Not every refund equals the full order value. Sometimes only part of the money comes back — because fare rules withhold a portion, a service has already been used, or a service fee applies. That is a partial refund. At Sales.Travel you see the exact figure to be credited before you confirm the request.
A partial refund returns the amount minus deductions: fare penalties, service fees, or the cost of segments and services already used. The figure to be credited is shown before you confirm. Open the request under My bookings, review the breakdown and confirm — funds are normally returned to your original payment method.
01 / WhenWhen a refund becomes partial
A full refund is more of an exception: it applies to fully refundable fares, involuntary refunds, or within a free-cancellation window. Otherwise the order is reduced by whatever has already been spent or protected by the supplier's terms. As a rule, the closer the service date and the cheaper the fare, the larger the deduction.
- Fare penalty — flights and hotels often allow a refund but withhold a fixed fee or a percentage.
- Service fee — our booking fee is generally non-refundable.
- Used segments — if the outbound flight has already flown, only the unused portion is refundable.
- Services rendered — nights already spent, a completed transfer or an excursion are deducted from the total.
02 / ExamplesWhat the deduction is made up of
Below are some typical scenarios. The exact figures depend on the fare and the supplier, so rely on the breakdown inside your own request rather than on generic percentages.
03 / How to requestHow to see the amount and confirm
Open the order
Go to My bookings and select the order or the specific segment.
Start the calculation
Tap “Request refund.” The system pulls the supplier's rules and shows the amount to be credited after deductions.
Review the breakdown
Check exactly what is being withheld — a penalty, a fee or used services. If anything is unclear, don't confirm yet.
Confirm the request
Once confirmed, the amount is locked in and returned to your original payment method. You can track the status in the request.
04 / Good to knowWhat to keep in mind
- A refund normally goes back to the original payment method — it usually can't be paid out in cash or to a different card.
- Crediting times depend on the bank and the supplier, and usually differ from the moment you confirm the request.
- If an order contains several services, you can refund just one of them — the rest stay active.
- Best to query any disputed deductions with support before confirming: your account, 8 800 1000-646 or the @sales_travel_bot bot.
05 / FAQFrequently asked
Why did I get back less than I paid?
The amount was reduced by a fare penalty, a service fee and/or the cost of services already rendered. The full breakdown is shown in the refund request before you confirm it.
Can I refund just the return ticket?
Often yes: if the outbound flight has already flown, the fare value of the unused leg is refunded minus a fee. The exact amount comes from the calculation for your specific fare.
Is the Sales.Travel service fee refundable?
As a rule the booking service fee is non-refundable and is withheld even on a refundable fare. You can check its status for a specific order with support.
What if the calculation looks wrong?
Don't confirm the request and get in touch: your account, phone 8 800 1000-646 or the @sales_travel_bot bot. We'll go through the deductions against the supplier's rules.