When plans change.
Every part of a trip keeps its own provider's rules, shown before you book. Refunds go back to your card balance, and if a charge looks wrong, a person helps you sort it out.
- Cancellation rules
- The provider's, shown first
- Refunds go to
- Your card balance
- Not booked
- Never charged
Before you pay
- Something sells outThat part isn't charged. Try again, pick an alternative, or book the rest without it.
- A price movesYou see the old and the new price side by side, and choose to keep it or go without.
- A payment is declinedWhat was paid is booked and in My trips; what wasn't is listed, with Retry payment.
- The connection drops while payingViatico checks with the card whether the payment went through before offering anything else, so nothing is paid twice.
Cancelling a booking
Each booking follows the rules of the site it was made on: the airline, the rail operator, the hotel or the booking site. You see them on the board before you book: “Free cancellation until Dec 3”, or “Non-refundable”.
To cancel, use the booking reference in My trips with the provider, or write to us and we'll help. Removing a trip from My trips only hides it; the bookings themselves stay as they are.
Where refunds go
- Back to your card balanceA refund returns to the Viatico card that paid, in US dollars, and shows in Card → Transactions as “Refunded”.
- Converted on the dayA refund of a price in another currency is converted again when it's made, so the dollar amount can differ slightly from what was charged.
- As fast as the providerThe provider decides when to release a refund; once it does, it reaches your balance through the card network.
- Told when it landsWith the Viatico card bot on Telegram, you get a message for every refund, with your new balance.
If a charge looks wrong
Write to support@payship.io with the trip and the transaction from Card → Transactions. We look at what was booked and charged, and take it up with the merchant first; most problems end there.
If the merchant doesn't put it right, the charge can be disputed through the card's issuer, and we'll tell you what's needed. If you think someone else used your card, write to us at once.
In the preview, payments use test funds, so nothing real is charged or refunded.
Read next
The legal terms for bookings are in the Terms of Use.