取消与退款

What this document is. This is a companion to the Terms of Service, not a separate contract. It explains in plain language how cancellations and refunds work. It does not restate the Terms' liability, dispute-resolution or governing-law provisions, and it does not override them. Cancellation is handled as a referenced policy rather than a clause in the Terms because the answer genuinely varies per booking and cannot be stated once.

The short version

1. You can always cancel. There is no booking on Forugo that you are locked into. What varies is how much money comes back. 2. How much comes back is set by the fare or rate you bought, not by Forugo. A refundable room and a non-refundable fare on the same trip refund completely differently, and both are normal. 3. Forugo's own service fee is refunded in proportion to whatever is refunded. We do not keep our fee on a booking you cancelled. 4. Cancel one thing at a time. A trip is several bookings; each is cancelled and refunded under its own terms. 5. There is no cooling-off period. Cancellation terms apply from the moment you book. 6. Refunds go back to the card you paid with, once the supplier has confirmed the cancellation. Your bank then takes its own time — usually 5 to 10 business days.

Everything below is the detail behind those six points.

1. Scope, and how this fits with the Terms of Service

This Policy explains how cancellations and refunds work for Trips booked through Forugo. It forms part of, and is governed by, the Terms of Service. Capitalised terms — Plan, Trip, Booking, Travel Supplier, Creator, Commission — have the meanings given in section 2 of the Terms.

Where this Policy and the Terms cover the same ground, this Policy gives the detail and the Terms give the legal framework. Nothing here limits or expands the liability position in section 17 of the Terms, the supplier-responsibility position in section 4, or the dispute-resolution and governing-law provisions in section 21. If there is any conflict, the Terms prevail.

This Policy does not cover:

• Creator earnings. How Commission is reversed when a Trip is refunded is

in section 8 of the Terms and in the Community & Creator Guidelines.

• Refunds of promotional credit. Promotional and referral codes are covered

in section 14 of the Terms.

• Account deletion. Deleting your account is not a cancellation and does

not refund anything. See section 19 of the Terms.

2. There is no single Forugo cancellation policy — and that is deliberate

This is the most important thing to understand before you book.

Forugo does not own or operate any flight, hotel, room or activity. Each one is supplied by an independent Travel Supplier — an airline, a hotel, or a wholesaler acting for them — and each sets its own cancellation terms for each individual fare or rate it sells. Two rooms in the same hotel, booked on the same day, can have entirely different cancellation terms, because they are different rate plans.

So there is no single answer to "what is Forugo's refund policy", in the same way there is no single answer on any travel platform. The policy that applies to you is the one attached to the specific fare or rate you bought.

What Forugo guarantees is not a uniform outcome. It is that:

• the cancellation terms for every component are **shown to you before you

pay**;

• they are **shown to you again, with the money figure, before you confirm a

cancellation**; and

• we apply them exactly as the supplier published them — we do not add

cancellation charges of our own.

The three shapes a cancellation term takes

Almost every fare or rate you will see falls into one of these:

Free cancellation until a deadline. Cancel before the stated date and time and you get everything back. Cancel after it and a penalty applies. The deadline is in the property's or airline's local time and is shown on your booking.

A penalty schedule. The amount you forfeit increases as the travel date approaches — nothing up to 30 days out, one night's cost inside 14 days, the whole stay inside 48 hours, and so on. Every step is shown on your booking.

Non-refundable. Nothing comes back if you cancel, at any point. These fares and rates are cheaper for exactly that reason. You can still cancel — you simply will not be refunded.

When we cannot tell you the number in advance

Some suppliers tell us a booking can be cancelled without telling us on what terms. When that happens we say so plainly rather than guessing. You will see wording like "This rate can be cancelled. The property has not published a deadline or fee — we will confirm the exact amount with them when you request it."

We will never show you a refund figure we have not actually been given. An unknown amount is shown as unknown, never as zero and never as a full refund.

3. There is no cooling-off period

Forugo does not offer a free-cancellation window of its own. There is no 24-hour free look and no grace period in which a booking can be undone at no cost regardless of the fare bought. Your booking's own cancellation terms apply from the moment the booking is confirmed.

This is a deliberate decision and it is unusual enough to be worth stating prominently rather than burying. It is stated here, and in section 12.2 of the Terms.

The practical consequence: if you book a non-refundable fare and change your mind ten minutes later, you are not entitled to a refund. If flexibility matters to you, choose a refundable rate at the point of booking. The difference in price is the price of that flexibility.

