-in, departure or policy start.
3. Hotel and accommodation cancellations
Hotel bookings may be free to cancel before a stated date and non-refundable afterward. The deadline normally follows the property or supplier’s local time. No-show, early departure, unused nights or failure to meet check-in requirements may be charged in full.
4. Flight cancellations
Airline fare rules determine whether a ticket can be refunded, credited or changed. Many promotional fares are non-refundable. Even when the base fare is refundable, airline penalties, ticketing fees, previously used segments and non-refundable taxes or ancillaries may reduce the amount.
Failure to travel without cancelling can be treated as a no-show and may also cancel remaining sectors on the same ticket.
5. Travel insurance cancellations
An insurance policy may allow cancellation only before the coverage start date and only if no claim, incident or benefit has arisen. Some administrative or insurer fees may be non-refundable. The insurer’s wording controls eligibility.
6. Supplier-initiated cancellations
If a supplier cancels or cannot provide the booked service, available remedies may include rebooking, credit, alternative service or refund. AirlyGo will communicate the supplier options when received but cannot promise a remedy beyond the supplier’s obligation and applicable law.
7. Cancellation by AirlyGo
AirlyGo may cancel or refuse a booking where payment cannot be verified, traveller information is materially incorrect, fraud is suspected, supplier inventory is unavailable, the requested service is unlawful or fulfilment is impossible. Where AirlyGo cannot fulfil a paid booking, any amount not validly owed for completed work will be handled under the Refund Policy.
8. Fees and non-refundable amounts
The cancellation amount can include supplier penalty, airline or property fee, payment cost already incurred, foreign-exchange difference and an AirlyGo administration fee where disclosed and lawful. Some costs are earned or incurred when the booking is created and may not be refundable.
9. Illness, visa refusal and exceptional events
Personal illness, change of plans, visa refusal or inability to travel does not automatically override supplier rules. Travel insurance may cover some events if the policy terms are met. For major disruption or force majeure, supplier waivers and applicable law will determine the options.
10. What happens after cancellation
AirlyGo will request or record cancellation, obtain the supplier response and confirm any refundable value. A cancellation confirmation does not mean the refund has already reached your account. Refund processing follows the separate Refund Policy.
Related Policies
The English text is the authoritative policy. Sinhala and Tamil controls translate interface labels only.