Refund Policy

Runaway Travels Limited
Effective Date: 25/05/2025
Last Updated: 25/05/2025

1.Overview

1.1 This Refund Policy outlines the terms and conditions under which refunds may be issued for flights and related travel services booked via Runaway Travels Limited (“Runaway Travels”, “we”, “our”, or “us”).
1.2 This Policy is incorporated by reference into our Terms and Conditions and complies with applicable laws, including:

  • The New Zealand Consumer Guarantees Act 1993
  • The General Data Protection Regulation (GDPR) for users in the European Union and European Economic Area
  • The California Consumer Privacy Act (CCPA) for California residents

2.Role as a Booking Agent

2.1 Runaway Travels operates as an intermediary between customers and airlines or other travel service providers.
2.2 Refunds are subject to the fare rules, terms, and cancellation policies of the relevant service provider. Runaway Travels does not have authority to override supplier refund conditions.

3.Refund Eligibility

Refunds may be available under the following circumstances:

3.1 Airline or Provider-Initiated Cancellation

  • If your flight is cancelled by the airline or service provider, we will assist in processing a refund, subject to their policy.
  • In some cases, a credit voucher or rebooking option may be offered instead.

3.2 Customer-Initiated Cancellation

  • If permitted by the fare type, partial or full refunds may be available, less any non-refundable fees.
  • Refundability will depend on the airline’s fare rules, which are presented at the time of booking.

3.3 Duplicate or Erroneous Bookings

  • If a technical error results in a duplicate booking, notify us within 24 hours for resolution and possible refund.

3.4 Medical or Emergency Situations

  • Some providers may offer discretionary refunds in case of documented emergencies. Supporting evidence (e.g., medical certificates) may be required.

4.Non-Refundable Transactions

The following are typically non-refundable unless otherwise stated:

  • Low-cost or promotional fares explicitly marked as non-refundable
  • Ancillary services such as seat selection, meals, and baggage
  • Runaway Travels’ service and processing fees
  • Travel insurance, unless cancelled within the insurer’s cooling-off period
  • Partially used tickets

5.How to Request a Refund

5.1 All refund requests must be submitted in writing to refunds@runaway.co.nz, including:

  • Your full name and booking reference
  • The reason for the refund request
  • Supporting documentation (if applicable)

5.2 Our team will:

  • Review the request and confirm airline/provider policies
  • Submit the refund application on your behalf (if applicable)
  • Provide email confirmation of the outcome and processing time

6.Refund Timelines and Payment

6.1 Processing times vary depending on the service provider. Most refunds are processed within 7 to 30 business days.
6.2 Refunds are issued to the original form of payment used for the transaction.
6.3 Runaway Travels is not responsible for delays caused by banks, credit card providers, or airline backlogs.

7.Fees and Deductions

7.1 Runaway Travels may deduct:

  • Administrative or cancellation fees as disclosed at time of booking
  • Any non-refundable supplier charges
  • Credit card surcharges where applicable
  • All such fees are communicated clearly and transparently during the booking process.

8.Consumer Rights

8.1 New Zealand Residents

Under the Consumer Guarantees Act 1993, you may be entitled to remedies where services are not delivered with reasonable care or match what was promised.

8.2 EU/EEA Users (GDPR & EU Consumer Law)

You may be entitled to a refund or compensation under the EU Package Travel Directive or your local consumer laws. GDPR gives you the right to object to processing of refund-related personal data under certain conditions.

8.3 California Residents (CCPA)

You have the right to request information about refund-related data we hold, and to request deletion of such data where legally permitted. We do not “sell” personal data, as defined by the CCPA.

For more details, see our Privacy Policy.

9.Data Use and Protection

9.1 When processing refund requests, we collect and store personal data to validate your identity, booking, and payment history.
9.2 This data is handled in compliance with:

  • The New Zealand Privacy Act 2020
  • GDPR for EU/EEA users
  • CCPA for California residents

9.3 You may contact us to access, correct, or request deletion of your refund-related data at any time.

10.Updates to This Policy

10.1 This Refund Policy may be updated from time to time. Updates will be published on our website with a revised “Effective Date”.
10.2 Material changes may be communicated via email or other suitable means.

11.Contact Information

To make a refund inquiry, exercise your data rights, or lodge a complaint, contact us:

Runaway Travels Limited
📧 Email: refunds@runaway.co.nz

12.Legal Disclaimer

This Refund Policy is intended for informational purposes and does not supersede statutory consumer protections. Refund decisions are made in accordance with the terms and policies of the service provider.