Last updated: 7 October 2026
This Cancellation & Refund Policy applies to travel services booked through NOVAÉ Travel. Because travel arrangements frequently involve third-party suppliers, cancellation and refund conditions may vary between bookings.
1. Cancellation Conditions
Customers may request cancellation of a booking by contacting NOVAÉ Travel using the contact details provided on our website.
The cancellation conditions applicable to a booking will depend on the individual services included and the rules imposed by the relevant travel suppliers.
These may include:
- Airline cancellation or ticketing conditions
- Hotel cancellation policies
- Tour and activity cancellation conditions
- Transfer or transportation provider policies
- Special promotional or non-refundable rates
2. Non-Refundable Bookings
Some travel products may be offered on a non-refundable basis. This may include certain airline tickets, hotel rates, promotional offers, tours, activities or other travel arrangements.
Where a booking or component is clearly identified as non-refundable, a refund may not be available after confirmation.
3. Refund Eligibility
Where a booking is eligible for cancellation and refund, the amount refunded will be determined according to the applicable supplier conditions.
Any cancellation charges, supplier penalties, non-refundable components or other applicable charges may be deducted from the refund amount.
4. Refund Processing
Once a refund has been approved and any applicable supplier refund has been confirmed, NOVAÉ Travel will arrange the eligible refund through an appropriate payment method.
Where possible, refunds will normally be returned to the original payment method used for the transaction.
The time required for funds to appear in the customer's account may vary depending on the payment processor, card network, issuing bank and travel supplier.
5. Supplier Processing Times
Some refunds require NOVAÉ Travel to first receive confirmation or funds from the airline, hotel, tour operator or other travel supplier.
In such circumstances, processing time may depend on the supplier's refund procedure and cannot always be controlled by NOVAÉ Travel.
6. Booking Amendments
Requests to change travel dates, passenger information, accommodation, flights, transfers, activities or other booking components are subject to availability and supplier rules.
Fare differences, rate differences, amendment charges or other supplier fees may apply.
7. Customer No-Show
Failure to arrive, check in, board transportation or participate in a confirmed service may be treated as a no-show by the relevant supplier.
No-show bookings may be partially or fully non-refundable depending on the supplier's conditions.
8. Flight Cancellations & Schedule Changes
Where an airline cancels or materially changes a flight, available options will depend on the airline's applicable policy, fare rules and passenger entitlements.
Where NOVAÉ Travel arranged the affected service, we will assist the customer with available rebooking, credit or refund options provided by the relevant supplier.
9. Hotel or Supplier Cancellation
If a confirmed hotel, activity, transfer or other supplier is unable to provide the booked service, NOVAÉ Travel will assist with the options made available by that supplier, which may include an alternative arrangement, travel credit or refund.
10. Events Beyond Reasonable Control
Travel may be affected by events outside the reasonable control of NOVAÉ Travel or its suppliers, including severe weather, natural disasters, government restrictions, airport closures, industrial action, public health measures or other extraordinary circumstances.
Refunds, credits or amendments in these circumstances will generally depend on the policies and conditions of the relevant travel suppliers.
11. Payment Processing Charges
Where payment processors, banks or other financial service providers apply charges that are not refundable to NOVAÉ Travel, those amounts may not form part of the refundable amount, subject to applicable requirements.
12. How to Request a Cancellation or Refund
To request a cancellation, amendment or refund, please contact NOVAÉ Travel and provide sufficient booking information for us to identify your reservation.
This may include:
- Customer name
- Booking or reference number
- Travel dates
- Service being cancelled or amended
- Reason for the request
We will review the applicable booking and supplier conditions and advise you of the available options.
13. Chargebacks & Payment Disputes
If you believe that a payment has been processed incorrectly or that there is an issue with a confirmed booking, please contact NOVAÉ Travel promptly so that we can investigate the transaction and attempt to resolve the matter.
Submitting a payment dispute or chargeback does not automatically override the cancellation, refund or supplier conditions applicable to the booking.
14. Contact Us
For cancellation, amendment or refund assistance, please contact NOVAÉ Travel using the contact information published on our website.