Last updated: August 22, 2026
At Penyu, we prioritize customer satisfaction. Our refund and cancellation terms for different service types are explained below.
eSIM plans are fully refundable before the QR code is generated, delivered to your email/account, or scanned on any device. Once the QR code is generated or data usage has begun, the purchase becomes strictly non-refundable, except in cases of verified technical issues confirmed by our cellular partners.
Flights are booked through live API connections with our travel partners. Refund, modification, and cancellation policies are governed entirely by the operating airline. Penyu acts as an intermediary and cannot bypass airline rules. Please review the ticket rules before booking.
Hotel reservations are subject to the specific hotel and room rate policy. Bookings under 'Free Cancellation' will receive a 100% refund if cancelled before the specified deadline. Non-refundable promotional rates cannot be cancelled or refunded under any circumstances.
Bus and train ticket cancellations and refunds are subject to the carrier's terms and the time remaining until departure. Generally, cancellations made less than 24 hours before departure are not eligible for a refund. Service fees may be non-refundable.
Car rental cancellations are governed by the rental agency's policy. Cancellations made 24-48 hours before the scheduled pick-up are usually eligible for a full refund, while late cancellations or no-shows may incur fees or be entirely non-refundable.
To submit a refund request, email us at support@penyu.io with your Order ID and description of the issue. Approved refunds are processed back to the original Stripe payment method within 5 to 10 business days.
If you have questions about this policy, you can reach us at destek@penyu.io .
