Buyer protection
Buying with confidence
Understand how your payment is handled, what happens during a booking transfer and where to get help if something goes wrong.
Step by step
How your booking purchase works
- 1
Pay through Transfer Travel
For travel bookings purchased through our checkout, we hold your payment while the seller completes the transfer.
- 2
Receive your updated booking documents
The seller has up to 72 hours from purchase to complete the transfer and provide your updated booking documents. If there’s a delay, we’ll let you know. In some cases, we may agree a short extension with you, for example if the supplier needs more time to process a name change. If the transfer can’t be completed, or you don’t want to agree to an extension, we’ll cancel the sale and arrange your refund in line with our terms.
- 3
Check and confirm
Check that the names, dates and booking details are correct, and confirm that you’ve received everything through Transfer Travel. You have up to seven days from purchase to confirm receipt or raise a concern. Please only confirm once you’ve checked everything. If anything is missing or incorrect, contact us as soon as possible.
- 4
The seller receives payment
Seller payments are released seven days after purchase, subject to the required checks and our terms.
Help
If something goes wrong
The transfer hasn’t been completed.
If there’s a delay, we’ll let you know and may ask whether you’re happy to allow a little more time. If the transfer can’t be completed, or you don’t agree to an extension, we’ll cancel the sale and arrange your refund in line with our terms.
The seller isn’t responding.
Contact us with your order reference and we can follow up with the seller. Sellers are expected to complete the transfer within 72 hours. We’ll keep you updated if there’s a delay.
The booking details don’t match.
If the documents differ from the listing, or your details are incorrect, please don’t confirm successful receipt. Contact us as soon as possible with your order reference and details of the problem.
We review purchase concerns individually. Reporting a problem doesn’t automatically guarantee a refund, and your statutory rights aren’t affected.
Fees
Transfer and name-change fees
Some suppliers charge a fee to transfer a booking or change the traveller’s name. Check the listing for the amount, who pays it and any conditions before purchasing. If the fee isn’t clear, please contact us before paying.
If a transfer can’t be completed, we’ll refund your payment to Transfer Travel in line with our terms. Any fee paid directly to a supplier is subject to that supplier’s conditions.
Checklist
Before you buy
Please check:
- The travel dates, destination and number of travellers.
- What’s included in the booking.
- Whether the supplier allows the booking to be transferred.
- Any transfer fees or other charges.
- The supplier’s cancellation and amendment conditions.
- Your passport, visa and other travel requirements.
Sellers are responsible for providing accurate listing details and checking that their booking can be transferred. Buyers should also check the supplier’s conditions before purchasing. If anything is unclear, ask the seller or contact us before paying.
Afterwards
After the booking is transferred
The travel supplier’s terms apply to your booking, including their rules on changes, cancellations and refunds. Changing your mind doesn’t automatically entitle you to a refund. Many bookings listed on Transfer Travel are non-refundable, so please check the conditions before purchasing.
For changes, cancellations or issues with the travel service itself, contact the airline, accommodation provider or other relevant supplier. Transfer Travel’s payment and transfer process is separate from travel insurance. Check whether any existing booking protection applies and consider suitable travel insurance for your trip.
Vouchers
Buying a travel voucher?
Voucher purchases work differently from travel bookings. Transfer Travel advertises vouchers on behalf of sellers. Buyers and sellers arrange payment and delivery directly with each other.
We don’t collect or hold the voucher purchase payment, verify the voucher code or available balance, or handle delivery or refunds between the buyer and seller. The booking payment and transfer arrangements described above don’t apply to voucher purchases.
Before paying, check the voucher’s value, currency, expiry date and restrictions. Where possible, confirm the details directly with the issuer.
Need help with a booking purchase?
Email support@transfertravel.com with your order reference and a description of the problem. Please include any relevant documents, screenshots or messages so we can review your concern.
Get help with a purchaseThis page is a summary of our purchase process. Please read our full Terms and Conditions before buying. Nothing on this page affects your statutory rights.
Your payment is held while the seller completes the transfer.
Buyer protection