Last updated: June 2, 2026
This Refund Policy explains how refunds are handled for bookings made through MetaHeight Travels (“we”, “us”), an independent travel agency. Because we book travel provided by third-party airlines, most refund outcomes are governed by the rules of the operating airline and the specific fare you purchase, together with your statutory rights under UK consumer law (including the Consumer Rights Act 2015) and UK air passenger regulations (“UK261”).
Your Cancellation Rights (UK)
There is no automatic statutory right to cancel a booked flight for a refund — cancellation depends on the airline’s fare rules. The 14-day “cooling-off” right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not generally apply to passenger transport services provided on specific dates. We will always confirm what your fare permits before you book and before you cancel.
If the Airline Cancels or Significantly Delays Your Flight (UK261)
If your flight departs from a UK airport, or arrives in the UK on a UK or EU carrier, you have rights under retained UK air passenger regulations (commonly called UK261). If the airline cancels your flight, you are generally entitled to choose between a full refund or re-routing. Depending on the timing and cause, you may also be entitled to compensation and to care (meals, accommodation) during long delays. We will help you make the claim.
These rights are enforced in the UK by the Civil Aviation Authority (CAA).
Refundable vs. Non-Refundable Fares
- Refundable fares can typically be cancelled for a refund of the airfare, minus any fees disclosed at the time of booking.
- Non-refundable fares usually do not qualify for a cash refund, though you may be able to reclaim certain unused taxes and charges; the airline may instead offer a travel credit or voucher, subject to its rules.
- Partially refundable fares may return a portion of the fare. We confirm the specifics for your ticket before you cancel.
Financial Protection (ATOL)
Flight-only bookings where your ticket is issued immediately are generally not ATOL protected. Where your booking is a flight-inclusive package, it may be financially protected under the ATOL scheme administered by the Civil Aviation Authority. We will tell you in writing what protection, if any, applies to your specific booking before you pay.
Service Fees
Any service fee charged by MetaHeight Travels for booking, changes or processing is disclosed to you before purchase. Such service fees are separate from the airline’s charges and are generally non-refundable once the related service has been performed, except where required by law.
Airline-imposed fees and fare differences are set by the airline and are not within our control.
How to Request a Refund
- Call us free on +44 808 501 0080, or email contact@metaheighttravels.online with your booking reference.
- We will confirm your eligibility and the expected refund amount in writing.
- With your approval, we submit the request to the airline and, where applicable, process our portion.
- We keep you updated until the refund is completed.
Refund Timing
Refund processing times are set by the airlines and payment providers. For eligible card payments, refunds are often issued within a number of weeks of approval; some airline refunds can take longer. We will provide an estimate based on your airline and follow up on your behalf.
Complaints
If you are unhappy with how we have handled a refund, please contact us first so we can put it right. If we cannot resolve it, you may be able to escalate to the Civil Aviation Authority or an alternative dispute resolution (ADR) provider, depending on the nature of the booking.
Contact
Questions about this policy? Call +44 808 501 0080 or email contact@metaheighttravels.online.
This Refund Policy is provided for general information and is a template intended to be reviewed by qualified legal counsel before use. It is not legal advice and does not replace the binding fare rules of the operating airline or applicable law.