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Merchant Dispute & Refund Policies

To mitigate the damage caused by the recent surge in disputes and chargebacks, we have compiled a list of useful information related to Covid-19 messaging, refund policies, contact info, frequently asked questions and more from a range of merchant organizations.

By continuing to use the resources set out below you are agreeing to the following terms: read more

To find information on the policies of various businesses, please see below...

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Additional Resources

A

A-1 RENT A CAR
Covid-19 Message:
http://a1rentacar.com/

Solutions/Refunds:
http://a1rentacar.com/index.html

Email / Contact / Chat (Advise customer not to call):
http://a1rentacar.com/index.html

General FAQs:
http://a1rentacar.com/index.html

AC HOTELS
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

ACE RENT A CAR
Covid-19 Message:
https://www.acerentacar.com/Default.aspx

Solutions/Refunds:
https://www.acerentacar.com/Faq.aspx

Email / Contact / Chat (Advise customer not to call):
https://www.acerentacar.com/ContactUs.aspx

General FAQs:
https://www.acerentacar.com/faq.aspx

ACE TICKETS
Covid-19 Message:
https://www.aceticket.com/info/covid-19

Solutions/Refunds:
https://www.aceticket.com/info/covid-19

Email / Contact / Chat (Advise customer not to call):
https://www.aceticket.com/contact

General FAQs:
https://www.aceticket.com/faq

AEGEAN AIRLINES
Covid-19 Message:
https://en.aegeanair.com/aegean-announcement/

Solutions/Refunds:
https://en.aegeanair.com/aegean-announcement/

Email / Contact / Chat (Advise customer not to call):
https://en.aegeanair.com/contact/

General FAQs:
https://en.aegeanair.com/contact/

AIR DOLOMITI
Covid-19 Message:
https://www.airdolomiti.eu/coronavirus

Solutions/Refunds:
https://www.airdolomiti.eu/rebooking-options-coronavirus

Email / Contact / Chat (Advise customer not to call):
https://www.airdolomiti.eu/

General FAQs:
https://www.airdolomiti.eu/faq

AIR INDIA
Covid-19 Message:
http://www.airindia.in/COVID-19-UPDATED.htm

Solutions/Refunds:
http://www.airindia.in/COVID-19-UPDATED.htm

Email / Contact / Chat (Advise customer not to call):
http://www.airindia.in/customer-support.htm

General FAQs:
http://www.airindia.in/online-booking-faqs.htm

AIR NEW ZEALAND
Covid-19 Message:
https://www.airnewzealand.ca/covid19

Solutions/Refunds:
https://www.airnewzealand.ca/manage-bookings

Email / Contact / Chat (Advise customer not to call):
https://www.airnewzealand.ca/help-and-contact

General FAQs:
https://www.airnewzealand.ca/covid19-faqs

ALL NIPPON AIRLINES
Covid-19 Message:
https://www.ana.co.jp/en/jp/topics/notice200127/

Solutions/Refunds:
https://www.ana.co.jp/en/ca/book-plan/refund/international/cancel/

Email / Contact / Chat (Advise customer not to call):
https://www.ana.co.jp/en/ca/site-help/contact/

General FAQs:
https://ana.force.com/enus/s/?cc=ca

ALOFT
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://help.marriott.com/s/article/Article-22264

General FAQs:
https://help.marriott.com/s/

AZERBAIJAN
Covid-19 Message:
https://www.azal.az/en/offer/547

Solutions/Refunds:
https://www.azal.az/en/offer/547

Email / Contact / Chat (Advise customer not to call):
https://www.azal.az/en/offer/547

General FAQs:
https://www.azal.az/en/azal-miles/customer-frequently-asked-questions

B

BING LEE
Covid-19 Message:
https://www.binglee.com.au/about/updates

Solutions/Refunds:
https://www.binglee.com.au/help/easy-returns

Email / Contact / Chat (Advise customer not to call):
https://www.binglee.com.au/about/contact

General FAQs:
https://www.binglee.com.au/help

BOOKIT.COM
Covid-19 Message:
https://bookit.com/covid-19/

Solutions/Refunds:
https://bookit.com/covid-19/

Email / Contact / Chat (Advise customer not to call):
https://bookit.com/covid-19/

General FAQs:
https://bookit.com/covid-19/

C

CARNIVAL CRUISE
Covid-19 Message:
https://www.carnival.com/health-and-sailing-updates

