This is easy to do via your account. Log in and click on the booking you wish to cancel; after that, the process will be self-explanatory. Depending on the arrival date and when the booking is made, we may charge you a fee for cancellations. 
 
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For bookings made after 1 September 2026, the following applies:

  • If you cancel within 7 days of making your booking and your arrival date is more than 8 weeks away, you will receive a 100% refund of the travel sum.
  • If you cancel more than 7 days after making your booking, but your stay is still more than 8 weeks away, you will receive a 50 per cent refund of the total cost.
  • If your arrival date is within 8 weeks, unfortunately you are not eligible for a refund. You will then be required to pay 100 per cent of the total cost.

For bookings made before 1 September 2026, the following applies:

  • If you cancel within 3 days of making your booking and your arrival date is more than 6 weeks away, you will receive a 100 per cent refund of the travel sum.
  • If you cancel more than 3 days after making your booking, but your stay is still more than 6 weeks away, you will receive a 50 per cent refund of the total cost of the trip.
  • If your arrival date is within 6 weeks, you are unfortunately not eligible for a refund. You will then be required to pay 100 per cent of the total cost of the trip.
If your booking was made between 63 and 5 days before arrival, you can cancel free of charge within 24 hours. Have you made a booking with an arrival date within 5 days? In that case, it is not possible to cancel free of charge. 
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You can easily do so online via Europ Assistance's website. Create an account, fill in your personal details and add the necessary documents. Europ Assistance staff will then process your claim.
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Within 24 hours of cancelling your booking, we will send you a confirmation by e-mail. Did you not receive it or did you lose it? Check your junk mail to be sure. If not, please request the cancellation confirmation again via the link below.
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Within 4 weeks, the amount will be refunded to the account number you paid with.
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If you rebook to another stay, the amount you used from the gift card will be transferred to your next stay. If you cancel your stay and are entitled to a refund, the amount will be automatically transferred to your bank account within 4 weeks. 

*For cancellations, we may charge a fee depending on the arrival date and time of booking.
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