Refund & Cancellation Policy

Because Voya Travel resells products from third‑party suppliers (airlines, hotels, tour operators, etc.), refunds are governed both by Voya's policy below and by the rules of the specific supplier(s) involved in your booking. The supplier's rules — disclosed before payment — always control where stricter than this policy.

1. 24‑Hour Risk‑Free Review

For most package and hotel‑only bookings made directly through Voya, you may cancel within 24 hours of booking for a full refund of any amounts paid to Voya, provided that:

• The scheduled departure is more than 7 days away;
• The cancellation request is received in writing (email) or by phone at (855) 759-8102; and
• The supplier confirms the booking is eligible for cancellation (most non‑refundable airfare is excluded).

2. Cancellations After 24 Hours

After the 24‑hour window, refunds are calculated based on the supplier's cancellation schedule plus any Voya service fee. Typical ranges are:

• 61+ days before departure: Refund of payments minus deposit (typically $100–$300 per person) and Voya service fee.
• 31–60 days before departure: 50% supplier penalty plus Voya service fee.
• 15–30 days before departure: 75% supplier penalty.
• 14 days or less: 100% non‑refundable.

These ranges are illustrative; your specific cancellation schedule will be confirmed in writing at the time of booking.

3. Non‑Refundable Items

The following are typically non‑refundable regardless of cancellation timing:

• Published "Saver" and "Basic Economy" airfares.
• Pre‑paid hotel rates marked "Non‑Refundable".
• Special‑event packages (e.g., Super Bowl, Carnival, F1).
• Travel insurance premiums (after the policy "free look" period).
• Voya service fees once a booking is ticketed.

4. How to Request a Refund

1. Call (855) 759-8102 or email refunds@voya.example with your booking reference.
2. We will confirm cancellation eligibility with the supplier(s) within 1–2 business days.
3. Approved refunds are processed back to the original payment method within 7–14 business days of supplier confirmation. Bank posting times may add 3–5 additional business days.

5. Changes to Existing Bookings

Date, name, or itinerary changes are subject to supplier rules and may incur change fees plus any fare difference. We will quote the total cost in writing before processing any change.

6. Cancellations & Schedule Changes by Suppliers

If a supplier cancels your trip or makes a significant schedule change (generally a change of 4+ hours, an overnight connection, or a downgrade), you may choose between:

• An alternative arrangement of comparable value, or
• A full refund of the affected portion.

7. Force Majeure

Voya is not responsible for cancellations or losses caused by events beyond our reasonable control — including weather, natural disasters, government action, civil unrest, pandemics, or strikes. Where a supplier issues credits or refunds in such cases, we will pass them through to you, less any non‑refundable Voya service fees.

8. Best‑Price Guarantee

If you find the same package (identical dates, suppliers, and inclusions) advertised publicly at a lower total price within 24 hours of booking, contact us with the URL and screenshot. After verification, we will refund 100% of the difference to your original payment method within 14 business days.

9. Chargebacks

Please contact us at (855) 759-8102 before initiating a chargeback so we can attempt to resolve the issue directly. Filing a chargeback for charges that fall outside the refund eligibility described above may be disputed with documented evidence.

10. Contact

Voya Travel — Refunds Department
1209 Orange Street, Wilmington, DE 19801, USA
Phone: (855) 759-8102 (24/7) · Email: refunds@voya.example