Solutions/Refunds:
https://www.carnival.com/health-and-sailing-updates

Email / Contact / Chat (Advise customer not to call):
https://www.carnival.com/about-carnival/contact-us.aspx

General FAQs:
https://www.carnival.com/help

CHEAP TICKETS
Covid-19 Message:
https://www.cheaptickets.com/

Solutions/Refunds:
https://www.cheaptickets.com/service/#/myTrips/16221

Email / Contact / Chat (Advise customer not to call):
https://www.cheaptickets.com/service/

General FAQs:
https://www.cheaptickets.com/events/home/support

COUCH SURFING
Covid-19 Message:
https://blog.couchsurfing.com/coronavirus-information/

Solutions/Refunds:
https://www.couchsurfing.com/about/terms-of-use/

Email / Contact / Chat (Advise customer not to call):
https://support.couchsurfing.org/hc/en-us

General FAQs:
https://www.couchsurfing.com/about/faq/

COURTYARD BY MARRIOT
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

CROATIA AIRLINES
Covid-19 Message:
https://www.croatiaairlines.com/important-notice

Solutions/Refunds:
https://www.croatiaairlines.com/important-notice

Email / Contact / Chat (Advise customer not to call):
https://www.croatiaairlines.com/Contact

General FAQs:
https://www.croatiaairlines.com/Travel-info

CZECH AIRLINES
Covid-19 Message:
https://www.csa.cz/cz-en/travel-notice/

Solutions/Refunds:
https://www.csa.cz/cz-en/travel-notice-2/

Email / Contact / Chat (Advise customer not to call):
https://www.csa.cz/cz-en/contact/czech-republic-prague/

General FAQs:
https://www.csa.cz/cz-en/support/

D

E

ECONO LODGE (CHOICE HOTELS)
Covid-19 Message:
https://www.choicehotels.com/support/travel-alerts

Solutions/Refunds:
https://www.choicehotels.com/support/travel-alerts

Email / Contact / Chat (Advise customer not to call):
https://www.choicehotels.com/travel-professionals/contacts

General FAQs:
https://www.choicehotels.com/support/faq

EUROP CAR
Covid-19 Message:
https://www.europcar.com/customer-information

Solutions/Refunds:
https://www.europcar.com/customer-information

Email / Contact / Chat (Advise customer not to call):
https://www.europcar.com/contact-us/email

General FAQs:
https://faq.europcar.com/

EXPEDIA
Covid-19 Message
https://www.expedia.com/service/#/articles/398/61/25643

Solutions/Refunds
https://www.expedia.com/service/#/myTrips/15253

Email / Contact / Chat (Advise customer not to call)
https://www.expedia.com/service/

General FAQs
https://www.expedia.com/service/

F

FAIRFIELD INN
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

G

H

HARD ROCK HOTEL
Covid-19 Message:
https://www.hardrockhotels.com/travel-advisory

Solutions/Refunds:
https://www.hardrockhotels.com/travel-advisory

Email / Contact / Chat (Advise customer not to call):
https://www.hardrockhotels.com/contact

General FAQs:
https://www.hardrockhotels.com/atlantic-city/faq

HAWAIIAN AIRLINES
Covid-19 Message:
https://www.hawaiianairlines.com/coronavirus

Solutions/Refunds:
https://www.hawaiianairlines.com/OnlineTicketChanges

Email / Contact / Chat (Advise customer not to call):
https://www.hawaiianairlines.com/contact-us

General FAQs:
https://apps.hawaiianairlines.com/mobile/Home/FAQ

HUTCHGO.COM
Covid-19 Message:
https://www.hutchgo.com.hk/zh-hk/

Solutions/Refunds:

Email / Contact / Chat (Advise customer not to call):
https://www.hutchgo.com.hk/zh-hk/company/contact-us

General FAQs:
https://www.hutchgo.com.hk/en/faq/flight

I

J

JAPAN AIRLINES
Covid-19 Message:
https://www.jal.co.jp/jp/en/info/2020/other/200228/

Solutions/Refunds:
https://www.jal.co.jp/en/inter/change/refund/

Email / Contact / Chat (Advise customer not to call):
https://www.jal.co.jp/jp/en/information/

General FAQs:
https://faq-en.jal.co.jp/

JETBLUE
Covid-19 Message
http://blog.jetblue.com/travelnotices/

Solutions/Refunds
https://www.jetblue.com/travel-alerts

Email / Contact / Chat (Advise customer not to call)
https://www.jetblue.com/mx/contact-us

