Cancellation & Refund Policy
How cancellations and refunds work for hotels, activities, cars and packages booked through Jive Travel.
Last updated: September 2026
This Cancellation & Refund Policy explains how cancellations and refunds work for bookings made through the Jive Travel platform. The specific policy for your booking is always shown on the product page and at checkout — that policy takes precedence over the general guidance below.
1. Cancellation Windows
- Free cancellation products — cancel up to the stated deadline (for example, 24–48 hours before check-in or pickup) and receive a full refund.
- Partially refundable products — cancelling after the free window may retain a supplier fee, which is disclosed before you confirm the booking.
- Non-refundable products — some discounted, last-minute or special-rate bookings cannot be cancelled or changed. This is clearly marked at checkout.
2. Refunds by Product Type
- Hotels & stays — governed by the rate's cancellation policy shown before booking. Some rates are pay-at-property or free-cancellation.
- Activities & experiences — many operators offer free cancellation up to 24 hours before the activity start time.
- Car rentals — most rentals are free to cancel up to 24–48 hours before pickup, depending on the supplier.
- Packages — packages combining multiple components follow the most restrictive policy among the included components unless stated otherwise.
3. Request-to-Book Products
If a booking requires partner or supplier confirmation and it is not confirmed within the stated timeframe, any payment you made will be automatically refunded in full.
4. How to Request a Cancellation
Request cancellations as early as possible from your account dashboard (My Bookings) or by contacting us through the "Talk to an Expert" channel. Cancellations take effect from the moment we or the supplier receives your request; deadlines are based on local time at the destination.
5. Processing Times
Approved refunds are returned to your original payment method. Banks and payment providers typically take 5–10 business days to post the funds. Any supplier-imposed fees are deducted before the refund is issued.
6. No-Shows & Late Arrivals
Missing a booking, arriving after departure/pickup time, or being refused service for not meeting participation requirements (age, health, documentation, safety instructions) is treated as a late cancellation and is generally not refundable.
7. Force Majeure
Where a supplier cannot deliver a service due to events beyond their reasonable control (weather, government action, natural events), you will normally be offered a reschedule or a supplier credit; refunds depend on the supplier's own policy and local regulations.
8. Disputes & Chargebacks
If you believe a refund was not processed correctly, contact us first — chargebacks filed without first contacting support may delay resolution.
9. Contact
For questions about a cancellation or refund, reach us through your account dashboard or the "Talk to an Expert" WhatsApp channel on the website.