A refund isn't a phone queue: almost everything is handled on your own in your Sales.Travel account in a couple of minutes. The request is registered instantly, and the system then reaches out to the service provider for you.
Open My bookings, select the order, tap Cancel or Refund, choose a reason and confirm. The money returns to the same card or payment method you used. The refundable amount and any deductions depend on the fare and the provider, so you'll see the final figure on the confirmation screen before you submit.
01 / Before you startWhat to check before you apply
Before you tap Refund, make sure you're signed in to the same account the order was placed under and that the booking is genuinely yours. A refund is always tied to the original payment method, so there's no need to switch the card you paid with — even if it has expired, the bank will usually route the money to your active account.
- Order status. Refunds are available for paid, confirmed bookings; for orders still being processed the button may be inactive.
- Service type. Flights, hotels, tours and insurance follow different rules — the final amount is calculated for each one separately.
02 / How to do itA refund in five steps
Open My bookings
Go to My bookings and find the order in the list. Active bookings are usually shown at the top.
Open the booking card
Tap the order to see the details: services, passengers, fare and the available actions.
Tap Cancel or Refund
The button appears when a refund is possible for this booking. Tapping it opens the request form.
Choose a reason
Pick a reason from the list (changed plans, force majeure, illness, and so on). The reason can affect the refund type and which documents are required.
Check the amount and confirm
The confirmation screen shows the estimated refund and any deductions. If everything looks right, confirm the request. The money goes back to the same payment method.
03 / How much comes backWhat the amount depends on
Sales.Travel doesn't set deductions arbitrarily: the refundable amount is defined by the fare rules and the provider's policy — the airline, hotel or tour operator. That's why two similar bookings can refund differently. Here's what typically shapes the outcome.
04 / After you applyWhat happens next
Once confirmed, the request goes into processing: Sales.Travel forwards it to the provider, the provider agrees the calculation, and the funds are sent back to your payment method. The status is visible in the booking card at any time. Crediting times depend on the provider and your bank, so the money may not arrive instantly.
- 01Request registered — the system has accepted it and assigned a number.
- 02With the provider — the airline, hotel or operator is agreeing the refund.
- 03Refund sent — the money is on its way to your payment method; crediting is on your bank's side.
05 / FAQCommon questions about refunds
Can the money go to a different card?
No. A refund always goes back to the same payment method you used. If the card has been reissued or closed, the bank usually routes the funds to your active account — no extra action is needed from you.
There's no Refund button — what now?
It means an automatic refund isn't available for this booking right now (for example, the order is still processing or has a special fare). Message us from your account or call support on 8 800 1000-646, and an agent will register the case manually.
When will the money arrive?
Timelines depend on the provider and your bank and aren't fixed. Watch the status in the booking card: once we send the refund, the rest of the crediting is on your issuing bank's side.
I applied by mistake — can I undo it?
While the request hasn't reached the provider yet, you can sometimes cancel it right in the booking card. If the status is already "processing", contact support as soon as possible and we'll try to pause it.