1. Dynamic, supplier-based cancellation terms

Holiday Lydian aggregates inventory from hotels, tour operators, transfer companies and car-rental suppliers. Cancellation and refund terms are not fixed platform-wide — they are set per product and computed at the moment of booking by our cancellation engine, which applies the penalty tier that matches how far in advance you cancel. The exact terms (free-cancellation deadline, penalty percentage and non-refundable portions) are displayed on the product page and in your confirmation.

2. Free-cancellation window

Many products offer a free-cancellation window (for example, up to 24 or 48 hours before check-in, pickup or start time). If you cancel within that window, you are refunded the eligible amount in full. Once the window closes, penalty tiers apply and part or all of the price may become non-refundable, exactly as shown before you paid.

3. Partial refunds

When a cancellation falls into a penalty tier, we refund the portion of your payment that remains eligible after the supplier penalty is deducted. The penalty is calculated by the cancellation engine using the supplier's rules and the timing of your request; the refundable balance is returned to your original payment method.

4. Non-refundable and special-rate bookings

Some rates are sold as strictly non-refundable in exchange for a lower price. These are clearly labelled before checkout. For non-refundable bookings no amount is returned on cancellation, except where a refund is required by applicable law or granted by the supplier.

5. Failed or incomplete bookings

If a payment is captured but the booking cannot be confirmed by the supplier (for example, the room or seat is no longer available), the transaction is automatically reversed and the full captured amount is returned to your card. You are never charged for a booking we could not confirm.

6. Supplier-initiated cancellations

If a supplier cancels a confirmed booking (for example, an operator cancels a tour or a hotel becomes unavailable), you are entitled to a full refund of the amount paid to Holiday Lydian for that booking, or — where offered — an alternative of equivalent value. Refunds for supplier-initiated cancellations are not subject to penalty tiers.

7. How refunds are processed

• Refunds are issued to the original payment method through our card processor (Stripe).
• We do not hold or store your full card number; refunds route back to the card used at checkout.
• Once we approve a refund, Stripe typically settles it within 5–10 business days, depending on your bank.
• You receive email confirmation when a refund is initiated.

8. AI trip planning

Our AI trip-planning assistant provides suggestions and guidance only. It does not create a binding booking or price on its own, and its recommendations do not change the refund terms of any product. Refunds are always governed by the cancellation conditions of the product you actually book.

9. Currency and fees

Refunds are returned in the same currency in which you were charged. Any difference caused by exchange-rate movement or bank fees between the charge and the refund is outside Holiday Lydian's control.

10. Requesting a refund

You can request a cancellation or refund from your account under your bookings, or by contacting our support team. Please include your booking reference so we can locate the reservation and apply the correct terms.