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  2. Buying in TravelgateX
  3. Buyers | Frequently Asked Questions

How to review Cancellation Policies?

First of all, bear in mind that the cancellation policies to be taken into account are those received at quote step. That is, when we value the option chosen. The policies that appear in search are simply informative, they do not have to be the final ones nor will they be applied at the time of cancelling the reservation.

The policies will appear in <CancelPenalties> field, where it will be reflected whether the option is refundable or not. If it is refundable, there may be a time requirement to cancel without penalty. Penalties will also appear if you cancel out of time.

Example:

<CancelPenalties nonRefundable = "false">
<CancelPenalty>
<HoursBefore>48</HoursBefore>
<Penalty type = "Importe" paymentType = "MerchantPay" currency = "EUR">xx</Penalty>
</CancelPenalty>
<CancelPenalty>
<HoursBefore>0</HoursBefore>
<Penalty type = "Importe" paymentType = "MerchantPay" currency = "EUR">xx</Penalty>
</CancelPenalty>
</CancelPenalties>

In case you have an issue with a provider about discordance between policies, you can always check the <AuditData> field where the direct response from the provider appears with all the data they sent. If the policies shown in our response are the same as those sent by the supplier, please report the case directly to the supplier as we act as a simple information bypass.

If there are any discrepancies, please do not hesitate to contact our Customer Care team.