Refund eligibility and how to check refund status

Which refund policy applies?

Refund eligibility follows the refund policy of the provider for your specific booking. Check the policy shown before payment and in your booking confirmation for refund conditions, deadlines, cancellation charges and any non-refundable amount.

Different hotels, activity operators, event providers and transfer operators may have different policies. A booking with several services can therefore have different refund outcomes for each item. Contact support if you need help finding the applicable provider policy.

Request a refund

1. Check the provider’s refund policy and whether a cancellation request is needed first.
2. Open My bookings and review the options for the affected reservation.
3. If you need assistance, email support@dhombe.com with your booking reference, traveller name, affected service, reason for the request and relevant payment receipt.
4. Keep the request reference and any written approval. Submitting a request does not mean it has been approved.

Check your refund status

Sign in and open Refund status, also linked from the help page. Review any available status or request for additional information. If you cannot find the request, contact support with the booking and refund references.

When will the money arrive?

Ask for the expected processing time when the refund is approved. Refunds normally return to the original payment method; the time for funds to appear also depends on the bank or payment processor. There is no single guaranteed refund timeline for every provider. Your applicable rights remain unaffected.