Refunds & Cancellations
Plans change — we get it. Here's how to cancel a booking and request a refund through your TravelPearls account, and how long it takes.
Just need different dates? A date change is often a great alternative to cancelling. Email us at hello@travelpearls.com.au and we'll do our best to accommodate, subject to availability and supplier approval.
How to request a refund
The whole process takes a couple of minutes and happens entirely in your account — no phone calls required.
- 1
Log in to your account
Sign in at the My Account section using the email address you booked with. If you checked out as a guest, an account was created for you — use the sign-in code sent to your email.
- 2
Open the booking
Go to My Bookings and select the booking you'd like to cancel. Your refund eligibility is shown right on the booking — look for the “Refundable until” date.
- 3
Submit your refund request
Select Request Refund, tell us briefly why you're cancelling, and submit. You can request a full refund (the default) or a partial amount if that suits your situation better.
- 4
We review and confirm
Our team reviews your request against the cancellation terms of your booking and confirms the outcome by email. The cancellation date is the date we receive your request.
How long does it take?
Approved refunds are processed within 7 business days and returned to your original payment method.
Once we've processed it, your bank or card issuer may take a few extra business days to post the funds back to your account — that final delay sits with the banking system rather than with us. If a refund hasn't appeared after 10 business days, get in touch and we'll chase it for you.
You can keep an eye on pending refunds from your account dashboard — any refund still being reviewed or processed is shown there.
Good to know
Cancellation windows vary by deal
Depending on the promotion, bookings can be cancelled and fully refunded anywhere from 30 days down to as little as 3 days before check-in. Your exact terms are shown on your booking summary before purchase and on the booking itself.
Refunds go back to your original payment method
Approved refunds are returned to the card or payment method you paid with. We can't redirect a refund to a different card or account.
No-shows aren't refundable
If you don't check in on your scheduled arrival date without cancelling first, the booking is treated as a no-show and no refund is issued — so if plans change, let us know before your check-in date.
Your consumer rights are protected
Nothing in our cancellation terms limits or excludes any rights you may have under the Australian Consumer Law.
The full policy lives in our Terms of Service — Cancellation & Refund Policy.
Need a hand?
If you're not sure about your cancellation terms or a refund hasn't arrived, the concierge team is happy to help.
Email hello@travelpearls.com.au or call (02) 5300 8033