Refunds
Refunds & cancellations
There isn't one universal refund rule that applies to everything we sell. What's possible depends on the type of product, its status, and the policy that applies to it.
To request help, contact us with your order number and a brief description. We will review eligibility against the product type, order status and applicable supplier or provider rules.
Cancellations
Cancellation eligibility is not the same as a completed refund. Flight cancellations depend on the booked fare and carrier or provider rules. Hotel cancellations depend on the booked rate and its cancellation policy. Digital products and eSIMs may become unavailable to cancel once fulfillment or activation has begun. Fees or penalties shown at booking or returned by the provider may apply. We do not promise a refund amount until the authoritative cancellation and refund outcome is known.
Flight refunds and travel credits
Flight refunds or travel credits follow the fare, carrier and provider conditions for that booking. Being able to cancel does not automatically mean a full refund. Penalties may apply. A supplier refund or credit confirmation is a separate stage from the customer payment refund processed by RW Global Digital.
Hotel and accommodation refunds
Hotel and accommodation refunds follow the booked rate and its cancellation policy. Non-refundable rates may exist. Deadlines and penalties may apply. Review the terms shown before you pay.
Digital products
Eligibility depends on fulfillment, download, activation or consumption status. Defective or non-delivered products may be reviewed under provider rules, this policy and applicable consumer law. There is no blanket rule that every digital product is always non-refundable.
eSIM plans
eSIM refund or cancellation eligibility depends on whether the plan has been fulfilled, installed or used, and on the connected provider’s terms. Once activation or data use has begun, options may be restricted. Verify device compatibility and destination coverage before purchase.
Prepaid / virtual cards
Prepaid and virtual card products are supplied by third-party providers, so refund and cancellation rules depend on the provider and product terms rather than a single site-wide policy.
Travel services
Travel insurance and eVisa tools, where offered, follow the connected insurer or authority. Flight and hotel rules are set out above. Always review the terms shown for that booking.
Customer payment refunds
RW Global Digital handles customer-facing refunds through the appropriate payment refund workflow. A supplier refund confirmation does not automatically mean your original payment has already been refunded. Refund status can be tracked or communicated separately — contact us with your order number for a review.
Already used or redeemed items
Digital products that have already been revealed, redeemed or activated may be subject to additional restrictions, depending on the applicable product or provider policy.
Your statutory rights
Nothing in our policies excludes, restricts or modifies rights you may have under applicable consumer law, including the Australian Consumer Law where it applies. Mandatory statutory rights always prevail over anything inconsistent in our policies.
This page is a general explanation, not legal advice. Always review the terms shown on the specific product before you buy.
Related pages: Refund Policy · Travel Terms · Contact