Refunds & Cancellations Policy
Last updated: October 2025
We want booking with SR Euro Travels to feel fair and hassle-free. This policy explains when refunds are available, how to request one, and how we handle changes, cancellations, delays and special situations. If anything is unclear, please contact us at customerservices@sreurotravels.com.
1) Who we are & how refunds work
SR Euro Travels acts as a travel agent. We arrange tickets and services from travel operators (e.g., Eurostar and other partners) on your behalf. Your booking is always subject to the fare rules and terms of the operator that issues the ticket, as well as our policy below.
- Original payment method: Approved refunds are returned to the original payment method used at checkout (Stripe/Klarna/your card). We cannot refund to a different card or account.
- Processing time: Once approved by us and the operator (where required), refunds are typically processed within 7–10 business days. Your bank/issuer may take additional time to post funds.
- Currencies & fees: Refunds are issued in the original transaction currency. Any bank exchange differences or card issuer fees are outside our control.
2) Rail tickets (Eurostar & other rail)
Rail tickets fall into different types with different rules:
- Non-refundable fares: Most promotional and saver fares are non-refundable after purchase. Date/time changes may be unavailable or may carry a fee set by the operator.
- Flexible / semi-flex fares: These may allow changes or refunds, sometimes up to a cut-off before departure. Operator change/refund fees and any fare differences apply.
- No-shows: If you do not travel and do not change/cancel before the cut-off (where allowed), the ticket is usually forfeited and non-refundable.
Important: Where a fare is non-refundable under the operator’s rules, we cannot override that. We will always tell you the most flexible option available before you confirm.
3) Operator disruption (delays, cancellations, strikes)
If your train is cancelled, significantly delayed, or otherwise disrupted by the operator:
- We will help you claim a refund or alternative travel per the operator’s policy (for Eurostar, this may include re-routing or a refund).
- Compensation and entitlements are determined by the operator’s policy and applicable rail passenger rights regulations. We’ll guide you through the process but do not decide the outcome.
4) Our errors
If we make a mistake (e.g., duplicate charge or incorrect ticket details not matching your submitted form), we will correct the booking or issue a full refund promptly. Please report any issues within 24 hours of receiving your confirmation.
5) Changes & cancellations requested by you
- Before ticket issue: If you contact us before tickets are issued, we’ll cancel at no fee and refund in full.
- After ticket issue: Changes/cancellations are governed by the fare rules. Where permitted, operator fees and fare differences apply. We may charge a modest service/admin fee (shown before you approve) to process changes.
6) Price errors & availability
Very rarely, obvious pricing or availability errors may occur. If so, we will contact you immediately. You can choose to:
- Cancel with a full refund, or
- Proceed at the correct price (we will seek your consent first).
7) Cooling-off & consumer rights
Under UK Consumer Contracts Regulations, many travel services are exempt from the standard “cooling-off” right to cancel. That means once you confirm a travel booking, you may not be entitled to a refund unless the fare rules allow it or the operator cancels the service. This does not affect your statutory rights for services not provided.
8) Flights & hotels provided via partners (Travelpayouts, etc.)
When you search and book flights/hotels from our website via partner widgets or links, you are completing your booking directly with the partner or supplier (e.g., airline, OTA, or hotel platform). For those bookings:
- Payments, changes, and refunds are handled by the partner you book with and are subject to their terms and conditions.
- If you need help finding the right contact for a refund request, we’re happy to assist, but we cannot process or approve refunds for bookings made with a third-party supplier.
9) eSIMs (digital products)
Once an eSIM has been issued/activated or a QR/code delivered, it is generally non-refundable (digital goods). If there is a technical issue preventing activation, contact us immediately. We will troubleshoot and liaise with the eSIM partner; successful refunds depend on the provider’s policy and proof of non-use/ineligibility.
10) Fraud prevention & chargebacks
- We may request additional verification to protect against fraud (e.g., confirmation of passenger names). If verification is not provided, we may cancel and refund to the original payment method.
- If you dispute a legitimate charge with your card issuer (a “chargeback”) after receiving valid tickets, we reserve the right to contest the dispute and provide evidence of supply.
11) How to request a refund or change
To help us help you quickly, please email customerservices@sreurotravels.com with:
- Your booking reference
- Passenger names and travel date
- What you’d like us to do (refund, change, or operator disruption support)
- Any supporting evidence (operator cancellation notice, delay info, etc.)
We aim to acknowledge within 1 business day and advise next steps/timelines. For urgent same-day travel, mark your subject line as URGENT.
12) Admin/service fees
Where a fare allows refunds/changes, the operator may charge their own fee. We may also apply a small admin fee for our time (quoted to you in advance), except where the error is ours or the operator cancels the service — in which case there is no SR Euro Travels fee.
13) Contact
If you have questions about this policy or need help with a booking, please contact our Customer Services team:
Email: customerservices@sreurotravels.com
This policy is designed to be clear and fair. Nothing in it limits your statutory rights. Where operator fare rules differ, the operator’s rules will prevail for that ticket type.