4. Cancelling part of a trip

A Trip is several Bookings, and each one is cancelled separately.

When you book, you make a single payment covering everything in the Plan — flights, accommodation, activities, transfers. Behind that single payment, Forugo places a separate Booking with a separate Travel Supplier for each component, and each of those Bookings carries its own cancellation terms.

So cancellation is per component:

• You cancel individual bookings, from My Bookings, one at a time.
• Each is quoted and refunded under its own terms. Cancelling a refundable

hotel does not affect a non-refundable flight on the same trip, and does not forfeit it.

• Partial refunds are the normal outcome, not an error. On a trip with a

free-cancellation hotel and a non-refundable fare, cancelling both gets the hotel back in full and the fare not at all. That is the policy working, not failing.

• There is currently no single button that cancels a whole Trip. If your

whole trip is off, cancel each booked component.

What cannot be split

Cancellation is per booking, not per traveller or per room. If a booking covers three passengers on one fare, or two rooms on one reservation, it is cancelled as a whole. You cannot remove one passenger from a booked flight or one room from a booked stay and keep the rest.

If you need to change the number of travellers or rooms, contact support before cancelling — depending on the supplier, a change may be possible where a partial cancellation is not, and it may cost less.

Add-ons bought with a flight

Seats, checked bags and similar extras are refunded in full when the flight they belong to is cancelled, whatever penalty applies to the fare itself. You cannot use a bag on a flight that no longer exists, so we do not apply the fare's penalty to it. Where the airline keeps its own fee on the extra anyway, Forugo absorbs that difference rather than passing it to you.

Things in your plan that were never booked

Restaurants, free-time blocks, sightseeing notes and anything else in a Plan that Forugo did not book and did not charge you for are not bookings. Removing one is an edit to your itinerary. Nothing is cancelled and no money is involved.

5. What is refunded, and what is not

When a cancellation goes through, what comes back to your card is:

Everything you paid for the cancelled component, less the Travel Supplier's cancellation penalty for it.

Broken out, that means:

• The travel service itself — Yes, less the supplier's penalty
• Forugo's service fee, apportioned to that component — Yes, in proportion
• The booking fee, apportioned — Yes, in proportion
• Destination taxes, apportioned — Yes, in proportion
• Any promotional discount you received — Not refunded — it was never charged

Forugo's service fee is refunded

We do not keep our service fee on a booking you cancelled. If a booking is refunded in full, the service fee attributable to it comes back in full. If it is refunded in part, the fee comes back in the same proportion.

The supplier's penalty is calculated against the price you paid

Where a penalty applies, the amount deducted is the supplier's penalty plus Forugo's margin on the forfeited portion of the booking. In other words, the deduction is measured against the price you paid us, not against the lower rate we paid the supplier.

Put concretely: if a hotel's policy forfeits one night, what you forfeit is one night at the price you booked at — not one night at the wholesale rate with our margin handed back to you.

You will always be shown the actual figure you will receive before you confirm the cancellation, not a formula. If the figure is not acceptable, do not confirm; your booking stays live.

Payment processing costs

Forugo absorbs the card-processing cost of a refund. Payment processors keep their fee on a refunded charge, and currency-conversion spreads are not returned either. None of that is deducted from your refund — not on a free cancellation and not on a penalised one.

Your bank's own charges

If your card is denominated in a currency other than the one you were charged in, your bank's conversion rate on the refund may differ from its rate on the original charge, and your bank may apply its own fees. That difference is between you and your bank; Forugo has no control over it and cannot compensate for it.

6. How a cancellation actually runs

Step 1 — You request it. In My Bookings, choose the booking and request cancellation. Nothing is cancelled and no money moves at this point.

Step 2 — We quote you. We calculate what you will get back, either from the cancellation schedule recorded on your booking or from a live quote from the supplier. You see the refund amount and the forfeited amount before you confirm. The quote is time-limited — it reflects a schedule that moves with the calendar, so a quote left unconfirmed expires and is recalculated.

Step 3 — We confirm the cancellation with the Travel Supplier. Some suppliers cancel through an automated interface within minutes. Others have no such interface and are handled by our team contacting them directly, which takes longer — sometimes a working day or more. A small number of straightforward cancellations are processed automatically; anything involving a penalty, a larger sum or an unclear figure is reviewed by a person first.

Step 4 — We refund you. Once the supplier has confirmed, the refund is issued to your original payment method.

We do not refund before the supplier has confirmed the cancellation. This is the single most common cause of a wait, and it is deliberate: a refund cannot be un-issued, so refunding before the cancellation is settled would mean occasionally refunding a booking that is still live.

