Refund and Cancellation Policy

1. Booking-specific rules control

Cancellation, change, credit and refund eligibility depends on the fare, rate or supplier rules shown before purchase and in your confirmation. Some services are non-refundable, non-changeable, non-transferable or subject to deadlines and penalties. Review those rules before authorizing payment. This general Policy does not make a non-refundable booking refundable.

2. Requesting a change or cancellation

Send a request to [email protected] with your confirmation reference and the requested action. A request is not complete until we or the supplier confirm it. If departure or check-in is close, contact both Coco Plums and the supplier using the channels in your confirmation.

Where a change is allowed, you must pay any supplier penalty, fare or rate difference, tax difference and separately disclosed Coco Plums service fee before the change is completed. Prices are recalculated using current availability.

3. No-shows and partially used services

Failure to use a service or arrive by the supplier’s deadline may be treated as a no-show. The supplier may cancel remaining flight segments, nights or services and retain amounts allowed by its rules. Contact us before missing a segment; do not rely on later segments remaining active. Partially used bookings are refundable only when the supplier rules or applicable law provide a refund.

4. Supplier cancellations or changes

If a supplier cancels or materially changes a service, the options and refund rights are determined by applicable law and the supplier’s policy. We will reasonably assist with the options the supplier authorizes, which may include rebooking, credit or refund. Coco Plums does not control when a supplier approves or sends funds that it collected.

5. Refund method and timing

Approved refunds are normally returned to the original payment method by the party that collected the payment. Coco Plums will submit or initiate an approved refund without unreasonable delay after receiving required supplier approval and funds where applicable. Banks, card networks and suppliers control additional processing time.

We will state whether a Coco Plums fee is refundable at checkout or when a service request is approved. Supplier penalties, used services, issuer charges, foreign-exchange differences and non-refundable service fees are not returned unless applicable law or the relevant terms require it.

6. Exceptional events and insurance

Weather, hurricane, illness, government restriction or another event does not automatically override a supplier’s rules. Any exception depends on applicable law, supplier waivers and the evidence requested. Travel insurance may respond to covered events; claims must be made under the insurer’s policy.

7. Questions and payment disputes

Contact [email protected] before initiating a payment dispute so we can explain the charge, booking rule and refund status. This request does not waive or delay a non-waivable right you have under card-network rules or applicable law.