Cancellation Kiwi: Easy Method

What is Kiwi

Overview

Kiwi (Kiwi.com) is an online travel booking platform that sells flight reservations, add-ons and related services worldwide.

It acts as an intermediary between travellers and carriers, offering different cancellation and refund products under its Terms & Conditions.

Scope for India

This guide explains how Kiwi's cancellation and refund options apply to customers in India, based on Kiwi's published legal terms.

It highlights common options, timelines and consumer steps you can take if you need to cancel a booking.

How to cancel Kiwi

Before booking confirmation

• If no third‑party services were ordered and the booking is not yet confirmed, request Immediate Cancellation to stop the booking.
• Immediate Cancellation typically results in 90% of the booking price returned as Kiwi.com Credit (10% cancellation fee applies).

After booking confirmation

• Choose from available post‑booking options: Saver & Standard (Assisted Refund Service), Flexi, or Guarantee Flexi according to what you purchased.
• For Assisted Refund Service Kiwi charges a fee (see pricing table) and will attempt to secure a refund from the carrier on your behalf.

Step-by-step cancellation process

• Locate your booking reference and confirmation email or Kiwi account record.
• Open your Kiwi account or contact Kiwi support and choose the appropriate cancellation option for your booking.
• Follow the prompts to accept Kiwi.com Credit or request refund to the original payment method, if available.

What happens when you cancel

Booking and access

Cancelling removes or voids the Kiwi booking per the chosen cancellation option and the carrier's rules.

If you accept Kiwi.com Credit, the value is stored in your Kiwi account and can be reused for future bookings.

Renewal and account effects

Subscription or membership products (if any) follow their own cancellation rules; booking cancellations do not automatically cancel unrelated subscriptions.

Your Kiwi account remains active unless you request account deletion as a separate action.

Data and rights transfer

In some refund scenarios (for example, instant credit offers) Kiwi may require assignment of refund rights from you to Kiwi to process alternative compensation.

Keep copies of all communications and confirmations; Kiwi may need these to progress refunds or disputes.

Will I get a refund?

Refund types

Refunds can be issued as monetary refunds to your original payment method or as Kiwi.com Credit, subject to Kiwi's terms and your consent.

Kiwi.com Credit is valid for 5 years and may be offered first; Kiwi may later refund to your original payment method if you do not choose Credit.

Exceptions, fees and timing

• Immediate Cancellation (pre‑confirmation): 90% refunded as Credit (10% fee), if no third‑party services were ordered.
• If Kiwi fails to confirm your booking within specified timeframes (for example within 24 h for bookings made ≥48 h before departure), you may cancel and receive a full refund to the original payment method, unless third‑party services are ordered.
• Assisted Refund Service (Saver & Standard): fee applies per person per flight (see pricing) and Kiwi will try to obtain a carrier refund.
• Flexi: 20% fee deducted; 80% refunded per the product terms.
• Guarantee Flexi: Kiwi may provide 100% of the carrier reservation price upfront as Kiwi.com Credit.

Processing times

Monetary refunds to the original payment method are processed within 7 business days after carrier confirmation of eligibility or after Kiwi accepts your refund request for flights not involving the US.

Delays may occur where carrier refunds are slow or additional verification is required by Kiwi.

Reference

See Kiwi's published legal terms for full conditions: Kiwi.com - Legal & Cancellation Terms.

Kiwi plans and pricing

Pricing overview

Below are the in‑app product prices and membership fee items listed for Kiwi services in India.

Confirm final prices inside the Kiwi+ app or at purchase, as app stores may vary.

Your consumer rights in India

Cooling‑off and statutory rights

India does not provide a statutory 'cooling‑off' period specifically for flight booking services comparable to an EU 14‑day withdrawal right.

Kiwi's own terms govern cancellation and refund rights for bookings made through Kiwi in India.

Enforcement and escalation

• If you believe Kiwi has not honored the terms, you can escalate via payment chargeback with your bank or card issuer.
• You may also file complaints with Indian consumer forums or dispute resolution platforms, but outcomes depend on the specifics and jurisdiction.

Practical tips

Keep booking confirmations, payment receipts and all Kiwi communications as evidence for disputes.

When possible, contact the airline directly if Kiwi is unresponsive - airlines can sometimes confirm ticket status or refunds faster.

Customer experiences

Positive feedback

Many users praise Kiwi for a user‑friendly interface, competitive prices and fast booking flow, especially for complex itineraries and last‑minute deals.

Some travellers report smooth, as‑booked arrangements when everything proceeds without disruption.

Negative feedback

There are frequent reports of delayed or withheld refunds, perceived lack of transparency about fees, and slow or automated customer support.

Other complaints include rebooking without consent, mismatched baggage charges, and tickets rejected at airport due to misunderstandings.

Takeaway

User experience varies significantly: many bookings go smoothly, but several high‑impact complaints about refunds and support exist.

Prepare for potential follow‑up and keep documentation to minimise friction if issues arise.

Documentation checklist

Essential booking documents

• Booking reference (Kiwi reservation ID) and e‑ticket(s)
• Confirmation email or screenshot of the booking details
• Payment receipts or card/bank statement showing the charge

Support and dispute documents

• All communications with Kiwi support (chat transcripts, emails)
• Airline confirmations or correspondence if obtained
• Copies of passport/ID if requested for verification

Common mistakes

Not reading the product terms

Travellers often miss the differences between Assisted Refund, Flexi and Guarantee Flexi and then expect a full cash refund when the purchased product does not provide one.

Always check the cancellation option you purchased and its fees before confirming.

Accepting credit without considering alternatives

Accepting Kiwi.com Credit can be quicker but ties you to Kiwi for future bookings and may not suit travellers who prefer a monetary refund.

If you need cash back, clearly request refund to your original payment method when eligible.

Delaying escalation

Waiting too long to contact your bank for a chargeback or to file a consumer complaint can reduce options for recovery.

If Kiwi is unresponsive, escalate promptly with your payment provider and keep records of timing.

Comparative recap

Quick comparison

After cancelling

What to expect

If you accepted Kiwi.com Credit, it will appear in your Kiwi account and be valid for 5 years for future bookings.

If a monetary refund is due, Kiwi processes refunds to the original payment method within stated processing times after carrier confirmation.

Next steps and escalation

• Monitor your Kiwi account and email for confirmation of refund or credit issuance.
• If you do not receive the expected refund, contact Kiwi support and keep a record of all communications.
• Consider contacting your bank or card issuer for a chargeback if Kiwi and the carrier do not resolve the issue.

Helpful links

Kiwi's legal and cancellation terms are the primary source for official rules: Kiwi.com - Legal & Cancellation Terms.

Address

Head office

Lazaretní 925/9, 615 00 Brno - Zábrdovice, Czech Republic

How to contact

Use your Kiwi account support channels or the contact options listed on Kiwi's official legal/help pages for case‑specific assistance.

Keep the mailing address above and your booking references handy if you need to escalate or file formal complaints.