If the supplier refuses

Some bookings cannot be cancelled at all once certain things have happened — a passenger has checked in, an airline's cutoff has passed, or the fare simply does not permit it. If the supplier refuses the cancellation:

• your booking stays live and valid — you have not lost it;
• no refund arises, because nothing was cancelled;
• we tell you why, in specific terms.

You may request cancellation again later if circumstances change.

If something goes wrong mid-cancellation

A cancellation that settles with the supplier but does not reach your card is a different situation: money is owed to you. Forugo tracks every such case in a standing report and settles it. If a cancellation was confirmed to you and the refund has not arrived in the timeframe below, contact support and reference your trip reference.

7. How long a refund takes

• Your request → supplier confirms — Minutes to a few working days, depending on the supplier
• Supplier confirms → we issue the refund — Same day
• We issue the refund → it appears on your statement — 5 to 10 business days, set by your bank

Forugo releases a refund as soon as the cancellation is confirmed. The wait after that is your bank's processing time, and it is outside our control. Refunds are returned to the original payment method; we cannot redirect a refund to a different card or account.

A refund appearing on your statement may be shown as a credit rather than as a reversal of the original charge, depending on your bank and on how long has passed.

8. When Forugo or the supplier cancels

The Travel Supplier cancels or changes your booking

Airlines reschedule, hotels overbook, and suppliers occasionally cancel outright. When that happens we pass on what we are told as soon as we are told it, and help you decide what to do.

Where a supplier cancels a booking you have paid for, you are not charged a cancellation penalty for the supplier's own cancellation. Your further remedies in that situation are primarily against the Travel Supplier under its own policy and under any applicable passenger-rights law; we will help you pursue them. See section 12.5 of the Terms.

We take payment and then cannot confirm a booking

Occasionally a supplier accepts a booking request and then does not confirm it. If that happens, we contact you to arrange an alternative or refund the affected component. If we have not resolved it within 24 hours, the affected components are refunded in full automatically — in full meaning the whole amount you paid for them, with our margin, our fee and the processing cost all absorbed by Forugo. We charged you for something we did not deliver, and how busy we are is not your problem.

Where one component's failure makes another pointless — a hotel booked around a flight that failed — we will tell you your options, and if we cancel the connected component for that reason we will not pass a supplier cancellation penalty on to you for it.

An obvious pricing error

If a price is manifestly wrong, we may cancel the affected booking and refund you in full. See section 9 of the Terms.

9. No-shows

Not turning up, and not cancelling, generally forfeits the entire amount paid for that booking. On multi-segment air fares it may also void your remaining segments.

Cancel properly, even very late, rather than simply not travelling. A late cancellation under a penalty schedule frequently returns something. A no-show almost never does.

10. Changes rather than cancellation

Where a supplier permits it, changing a booking — different dates, different room, different flight — may be cheaper than cancelling and rebooking, and may be possible where cancellation is not. Whether a change is possible, and what it costs, is set by the supplier and the specific fare or rate, exactly as cancellation is. Contact support before cancelling if a change would suit you.

11. If you disagree with a refund decision

Contact us first, at [email protected] or through Profile → Help & Support in the App, quoting your trip reference. Tell us what you expected and what you received. Every cancellation is recorded with the schedule step that was applied and the figures that were calculated from it, so we can show our working.

Please raise a dispute with us before disputing the charge with your card issuer. A chargeback on a booking that is still live at the supplier leaves you without the refund and without the booking.

Nothing in this section limits any right you have to complain to a consumer authority or to pursue a remedy the Terms preserve. See section 21 of the Terms for dispute resolution and governing law.

12. Changes to this Policy

We may update this Policy. Where a change materially affects your rights we will give notice in the way section 20 of the Terms requires.

A change to this Policy does not change the cancellation terms of a Booking you have already made. Those were fixed when you booked, and they are recorded against your booking.

Contact

• Cancellations and refunds: [email protected], or Profile → Help & Support in

the App

• Privacy and data protection: [email protected]

Related documents

• Terms of Service — the agreement this Policy sits under
• Privacy Policy
• Community & Creator Guidelines

Language. This document may be translated. If there is a conflict between the English version and a translation, the English version prevails, except where local law requires otherwise.

Forugo Limited, the company you contract with, is registered at:

Forugo Limited

3906, 39/F, The Center

99 Queen's Road, Central

Hong Kong

Forugo Cancellation & Refund Policy, version 1.0, effective 21 September 2026.