Refunds & Cancellations
Plans change — we get it. Here's how to cancel a booking and request a refund through your TravelPearls account, and how long it takes.
Just need different dates? A date change is often a great alternative to cancelling. Email us at hello@travelpearls.com and we'll do our best to accommodate, subject to availability and supplier approval.
How to request a refund
The whole process takes a couple of minutes and happens entirely in your account — no phone calls required.
- 1
Log in to your account
Sign in at the My Account section using the email address you booked with. If you checked out as a guest, an account was created for you — use the sign-in code sent to your email.
- 2
Open the booking
Go to My Bookings and select the booking you'd like to cancel. Your cancellation terms are shown right on the booking — either a “Refundable until” date, or your change-of-mind and credit dates.
- 3
Submit your refund request
Select Request Refund, tell us briefly why you're cancelling, and submit. You can request a full refund (the default) or a partial amount if that suits your situation better. If your booking shows a Cancel booking button instead, see “Change-of-mind and credit bookings” below.
- 4
We review and confirm
Our team reviews your request against the cancellation terms of your booking and confirms the outcome by email. The cancellation date is the date we receive your request.
Change-of-mind and credit bookings
Some deals are sold with a change-of-mind window followed by credit. Your booking shows a Cancel booking button and the dates that apply to you, and the cancellation happens straight away — no review step.
- Inside your change-of-mind window: choose a full refund to your original payment method, or keep the amount as TravelPearls credit.
- After that, up to the hotel's cancellation deadline: 100% of what you paid becomes TravelPearls credit, which you can spend at checkout on any other live deal. No cash refund is available in this period.
- After the hotel's deadline: the booking is non-refundable, with no refund or credit.
The date shown on your booking is the last full day we can receive your request. Credit is valid for 12 months and lives under My Credits. Full details are in section 5B of our Terms.
How long does it take?
Approved refunds are returned to your original payment method. Allow up to 10 business days for the money to appear back in your account.
We process an approved refund straight away — most of that time is your bank or card issuer posting the funds back, which sits with the banking system rather than with us. If a refund hasn't appeared after 10 business days, get in touch and we'll chase it for you.
You can keep an eye on pending refunds from your account dashboard — any refund still being reviewed or processed is shown there.
Good to know
Cancellation terms vary by deal
Some deals are fully refundable until a set number of days before check-in (anywhere from 30 days down to as little as 3). Others have a change-of-mind refund window followed by credit. Your exact terms are shown at the room selection on the deal page, on your booking summary before purchase and on the booking itself.
Refunds go back to your original payment method
Approved refunds are returned to the card or payment method you paid with. We can't redirect a refund to a different card or account.
No-shows aren't refundable
If you don't check in on your scheduled arrival date without cancelling first, the booking is treated as a no-show and no refund is issued — so if plans change, let us know before your check-in date.
Your consumer rights are protected
Nothing in our cancellation terms limits or excludes any rights you may have under the Australian Consumer Law.
The full policy lives in our Terms of Service — Cancellation & Refund Policy.
Need a hand?
If you're not sure about your cancellation terms or a refund hasn't arrived, the concierge team is happy to help.
Email hello@travelpearls.com or call +61 2 5300 8033