Cancellations and refunds

Partner hotel rooms

Before you confirm, the page states one of three things: free cancellation until a specific date and time, non-refundable, or that the hotel's own policy applies. That statement comes straight from the hotel through our booking partner.

1. 1. You cancel from the booking page under My trips. The cancellation goes to the hotel immediately — we do not hold it or batch it.
2. 2. The hotel releases the room and decides the refund due under the rate you booked. A free-cancellation rate cancelled in time is normally refunded in full; a non-refundable rate normally is not.
3. 3. The money comes back the way it went out, on the hotel and payment provider's timetable. That is typically a few days to a few weeks. Zuri does not hold your money, so we cannot make it arrive faster — but we can and will chase it.

After the free-cancellation deadline, or on a non-refundable rate, cancelling in the app is switched off — showing a button that would take your room away without a refund would be worse than useless. Contact us instead: hotels will sometimes move a date or waive a fee, especially for illness or a cancelled flight, and we will ask on your behalf. We cannot promise the answer.

Bookings with Zuri operators

Safaris, lodges and experiences booked with operators who list on Zuri are confirmed by the operator, and their own cancellation terms apply. Where a deposit has been paid through Zuri, the operator decides what is refundable; we pass the request on and show you their reply in the booking conversation.

Flight tickets

A flight quote you have not accepted can be dropped at any time — there is nothing to cancel. Once a ticket has been issued, the airline's fare rules decide what a change or a refund costs, and we tell you those rules before you accept the quote rather than after. Consolidator fares are frequently non-refundable or carry a change fee larger than most people expect; where that is true of the fare we find you, it will say so in the quote.

If you need to change or cancel an issued ticket, come to us rather than the airline — an agency-issued ticket usually has to be reissued by the agency that issued it, and the airline will send you back to us anyway. Government taxes are often refundable even on a non-refundable fare; we will claim those for you.

When the hotel or operator cancels

If the other side cancels — overbooking, a closure, a change of plan — you are due back what you paid for that booking. We will tell you as soon as we know, help you find something else, and chase the refund. Zuri does not charge you a fee in that situation.

When something goes wrong at the hotel

Raise it with the hotel first and while you are still there — a problem recorded at the desk is far easier to resolve than one raised a week later. Tell us too, with dates and photographs if you have them, and we will take it up with the partner. As your agent we can press the case; we cannot overrule the hotel's decision.

Test bookings

While partner booking runs in test mode, no payment is taken, so there is nothing to refund. Cancelling a test booking simply releases the simulated reservation.