Cancellation & Refunds

Three things can be cancelled at VOYA: a stay, a flight, and your membership. Each works a little differently. Here’s exactly what to expect — and how the Blind Box guarantee protects you.

1. Hotel stays

Every stay shows its cancellation terms before you book — read them at checkout, because they come from the hotel, not from VOYA.

• Free-cancellation rates — cancel before the hotel’s deadline (shown on your booking) for a full refund of what you paid.
• Non-refundable rates — usually the lowest member price. These can’t be refunded once booked, so only choose them when your plans are set.
• After the free-cancellation deadline, the hotel’s policy applies and part or all of the stay may be non-refundable.
• Refunds are returned to your VOYA Credit — usually within minutes — ready to spend on your next booking. VOYA Credit never expires and applies automatically at checkout.
• VOYA never adds its own cancellation or booking fee. Any resort or local fees are charged by the hotel on arrival and sit outside your VOYA payment.

2. Blind Box

The Blind Box has its own protection, because you buy it before you see the hotel:

• Value guarantee. Every box is priced below the cheapest hotel in its pool. When we open and book it, we re-check against live public rates. If we can’t place you in a stay worth more than you paid, we rebook you or refund you in full — your choice.
• Before you open it. An unopened box sits in My VOYA. If you change your mind before revealing it, contact us and we’ll refund it or convert it to VOYA Credit.
• After it’s revealed and booked. Once a box becomes a confirmed hotel reservation, it follows that hotel’s cancellation policy, exactly like a normal stay. You choose the month, and you can adjust the dates within the box’s travel window before you travel.

3. Flights

Flights follow the airline’s and fare’s own rules, which are shown before you book. Many low fares are non-refundable or carry an airline change fee. Where a fare allows changes or refunds, we’ll help you process them with the airline. Taxes on unused flights may be recoverable depending on the airline.

4. Membership

• Your VOYA membership is $9.90/month or $99/year, and you can cancel anytime from Settings or by emailing us.
• When you cancel, you keep member access until the end of the period you’ve already paid for — we don’t claw back the remainder.
• We don’t auto-refund past membership periods, but if something went wrong, talk to us — we’re reasonable.
• Cancelling your membership doesn’t cancel any trips you’ve already booked; those keep their own terms.

5. VOYA Credit

Where a refund is issued as VOYA Credit (for example, a pre-reveal Blind Box you chose to convert), the credit sits in your account and applies automatically to your next eligible booking. Credit isn’t exchangeable for cash unless the law requires it.

6. How to cancel

Open the trip in My VOYA and follow the cancel option, or email [email protected] and we’ll handle it with you — real people, seven days a week. Have your booking reference ready so we can move fast. Nothing here removes any mandatory refund rights you have under the law where you live.