Legal & Policies

1. Cancellation Eligibility

Whether your booking can be cancelled depends on the fare type purchased:

• Fully Refundable fares — You may cancel at any time before departure and receive a full refund to your original payment method.
• Partially Refundable fares — A cancellation fee applies. The remaining balance is refunded to your original payment method or issued as airline credit.
• Non-Refundable fares — No monetary refund is issued. Some airlines may offer an airline credit (voucher) for future travel.

The refund eligibility for your specific booking is shown during the cancellation process in My Trips before you confirm the cancellation.

2. How to Cancel

1. Log in to your account and go to My Trips.
2. Find the booking you wish to cancel and click Cancel.
3. A refund quote will be shown, including any applicable fees and the refund amount.
4. Confirm the cancellation to proceed.

Cancellations must be submitted before the scheduled departure time. We cannot process cancellations after a flight has departed.

3. Refund Processing

• Card refunds are returned to the original payment card within 5–10 business days, depending on your bank.
• Airline credits are issued as a credit code immediately upon cancellation confirmation. Credit codes must be used directly with the airline and may have expiry dates set by the carrier.

PalapaVibez does not charge any additional cancellation fee beyond what the airline applies.

4. Airline-Initiated Changes

If the airline changes your flight schedule, you will be notified by email and your booking will show a "Flight Changed" status in My Trips. You may:

• Accept the new schedule — acknowledge the change in My Trips.
• Cancel for a refund — if the change is significant, airlines typically allow a full refund regardless of fare type.

5. No-Show Policy

If you do not board the flight and did not cancel in advance, the ticket is considered a no-show. No-show tickets are generally non-refundable under airline fare rules.

6. EU Passenger Rights (EC 261/2004)

If you are travelling on a flight departing from an EU/EEA airport, or arriving in the EU/EEA on an EU-based carrier, you may have additional rights under EU Regulation 261/2004 regardless of the fare type purchased:

• Flight cancellation by the airline: You are entitled to a choice of (a) full ticket refund, (b) re-routing at earliest opportunity, or (c) re-routing at a later date of your choice. Compensation of €250–€600 may also apply depending on flight distance, unless the cancellation was due to extraordinary circumstances.
• Long delays (2+ hours at destination): You may be entitled to meals/refreshments, and for delays of 5+ hours the right to a full refund if you choose not to travel.
• Denied boarding (overbooked flight): Same compensation (€250–€600) and assistance rights apply.

These rights are enforced by the airline as the operating carrier. If you believe your EC 261/2004 rights have been violated, contact the airline directly or your national enforcement body. In the Netherlands, contact the ILT (Inspectie Leefomgeving en Transport).

7. Name Changes & Modifications

Most airlines do not allow name changes after booking. Route or date changes may be possible depending on the fare rules and are subject to airline change fees plus any fare difference. Please contact [email protected] for modification assistance.

8. Contact Us

For any cancellation-related questions, email us at [email protected]. We aim to respond within 24 hours on business days.