More information and details about the holidayheroes® Flex option
What is holidayheroes® Flex?
Most offers on our website include the option to book with holidayheroes® Flex, which allows you to cancel for any reason up to 24 hours before the scheduled departure time and receive a refund of 90% of the total booking price.
Do I need a special reason for canceling?
No. If you have booked with the holidayheroes® Flex option, you can cancel for any reason, no explanation needed.
How can I cancel my trip with holidayheroes® Flex?
Simply go to the “Manage my booking” page on our website and request a cancellation. You will find a direct link in the original confirmation email. Cancellation is possible up to 24 hours before the scheduled departure time.
How long does it take until I receive the refund?
We will process the refund within 3 working days. It then depends on your payment provider and may take a few days for the refund to appear in your account.
Is everything covered?
Generally yes, there are exceptions. holidayheroes® Flex does not grant refunds in the following cases:

1.Force majeure, such as travel bans or circumstances beyond the provider's control in which the provider is unable to provide the service. In these cases, you will not receive a refund from holidayheroes® Flex, but the refund will be made on the basis of the provisions applicable to the provider.

2.Cancellation by a provider or insolvency of a provider: If a flight or hotel is canceled by the provider and you still decide to cancel your entire booking, holidayheroes® Flex will only refund the non-canceled services, as providers are obliged to refund the canceled services in full in such cases.

Can I add the holidayheroes® Flex after booking?
No, the holidayheroes® Flex can only be added at the time of the original booking.
Refunds for personal discount coupons
Reservations that were originally paid for with personal discount coupons (in full or in part) will also be refunded accordingly. You will receive a new coupon worth 90% for the part paid with the coupon and the rest with the same form of payment you used to make the reservation.
The relevant legal information can be found here in the General Terms and Conditions of holidayheroes® Flex.