How to Cancel Your Booking

The Cancel option on VIAJE is only available while the booking is unpaid, meaning the payment status is pending, failed, or rejected. Once your payment has been credited and your booking is paid, the cancellation option is no longer available on the platform.

How to cancel an unpaid booking:

1. Go to My Viaje Wallet from your account dashboard.
2. Tap View on the booking you want to cancel to open its details.
3. If the booking is still unpaid (payment pending, failed, or rejected), a Cancel Booking button will be visible inside the details.
4. Tap Cancel Booking to void the transaction.

Note: for some online bookings (e.g. cash-style methods) the self-cancel button may not appear, and for PayPal it will ask you to contact support instead. If you don't see it and believe the booking is unpaid, contact support.

What happens when you cancel an unpaid booking:

• The transaction is immediately voided.
• You are not charged anything, as no payment was processed.
• The booking is removed from your active reservations.

Important restrictions:

• If your booking is already paid or confirmed, there is no cancellation button. If you want to stop the booking, use the Request Refund button (go to My Viaje Wallet and tap View on the booking) if you are eligible, or contact support.
• Promotional bookings are not refundable or rebookable, per our Terms of Use.

If you cannot see a Cancel button and believe your payment has not been processed, contact support at [email protected] before attempting to rebook.