Understanding Booking Statuses

Every reservation on VIAJE moves through a defined set of statuses. Knowing what each status means helps you track your bookings accurately.

• Pending: You have checked out and a payment transaction has been created, but payment has not yet been confirmed. Complete your payment within the window shown. The Cancel button is available at this stage.
• Paid / Confirmed: Your payment has been successfully verified. Your reservation is active and confirmed with the merchant. No action is needed; simply prepare for your service.
• Completed: The service has been rendered and the booking is closed. Nothing more is required. For service quality issues, contact the merchant directly or reach out to support.
• Cancelled: The booking was voided, either by you during the pending stage or due to payment expiry. Rebook if needed. No charge applies to pending-stage cancellations.
• Refunded: A refund was approved and processed for this booking. Refunded transactions appear in the Refunded tab of My Viaje Wallet.

A note on no-shows: "no-show" is a policy outcome, not a separate status you'll see in your Wallet. If you don't show up for your service on the scheduled date, you forfeit the full payment with no refund eligibility per our Terms of Use.

If your payment shows as paid but your booking still shows as Pending, wait a few minutes and refresh My Viaje Wallet. If it remains pending after 30 minutes, contact support at [email protected] with your booking reference and proof of payment.