Cancellation, Amendment and Refund Policy
1. The rate you choose sets the rules
Every hotel rate is shown as either Free cancellation (until a stated date and time) or Non-refundable. The rules shown for your rate before you pay are the rules that apply to your booking. They are also in your confirmation email. Times are shown in the hotel's local time unless we say otherwise.
| Rate type | If you cancel | Refund |
|---|---|---|
| Free cancellation, before the deadline | Cancel online or by email | Full refund of the amount paid, less any non-refundable fee shown at booking |
| Free cancellation, after the deadline | Cancel or no-show | Penalty set by the hotel, up to the full stay price |
| Non-refundable | Cancel, change or no-show | No refund, unless the law or this policy says otherwise |
| Partly refundable | Cancel by the date shown | The amount shown in the rate rules |
2. How to cancel
Email contact@flights-scanners.com with your booking reference. Your cancellation takes effect when we confirm it in writing. Send it before the deadline: we cannot accept a cancellation after the hotel's cut-off, and the deadline in the hotel's time zone is final.
3. Changing a booking
Dates, names, room types and guest numbers can only be changed if the hotel and supplier allow it. We will try to help, but some rates cannot be changed at all. If a change is not possible, you may need to cancel under the rate rules and make a new booking. Changes may cost more. Correcting a spelling mistake in a guest name is usually not free; any fees or charges will be disclosed to you upon your change request.
4. Refunds
- Approved refunds go back to the original payment method. We do not refund to a different card or account.
- We will start the refund within 5 business days of the cancellation being confirmed. It can take a further 5 to 10 business days for your bank to show it.
- Refunds are made in the currency you paid. Exchange-rate differences and bank fees are outside our control.
- Service or booking fees we charge are refundable only where we say so at booking, or where we cancel or fail to deliver the booking.
- Refunds from the hotel for charges collected on arrival (taxes, deposits, incidentals) are the hotel's responsibility.
5. When we or the hotel cancel
If we or the hotel cancel your booking, or the hotel cannot honour it (for example, overbooking, closure or a technical error), we will tell you promptly and either offer a comparable alternative or refund you in full. You can decline an alternative and take the refund. Additional compensation depends on the hotel's policy and your legal rights.
6. No-shows and early departure
If you do not arrive (no-show) or arrive late without telling the hotel, the hotel may cancel and charge the full amount. If you leave early, no refund is due for unused nights unless the hotel agrees. Tell the hotel in advance if you will arrive after the check-in time.
7. Events outside anyone's control
If a natural disaster, war, government travel ban, pandemic restriction or similar event prevents travel, the hotel's own policy usually applies, and refunds are not automatic. We will pass your request to the hotel and tell you the outcome. We strongly recommend travel insurance that covers cancellation and disruption. Flight Scanner does not provide insurance.
8. Your consumer rights
This policy is in addition to your rights under the Australian Consumer Law and any other consumer law that applies to you. If a booking has a major problem (for example, the accommodation is materially different from how it was described, or a service is not provided), you may be entitled to a remedy such as a refund, even for a non-refundable rate. Contact us as soon as the problem arises, with your booking reference and, if you can, photos or other evidence. Australian law does not give a general cooling-off period for hotel bookings. Where the law of your country gives you a right to withdraw, you keep that right.
9. Complaints and disputes about refunds
Write to contact@flights-scanners.com. We acknowledge within 2 business days. Before filing a chargeback with your bank, please give us the chance to fix the problem, although this does not limit any rights you have with your card issuer. See section 14 of the Terms and Conditions for escalation.
10. Quick summary
Free cancellation rates can be cancelled for a full refund until the date shown. Non-refundable rates generally cannot be changed or refunded, except where the law or this policy says otherwise. Always check the rate rules before you pay. Refunds go back to your original payment method.