1. When a refund may be available
A refund may be available when supplier rules permit cancellation, a supplier cancels the service, a verified duplicate payment occurs, AirlyGo cannot fulfil a paid booking, or applicable law requires repayment. A refund is not automatic merely because a service was unused.
| Refund stage | Who controls it | What it means |
|---|---|---|
| Eligibility decision | Supplier / fare or policy rules | Confirms whether any amount is refundable. |
| AirlyGo reconciliation | AirlyGo | Matches supplier approval, booking and payment records. |
| Gateway processing | PayHere or approved provider | Sends the approved amount to the original payment route. |
| Bank posting | Card issuer or bank | Controls when the credit appears in the customer account. |
2. How the refundable amount is calculated
The starting point is the amount actually received for the affected service. We then apply supplier penalties, used portions, non-refundable extras, disclosed service or processing fees and other valid deductions. The final amount can be less than the original payment.
3. Hotel refunds
Hotel refunds depend on the property or bedbank confirming cancellation and the refundable amount. No-show charges, consumed nights, early departure, local charges and non-refundable reservations may have no refund value.
4. Flight refunds
Airline refunds depend on fare rules, ticket use, no-show status, taxes and airline approval. A partially used ticket can have little or no remaining value. Airline processing can take longer than ordinary card refunds because the ticketing source must first receive and reconcile the airline credit.
5. Travel insurance refunds
Insurance refunds are determined by the insurer’s cooling-off, cancellation and coverage-start rules. No refund may be available after the policy begins, a claim is made or an insured event occurs.
6. Refund route and original payment method
Refunds are normally sent back through the original payment gateway to the original card, bank account or wallet. We generally cannot redirect a refund to another person or payment method because of fraud, reconciliation and banking controls.
7. Processing stages and expected time
- AirlyGo receives and validates the request.
- The supplier confirms cancellation and refundable value.
- AirlyGo reconciles the supplier response and payment record.
- The payment gateway processes the refund.
- The issuing bank posts the credit to your account.
AirlyGo will process its stage as soon as reasonably possible, but supplier, gateway and bank timelines are outside our direct control. Complex airline or international supplier refunds can take several weeks.
8. Currency and exchange-rate differences
Where the original booking involved foreign currency, the refund may differ from the original Sri Lankan rupee amount because of exchange-rate movement, supplier conversion, gateway rules or bank charges. AirlyGo does not guarantee recovery of a currency difference unless it resulted from our proven calculation error.
9. Partial refunds and credits
A supplier may offer a partial refund, travel credit, date change or voucher instead of cash. We will explain the available option before accepting it where customer approval is required. Supplier credits remain subject to expiry, name, route and usage restrictions.
10. Duplicate and failed-payment refunds
A verified duplicate payment will be returned after reconciliation. A declined or failed payment that appears as pending is often a temporary bank hold rather than funds received by AirlyGo; the bank controls release of that hold.
11. Chargebacks and disputes
Contact AirlyGo before filing a chargeback so that we can investigate the booking and any available refund. A chargeback does not cancel the underlying supplier booking. False or duplicate disputes may lead to recovery action and refusal of future service.
12. Checking refund status
Provide your AirlyGo Booking Reference and payment reference when requesting an update. We may provide the latest confirmed stage but cannot guarantee the date on which your bank will display the credit.
Related Policies
The English text is the authoritative policy. Sinhala and Tamil controls translate interface labels only.