Refund Timelines, Processes, and Policies

Refund Timelines, Processes, and Policies

At Tramango, we understand that travel plans can change. To ensure clarity and transparency for our valued customers, we have outlined our refund processes and policies.

1. Refund Timeline:

Please note that the refund timeline is at the discretion of the service provider. However, for most bookings,  refunds take 7 - 21 business days. The exact timeline you receive the refund depends on the mode of payment and your bank's policies.

2. Refund Processes:

a. Initiating a Refund:

To initiate a refund, kindly contact our support team through any of our support channels.

b. Refund Status:

Once refund is initiated, the refund status will be communicated to you and you will be notified from time to time until the refund is processed. However, you can also reach out to our support team to get your refund status though any of out support channels.

3. Refund Policies:

a. Flight Bookings:

Please note that the refund timeline is at the discretion of the airline. However, for most bookings, refunds take 7 - 21 business days. The exact timeline you receive the refund depends on the mode of payment and your bank's policies.

b. Travel Insurance:

Travel insurance is generally non-refundable once the policy has been issued. However, some providers may offer a refund within a specified time frame after purchase, usually around 10 - 14 days. Please refer to your insurance policy or contact the provider for more information.

c. Promotions & Discounts:

Bookings made with promotional codes or special discounts might have different refund policies. Always refer to the terms of the specific promotion.

4. Refund Mode:

Refunds will be credited back to the original mode of payment. If the booking was made using a credit or voucher, the amount will be returned as a credit or voucher.

5. Exceptions:

In certain circumstances, such as natural disasters, political instability, or global health crises, we may revise our refund policies to accommodate our travelers better. We advise customers to always stay updated with our policies during such events.

6. Refund Processing Fees:

While we strive to provide full refunds wherever possible, there may be instances where a processing fee is deducted.

7. Non-Refundable Bookings:

Certain special rates and deals might be labeled as "Non-Refundable" at the time of booking. It's crucial to be sure before proceeding with such bookings, as no refund will be issued irrespective of when the cancellation is made.

8. Group Bookings:

For bookings made for large groups, the refund policies might differ:

9. Refunds for Ancillary Services:

If you've booked additional services like in-flight meals, seat selection, extra baggage, refunds for these services will be at the discretion of the service provider. In some cases, these might be non-refundable.

10. Force Majeure:

In instances where the cancellation is due to unforeseeable circumstances beyond anyone's control, such as natural disasters, civil unrest, or sudden travel bans:

We will collaborate with our partners to provide the best possible refund or offer alternative solutions, like rescheduling. However, the exact refund amount might be contingent on the service provider's policies.

11. Payment Gateway Delays:

Sometimes, the delay in receiving refunds might be on the end of the payment gateway or your bank:

We recommend reaching out to your bank  if the refund hasn't been credited. If the bank confirms no refund has been received, please contact our customer support.

12. Feedback and Continuous Improvement:

Your feedback is invaluable:

If you face any challenges or have suggestions regarding our refund process, please share them with us. We aim to continually refine our processes for better customer experience.

13. Updates and Notifications:

We recommend subscribing to our newsletter or notifications:

Any significant changes to our refund policy will be communicated via email or through notifications on our app/website.

14. Gift Cards and Vouchers:
Refunds on bookings made using gift cards or vouchers will be returned as gift card credit or as a new voucher, not as cash or to the original payment method. Lost or stolen gift cards/vouchers cannot be refunded or replaced.

15. Loyalty Points and Membership:

If a booking made using loyalty points is canceled, refund value will be credited as points will back to your account.

16. Event-Based Bookings:

For bookings aligned with major events, festivals, or conferences:

Refund policies might be stricter due to the high demand and limited availability. Ensure you're aware of these before booking.

17. Refunds for In-Flight amenities

If you pre-purchase in-flight amenities:

Refunds will depend on the airline. Some services may be non-refundable even if not used.

18. Seasonal Variations:

During peak travel seasons, refund timelines might be longer due to the higher volume of transactions:

We appreciate your patience during these times and assure you that we're working to process your refund as quickly as possible.

19. Price Drop Post Booking:

If you notice a price drop in your booked services after your booking:

While we aim to offer the best prices, we cannot refund the difference in such scenarios. However, we might provide other benefits or discounts for future bookings as goodwill gestures on a case-by-case basis.

20. Refund Assurance Programs:

We might occasionally offer "Refund Assurance" add-ons at a nominal fee. By opting for this, you can avail more flexible refund terms. Details will be provided during the booking process.

21. Customer Support:

For any questions or specific refund-related issues, please contact our support team through any of our support channels

22. Disputes and Resolution:

In case of any disagreements regarding refunds:

We have an internal resolution mechanism to address and resolve disputes. If not resolved internally, matters might be subjected to the jurisdiction of the Federal Republic of Nigeria courts.

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