This policy governs your use of the Cancel For Any Reason (“CFAR”) product, which you shall adhere to in accordance with clause 2.1 of the Duffel Services Agreement.
- You acknowledge that your use of the CFAR product is a beta trial period and there is no ongoing commitment or guarantee from Duffel that the CFAR product will remain available on the Duffel Platform. The CFAR product will only be available for some Orders and Duffel reserves the right to remove your access to the CFAR product at any time.
- You represent, warrant and undertake that you shall not mark-up the price of the CFAR product as presented in the Duffel Platform.
- You shall provide the Traveller with the CFAR product information during the booking flow prior to purchase and following purchase via email confirmation, which shall include:
a. Refund amount - % and specific monetary amount;
b. Booking reference - Duffel order ID (for post-purchase only);
c. Timeframe for cancellation;
d. A statement that the CFAR product is not insurance;
e. A statement that there are certain exclusions and a link to the CFAR T&Cs included in the Duffel Platform; and
f. Your contact information for initiating a cancellation.
- You acknowledge that the CFAR product can only be added at the time of Order creation, not after.
- Cancellation flow:
a. You shall collect the following information from the Traveller who cancels using the CFAR product: (i) booking reference; (ii) high level reason for cancelling (e.g. changed my mind, personal circumstances etc.); and (iii) any other information notified to you by Duffel.
b. You shall promptly notify Duffel by emailing CFAR@duffel.com that a CFAR product has been used, and shall include the information set out in (i).
c. Once the cancellation has been qualified as a valid cancellation under the CFAR T&Cs, Duffel shall confirm the refund has been added to Your Wallet/Balance in its Account.
d. You shall issue the refund to the Traveller within 5 working days of the confirmation set out in (iii). Duffel reserves the right to remove the refund from Your Wallet/Balance to pay the Traveller directly if You fail to issue the refund to the Traveller within this timeframe.
e. You shall provide a remittance note for the refund promptly upon Duffel’s request.