Withdrawal & Refunds
When withdrawal rights apply and how refunds are handled.
1. Travel services and right of withdrawal
For many leisure, passenger-transport and accommodation-related services supplied for a specific date or period, the standard 14-day withdrawal right for distance contracts may not apply under consumer law. The exact position depends on the type of service.
2. Product-specific conditions
Before purchase, customers should review the cancellation and refund conditions shown for the selected product. Those conditions form part of the booking.
3. Refund eligibility
Refunds may be due where a service is cancelled by SmartWay or the supplier, cannot be provided as contracted, or where the applicable booking terms or mandatory law provide a refund right.
4. Processing refunds
Approved refunds are normally returned to the original payment method. Processing times depend on the payment provider and bank.
5. Tickets and timed-entry products
Tickets issued for a fixed date or time may be non-refundable once purchased or issued, unless the product terms or mandatory law provide otherwise.
6. Contact
To request a review, email smartwayconnection@gmail.com with your booking reference and reason for the request.