Cancellation and Refund
Refund for a canceled order
1. Cancellation Policy.
For each order, carrier companies set their own time limits for free cancellation and full refund.
The penalty-free cancellation deadline is displayed when selecting a transfer, during the booking process, and in the order details within your Personal Account on the Intui.travel website.
If a booking was paid from the Partner Balance in the Intui system and was canceled within the penalty-free period, the refund to the Partner Balance will be processed instantly.
If a partner's booking was paid by bank card and canceled within the penalty-free period, then when selecting the refund method "refund to Balance" -- the refund will be processed to the partner's Balance instantly.
If the transfer reservation is canceled after the specified deadline, the carrier company will not issue a refund.
2. Terms of refund and Payout from the balance
The refund of the payment received from you is made within 1-5 business days after the cancellation using the same payment system oroginally used for the booking. The refund amount for the prepaid balance at partner account will be processed upon request via email to [email protected].
Refund processing times may be extended due to force majeure circumstances or any other conditions not caused and not subject to Intui.travel. In such cases, we will inform you of any updated timelines.
3. Transactional Fees for Refunds
If an order is canceled on the initiative of the Transport Company, no transaction fees apply.
3.1. No transaction fees are charged for refunds if you paid using (and you are going to be refunded) via WeChat.
3.2. If you cancel an order that was paid less than 180 days ago:
3.2.1. Regardless of the payment amount, if the payment was made via Revolute, a 3% fee is charged by the processing center for the refund transaction and is deducted from the refundable amount.
3.2.2. Regardless of the payment amount, if the payment was made via Stripe, a 4% fee is charged by the processing center for the refund transaction and is deducted from the refundable amount.
3.2.3. Regardless of the payment amount, if the payment was made via PayPal, a 5.2% fee is charged by the processing center for the refund transaction and is deducted from the refundable amount.
3.2.4. Regardless of the payment amount, if the payment was made via Paymentwall, a 4.1% fee is charged by the processing center for the refund transaction and is deducted from the refundable amount.
3.3. If you cancel an order paid more than 180 days ago:
the refund method will be determined on an individual basis. Transaction fees ranging from €5 to €50 may apply for processing transactions. The commission reduces the amount returned. The method, terms and amount depend on the method of refunding (to a bank account, Paypal or Payoneer account, to a bank card); countries where the refund takes place and transfer currencies.
3.4. If you paid via iDEAL, POLi, the refund will be processed to the bank details you provide during the refund request. In this case, the commission charged by the banking systems for processing the transaction will be charged which can range from 3 EUR to 35 EUR depending on bank and country the account is located in to receive the refund. Transaction fees will be deducted when refunding and will reduce the amount returned.
3.5. If you paid via Alipay, a 3% processing fee applies and will be deducted from the refunded amount.
Related question:
How to cancel my booking?
I cannot cancel the transfer in my Personal Account. What should I do?
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