This Refund Policy explains how refunds work when you deal with Cartout LTD (“we”, “us”, “our”). As an independent holiday-planning consultancy, our position on refunds is straightforward, but it differs from that of a travel agent because we do not take payment for travel.
1. Refunds for our consultancy service
Our planning service is provided free of charge. As we do not charge for the service, there is normally nothing for us to refund. If we ever agree a paid service with you in advance and in writing, the specific refund terms for that service will be set out at the time and will comply with your statutory rights.
2. Refunds for travel arrangements
Because you book and pay your suppliers directly, any refund for a travel arrangement is a matter between you and that supplier. We do not hold, process or refund money for travel. The amount you may be refunded — if any — depends entirely on the supplier’s terms and the fare or rate you chose.
3. How to request a supplier refund
To request a refund for a flight, hotel or other booking, contact the supplier directly and follow their refund process. Keep copies of your booking confirmation and any correspondence. Refund timescales are set by the supplier and can vary considerably. We are happy to help you understand the process, but we cannot submit or guarantee a refund on your behalf.
4. Non-refundable bookings
Many travel products — particularly discounted flights and hotel rates — are partly or wholly non-refundable. Always check the refund terms before you book. Where a booking is non-refundable, the supplier is generally not obliged to return your money, even if your plans change.
5. Cancellations by a supplier
If a supplier cancels your flight or other service, you may be entitled to a refund or alternative under their terms and under applicable laws (for example, air passenger rights). Such claims are made directly with the supplier. We can point you toward the relevant rights, but the refund is provided by the supplier.
6. Travel insurance and card protection
If you cannot obtain a refund from a supplier, you may be able to claim through your travel insurance or, in some cases, through your debit or credit card provider (for example, under Section 75 of the Consumer Credit Act 1974 for qualifying credit-card purchases, or a chargeback). These routes are between you and the relevant insurer or card provider.
7. Payments to us
We will never ask you to pay us for a travel booking. If you ever receive a request to pay Cartout LTD for travel, please do not pay it and contact us immediately, as it may be fraudulent.
8. Contact us
If you have any questions about refunds, contact us at info@cartoutltd.co.uk or on 0203 45454 0000.
Questions about this policy? Contact us at info@cartoutltd.co.uk or call 0203 45454 0000.