Changes and cancellation

It depends on the fare rules and on how many days before the trip you cancel. The tour operator or hotel deducts the actual costs incurred, and the rest is refunded.

The closer the departure date, the higher the deduction. Non-refundable fares are not refunded — this is stated in the booking details before payment.

Request cancellation of a confirmed tour from the order page or through support. We will check the terms and the amount withheld with the tour operator and let you know. The request itself does not start the cancellation — it begins only after you confirm. If the tour operator needs a written application, we will send you the form.

How much is withheld

Under the Law «On Tourism» (Article 24), the tour operator may withhold the costs actually incurred — what it has already paid to the hotel, airline and other suppliers. The amount depends on how many days are left before departure and can reach 100% of the tour price. It is usually higher for tours with scheduled flights and for New Year dates. The general cancellation terms of tour operators are shown in every order.

When the money comes back

First, the tour operator returns the money to us — usually within 30 business days; the operator sets the deadline. As soon as the money arrives, we send the refund to the card used to pay for the order. If you paid another way, we will agree on how to refund separately. Crediting to the card takes another 1–10 business days, depending on the bank.

Can the amount withheld be reduced

After the tour end date, we send the tour operator a request to minimise costs: it checks with the hotel, carrier and insurance company whether the amount withheld can be reduced. Attach documents on the reason for cancellation, such as a hospitalisation certificate. The review takes 30–60 days, and we will send the result by e-mail.

Questions about cancellation — write to help@travelgo.by or in the chat.

If the tour has not yet been confirmed by the tour operator

The tour operator notifies us of the cancellation within a business day, and we release the money held on your card.

If the tour includes a scheduled flight

Under airline rules, the tour operator may withhold up to 100% of the flight cost.

Refunds for online payments are returned to the same card used for the payment and take 1–10 business days. The timeframe depends on the issuing bank: we send the refund immediately after a decision is made on the request.

If the payment was made in cash or by bank transfer, the funds are refunded to your account upon your request.

Some changes are possible, but they must be confirmed by the tour operator and may incur a fee. You cannot change all travelers, the hotel, and the flight at the same time — that would constitute a new booking.

Write to us with exactly what needs to be changed: we will check the cost and timeframe with the operator before making any changes to the order.

Change request — hotel, room, tourist replacement, additional services — send using the “Edit tour details” button on the order page. It's best to do this no later than 3 days before departure.

In your request, specify what needs to be changed, removed, or added. We'll forward it to the tour operator — a response usually comes within 1–3 days. If an additional payment is required, we'll confirm it with you before changing the booking.

What can be changed

1. Hotel — if the tour operator, tour dates, and flight remain the same.
2. Flight — if the tour operator, hotel, and tour dates remain the same.
3. Transfer or insurance — just send your order number in the chat.

You can submit a request to correct your passport details in the "Order History" section. This option is available if you made a mistake when entering the travelers' details or if you have changed your passport. 
For tours with flights on scheduled airlines, an additional fee may be charged for changing the details under the airline's terms and conditions (up to and including the purchase of a new ticket).
Charter flights: Depending on the specific tour operator's rules, a service fee for reissuing documents may also be charged for correcting errors in names or dates of birth. All information about possible additional charges can also be obtained in advance by writing to us!

Notify us as early as possible: the more time before departure, the lower the operator's cancellation fee.

If cancellation insurance was purchased for the trip, the insurance company reimburses the expenses — medical documents will be required. Without such insurance, the refund is calculated according to the standard cancellation rules.

If the trip did not take place, bonuses are not awarded for it. Bonuses redeemed at payment are returned to the bonus account along with the refund.