Refund Policy

Last Updated: 4 February 2026

This policy applies to all bookings made on HolidaySG.com and through HolidaySG’s official communication channels (website, email and WhatsApp).

HolidaySG operates as a booking platform and authorised reseller connecting customers with travel suppliers and service providers.

📌 1. Role of HolidaySG (Intermediary Clause)

HolidaySG acts solely as an intermediary and authorised reseller of travel products and services provided by third-party suppliers.

HolidaySG does not operate attractions, tours, transport, hotels or experiences directly and therefore does not independently determine refund eligibility.

Supplier terms and conditions apply to all bookings.

🎟️ 2. Digital Goods & Instant Delivery

Most products sold by HolidaySG are digital travel products including e-tickets, reservation confirmations and booking vouchers.

These may be delivered instantly or shortly after payment via:

• Email
• WhatsApp
• Customer account/dashboard

Once delivered, digital travel products are considered fulfilled services.

📧 3. Customer Responsibility for Delivery

Customers are responsible for:

• Providing correct email and phone details
• Checking inbox, spam/junk folders and WhatsApp messages
• Ensuring they can receive attachments and links

Failure to check communication channels does not qualify for a refund once tickets or confirmations have been sent.

⏰ 4. Cancellation Windows

Cancellation eligibility depends on the supplier’s policy.

Typical travel industry windows include:

• Fully refundable — cancellation before supplier cut-off time
• Partially refundable — cancellation with penalty
• Non-refundable — no cancellation permitted

The cancellation policy shown at the time of booking applies.

🚫 5. No-Show & Non-Attendance Policy

Bookings are non-refundable in cases of:

• Failure to attend
• Late arrival
• Missed departure or entry time
• Failure to present required documents

Travel products operate on fixed inventory and reserved capacity.

💳 6. Cardholder & Traveller Verification

For fraud prevention:

• The cardholder name must match the booking customer
• HolidaySG may request ID verification
• Bookings may be suspended if verification is not provided

HolidaySG reserves the right to cancel suspicious transactions.

🛡️ 7. Fraud Screening & ID Verification Rights

To prevent fraud and unauthorised transactions, HolidaySG may:

• Request identity verification documents
• Request payment verification
• Cancel or hold suspicious bookings
• Refuse refunds where fraud is suspected

These checks protect customers and suppliers.

🧾 8. Proof of Delivery (CRITICAL FOR BANKS)

A booking is considered successfully delivered when ANY of the following occur:

• E-ticket or voucher sent via email
• Booking confirmation sent via WhatsApp
• Booking visible in customer account/dashboard
• Supplier confirms reservation under customer name

These records constitute valid proof of service delivery.

💰 9. Refund Eligibility

Refunds may be approved only when permitted by supplier policies.

Refunds may be granted when:
• Booking cancelled within allowed window
• Supplier cancels or cannot fulfil booking
• Duplicate or incorrect charges verified
• Confirmed unauthorised transactions

Non-refundable products remain non-refundable unless supplier approves.

🕒 10. Refund Processing Timeline

Once supplier approval is received:

Refunds are processed within 7–14 working days

Actual timelines depend on:
• Supplier confirmation
• Payment gateway processing
• Bank processing times

💳 11. Method of Refund

Refunds are issued to the original payment method whenever possible.

HolidaySG cannot control bank or gateway delays.

🚨 12. Chargebacks & Payment Disputes (VERY IMPORTANT)

Customers must contact HolidaySG before initiating a chargeback.

Filing a chargeback without contacting us may result in:

• Immediate booking cancellation
• Suspension of services
• Submission of evidence to the bank

HolidaySG will provide banks with proof of delivery and transaction records.

💼 13. Non-Refundable Fees

The following may be non-refundable:

• Payment gateway fees
• Currency conversion fees
• Supplier service fees
• Administrative or processing costs

⚖️ 14. Limitation of Liability

HolidaySG is not liable for:

• Supplier service quality or operational issues
• Schedule changes or closures by suppliers
• Travel disruptions outside our control

HolidaySG’s liability is limited to the amount paid for the booking.

📩 15. Refund Requests

To request a refund:

📧 support@holidaysg.com
📱 +65 8083 7102

Provide booking reference for faster assistance.

🕒 Refund Processing Timeline

Refunds involve multiple parties (supplier → payment gateway → bank).
Processing time may therefore vary depending on each stage below.

Step 1 — Refund Request Review

Once we receive your refund request, we will review and submit it to the relevant supplier within 1–3 working days.

Step 2 — Supplier Decision

Suppliers typically respond within 3–7 working days, depending on the product and booking conditions.

Step 3 — Refund Processing by HolidaySG

After supplier approval, HolidaySG will initiate the refund within 3–5 working days.

Step 4 — Bank / Payment Gateway Processing

After the refund is issued, banks and payment providers may take:

• Credit/Debit Card: 5–14 working days
• PayNow / Bank Transfer: 3–7 working days

⏱️ Estimated Total Timeline

Most refunds are completed within 7–21 working days.

Delays may occur due to:
• Supplier investigation or verification
• Peak travel periods or public holidays
• Bank or payment provider processing times

HolidaySG will keep customers informed of the refund status via official communication channels.