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Cancellation and refunds

When a traveller can cancel a reservation, how much is refunded, and what happens when the operator cancels.

On this page

You cancel a reservation in the bookings section of your account. The cancel button is shown only while cancelling is still possible.

When you can cancel

You can cancel while more than 3 days remain before the reservation starts. In that case 100% of the amount paid is refunded.

The deadline is counted from the start time of the earliest trip in the reservation, not from the payment date.

The button will not be there if 3 days or less remain before the start, if the trip has already taken place, or if the reservation is already cancelled.

Example

The trip starts on Saturday at 10:00. On Tuesday at 18:00 you can still cancel. On Wednesday at 10:00 exactly 3 days remain, so the button is already gone.

How to cancel

  1. Sign in to your account.
  2. Open the bookings section.
  3. Select the reservation and press the cancel button.

If you booked without signing in, create an account with the same email address you gave when paying, or write to us at rimgaudas@upemis.lt. For how to create an account, see Your account.

Refunds

Money is returned the same way you paid. The term set out in the terms and conditions is 3 working days from the cancellation — working days, not the same 3 days as the cancellation window. If the amount has not appeared in your account by then, write to us at rimgaudas@upemis.lt.

When the operator cancels

The operator can cancel a reservation at any time. We notify you automatically, and the full amount paid is refunded on the same terms. The platform fee is not charged to the operator for such a reservation.

When the platform cancels

In rare cases upemis.lt may cancel the booking itself — for example after a technical error, or where the rental provider can no longer provide the service. We tell you by email, and the full amount is refunded within the same term.

Complaints about the service

If the service was not provided as promised, write to rimgaudas@upemis.lt. While a complaint is being handled, no funds are transferred to the operator. More in the terms and conditions.