Last updated: 24 August 2026
1. Scope and supplier fare rules
Sooperfare is an online travel agency. Every booking is governed by the fare and cancellation rules of the airline, hotel, tour operator, event provider, visa provider, or other supplier that confirms the service. These rules are shown during booking where available. If a service is marked non-refundable, the supplier portion cannot be refunded after confirmation unless the supplier authorizes an exception.
2. Cancelling a booking
- Request cancellation before the scheduled departure, check-in, event, appointment, or service start time. Later requests may be treated as a no-show.
- Submit the request through SooperCare or the contact page with the booking reference, passenger or guest name, and reason.
- Supplier penalties, fare differences, and applicable service charges are deducted from the amount approved for refund.
- Promotional, discounted, and low-cost fares are often partly or fully non-refundable.
3. What may be refunded
| Charge | Refund treatment |
|---|---|
| Supplier fare and taxes | According to the confirmed fare rules, less supplier penalties. |
| Seats, baggage, meals, insurance, and other add-ons | According to the separate rules of the airline, supplier, or policy provider. |
| Payment processing charges | Normally non-refundable when the payment gateway does not return them. |
| Sooperfare booking or service charges | Normally non-refundable after booking or support services have been completed. |
If cancellation results from a supplier cancellation, a qualifying major schedule change, a duplicate or excess charge, or a confirmed failure by Sooperfare, any refund due will include the charges that the responsible party returns or that Sooperfare is required to return.
4. Refund process and timing
A refund starts after eligibility is checked and the supplier approves the request. Sooperfare cannot release supplier funds before receiving confirmation or settlement.
- We review the request and submit it to the supplier, normally within 1–2 business days after receiving complete information.
- The supplier reviews the request. Timing varies and commonly takes 5–15 business days.
- After approval, funds are returned to the original payment method. The complete process commonly takes 7–21 business days, but supplier, bank, card-network, and payment-gateway delays may take longer.
Refunds are returned in the original charged currency. Currency conversion or bank charges may cause the final credited amount to differ.
5. Payment completed but booking not issued
If payment succeeds but the ticket, voucher, or confirmation is not issued, contact SooperCare immediately and do not place a duplicate booking until the status is confirmed. We first try to complete the original booking. If completion is not possible, the eligible amount is returned in full, including our charges. A bank authorization that was never captured is released by the bank, commonly within 5–10 business days.
6. Duplicate, excess, and disputed payments
Report duplicate or excess payment immediately with the booking reference and payment proof. The verified excess amount is returned to the original payment method. Contact us before opening a bank chargeback so we can investigate and avoid duplicate refunds, booking cancellation, or additional dispute costs. Chargeback handling remains subject to bank, card-network, supplier, and applicable legal rules.
7. No-show and unused services
If the booking is not cancelled before the applicable deadline and the traveler does not use the service, it may be treated as a no-show. Many suppliers retain the full value. Where allowed, we will request any refundable unused taxes or balance.
8. Date changes, route changes, and corrections
- Changes are subject to supplier approval, change penalties, and any fare difference.
- Passenger and guest names must match the travel document. Some suppliers do not permit name changes.
- Review names, dates, routes, documents, and contact details before payment. Supplier penalties caused by incorrect customer information remain payable by the customer.
9. Confirmation and e-ticket delivery
Confirmations are sent electronically to the email address provided during booking. Most arrive shortly after successful payment, while some require additional supplier verification. Check the spam folder and contact SooperCare if the confirmation is delayed.
10. How to request a refund
- Open SooperCare or use the contact page.
- Provide the booking reference or PNR, traveler name, payment details, and cancellation reason.
- We confirm receipt, review the supplier rules, and advise the estimated refundable amount and applicable deductions.
- After approval, the refund is returned to the original payment method.
Important: Supplier fare rules govern the supplier portion of every booking. This policy explains how Sooperfare receives, reviews, and processes eligible requests.