We understand that travel plans can change unexpectedly. At Super.com, we’re committed to supporting you through these changes.
We’re On Your Side, But Please Note:
Attempt, Not Guarantee: We strive to advocate for you and will do our best to secure a refund. However, it’s crucial to understand that this is an attempt to secure a refund, not a guarantee. The final decision rests with our travel partners, and some bookings, especially non-refundable ones, may not be eligible for a refund.
Fee Upon Success: A 30.00 USD amendment fee will apply if we successfully secure a refund. If we cannot secure your refund, you will not be charged this fee.
How to Submit a Refund Attempt Ticket:
1. Secure Hotel Approval: First, obtaining written confirmation from the hotel is essential to approve a free-of-charge cancellation or authorization of a refund. It's important that this confirmation is on the hotel's letterhead and includes the following:
- Full names of the guests.
- Check-in and check-out dates.
- Signature of a hotel staff member authorized to approve cancellations.
2. Provide Details: Fill in all required fields, including your booking confirmation number (B_xxxxxxxx).
3. Attach Confirmation: Here’s the important part – please upload the hotel’s written confirmation or any other relevant documents as scanned documents in PDF format. (Max file size: 5MB)
We may also accept official emails from the hotel and clear screenshots, which could require additional verification time. (Note: Due to verification process limitations, we cannot accept photos of documents.) The document should be clear and legible.
What Qualifies as 'Official' Documentation?
- Must include the hotel's name, official logo, or stamp.
- The contact information of the person authorizing the cancellation, such as a manager’s signature, should be included.
4. Finalize Your Request: Click ‘Submit’ to send your refund request.
What to Expect After Submission:
Service Partner Communication: We will contact our travel partners to discuss your refund request.
Acknowledgment and Updates: We’ll email you an acknowledgment of your request and keep you updated on its status.
Processing Time: Expect a resolution within 14 days.
Remember, while we are committed to advocating for you, securing a refund is not guaranteed. Thank you for your patience and understanding as we work closely with our travel partners to address your request.
This image illustrates a typical hotel cancellation letter, with essential details such as the hotel's letterhead and a staff signature. Please note that the document you receive from a hotel may look different and should contain specific information about your booking.
