Your refund will usually be initiated and processed within 5-7 business days. The actual timing of when you receive your refund may vary based on the booking channel, merchant's refund policy and the status of your booking or cancellation.
Checking Refund Status
To track the status of your refund or booking cancellation, please log in to your account and head over to the Purchases section.
Here's what you need to know about how refunds are processed:
Hotel or Flight Purchases (made directly in the app)
For purchases made directly in the app for Stays & Flights, Vuelo will be responsible for initiating the refund directly to your account and the status of your refund will be shown within the Purchases section of the app under the Refunds tab. Your can contact our Customer Service team via the in-app chat for booking assistance.
Purchases made via Book By Brand or Virtual Card
For purchases made via Book By Brand or Virtual Card, the merchant (or the brand you booked with) will be responsible for initiating the refund to the 16 digit card number shown on your virtual card. You can select the Show Card Details option within the Purchases section of the app if you need to know the full card number, expiry & CVV.
Slice It
Refunds for Slice It transactions are handled differently based on your payment schedule, the amount you've paid, and whether the merchant issued a full or partial refund.
Full Refund - Once your refund request is registered, any remaining payments will be canceled, and the already paid amount will be refunded to your original payment method.
Partial Refund - If the partial refund exceeds the remaining balance of your booking, the refund amount will be subtracted from the outstanding balance, and the difference will be credited back to your original payment method. If the partial refund is less than the remaining balance, the amount will be deducted from the outstanding balance and spread evenly across the remaining payments. You can monitor these updates in our app.
Still Awaiting Your Refund?
If you're still waiting for your refund, please consider the following:
- Depending on your financial institution, it may take up to 14 days for the funds to reflect in your account.
- Check the refund status against your original payment method.
If after 14 days you have not received your refund, or if your original payment method is associated with a closed bank account or credit card, please reach out to our Customer Service team for assistance.
If your payment plan has not been executed by the merchant, please contact the merchant directly to confirm your refund or booking cancellation. We are here to help resolve any issues you may encounter.