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Refund and cancellation policy

We want you to book with confidence. Each trip page shows its cancellation policy before you pay; this page explains the general rules and how and when refunds are made.

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01Cancellation policies

The partner company sets one of the following policies for each trip. It is shown clearly on the trip page and in the booking summary before payment:

  • Flexible: full refund when you cancel at least 24 hours before the trip; no refund after that.
  • Moderate: full refund when you cancel at least 5 days before, 50% when you cancel at least 24 hours before; no refund after that.
  • Strict: 50% refund when you cancel at least 14 days before; no refund after that.
  • Non-refundable: the booking amount is not refunded when the traveller cancels.

02When you always get a full refund

You get the full amount back, whatever the trip's policy, when:

  • The partner company declines the booking or does not confirm it within the published response time.
  • The partner company cancels the trip after confirming it, for any reason.
  • The trip is cancelled because of force majeure or official decisions that prevent it.
  • You were charged more than once for one booking because of a technical error.

03How to cancel

  • Open the Romway app and go to “My bookings”.
  • Choose the booking, then “Cancel booking”; the amount you will get back under the trip's policy is shown before you confirm.
  • Confirm the cancellation, and you will receive a message with the refund status.
  • If you cannot cancel in the app, email support@romway.net with your booking number.

04Refund method and timing

  • The amount is returned to the same payment method within 5 to 14 business days of the refund being approved, depending on the bank that issued the card.
  • Alternatively, you can choose to have it added to your Romway wallet instantly and use it for another booking.
  • Refunds are made in the currency you paid in, and Romway charges no extra fee for a refund.
  • An electronic credit note is issued for the refunded amount and shown in the booking details.

05No-shows and changes

No refund is due if the traveller does not show up on the trip date or arrives late at the meeting point. To change the trip date, the current booking is cancelled under its policy and the new date is booked.

06Complaints and disputes

If the trip was not delivered as described, email support@romway.net within 7 days of the trip date with your booking number. Our team replies within two business days, reviews the case with the partner company, and may decide on a full or partial refund.

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