General FAQs
https://www.jetblue.com/trueblue/faqs

JW MARRIOT HOTELS
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

K

L

LANEONE
Solutions/Refunds
https://www.laneone.com/refund_policy

Email / Contact / Chat (Advise customer not to call)
https://support.laneone.com/

Terms & Conditions
https://www.laneone.com/terms

LIFTOPIA

Solutions/Refunds:
https://www.liftopia.com/purchase-conditions

Email / Contact / Chat (Advise customer not to call):
https://www.liftopia.com/contact-us

Terms & Conditions

https://www.liftopia.com/terms-of-use

General FAQs:
https://liftopia.zendesk.com/hc/en-us

M

MARRIOTT

Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://help.marriott.com/s/article/Article-22264

General FAQs:
https://help.marriott.com/s/

MARRIOT VACATION CLUB
Covid-19 Message:
https://www.marriottvacationclub.com/covid-19/

Solutions/Refunds:
https://www.marriottvacationclub.com/covid-19/

Email / Contact / Chat (Advise customer not to call):
https://www.marriottvacationclub.com/contact-us/

General FAQs:
https://www.marriottvacationclub.com/faq/

MERIDIEN HOTELS
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/#cancelpolicy

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

N

O

P

PEACH AIR
Covid-19 Message:
https://www.flypeach.com/en/news/suspension

Solutions/Refunds:
https://www.flypeach.com/en/news/suspension

Email / Contact / Chat (Advise customer not to call):
https://www.flypeach.com/en/news/suspension

General FAQs:
https://support.flypeach.com/hc/en-us

PRO TICKET
Covid-19 Message:
https://www.ticketpro.com/covid-19

Solutions/Refunds:
https://www.ticketpro.com/covid-19

Email / Contact / Chat (Advise customer not to call):
https://www.ticketpro.com/company-info

General FAQs:
https://www.ticketpro.com/covid-19

Q

QANTAS HOTEL
Covid-19 Message:
https://www.qantas.com/hotels/enquiries/new

Solutions/Refunds:
https://www.qantas.com/hotels/enquiries/new

Email / Contact / Chat (Advise customer not to call):
https://www.qantas.com/hotels/enquiries/new

General FAQs:
https://www.qantas.com/hotels/faqs

QUALITY INN
Covid-19 Message:
https://www.choicehotels.com/support/travel-alerts

Solutions/Refunds:
https://www.choicehotels.com/support/travel-alerts

Email / Contact / Chat (Advise customer not to call):
https://www.choicehotels.com/support

General FAQs:
https://www.choicehotels.com/support/faq

 

QUINT EVENTS
Covid-19 Message:
https://quintevents.com/covid-19

Email / Contact / Chat (Advise customer not to call):
https://quintevents.com/get-in-touch

Terms & Conditions:

General FAQs:
https://quintevents.com/terms_and_conditions/701

R

RED ROOF INN
Covid-19 Message:
https://www.redroof.com/coronavirus-notice

Solutions/Refunds:
https://www.redroof.com/coronavirus-notice

Email / Contact / Chat (Advise customer not to call):
https://www.redroof.com/coronavirus-notice

General FAQs:
https://www.redroof.com/guestfaq

RENAISSANCE
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

RITZ CARLTON
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

ROYAL LAHAINA RESORTS
Covid-19 Message:
https://www.royallahaina.com/covid-19-update

Solutions/Refunds:
https://www.royallahaina.com/covid-19-update

Email / Contact / Chat (Advise customer not to call):
https://www.royallahaina.com/covid-19-update

General FAQs:
https://www.royallahaina.com/faq

S

S7 AIRLINES
Covid-19 Message:
https://www.s7.ru/en/info/notification/covid-19/

Solutions/Refunds:
https://www.s7.ru/en/info/notification/covid-19/

Email / Contact / Chat (Advise customer not to call):
https://www.s7.ru/en/info/notification/covid-19/

General FAQs:
https://helpcenter.s7.ru/hc/ru

SAUDIA
Covid-19 Message:
https://www.saudia.com/covid-19

Solutions/Refunds:
https://www.saudia.com/covid-19

Email / Contact / Chat (Advise customer not to call):
https://www.saudia.com/help/contact-us/call-centers

General FAQs:
https://www.saudia.com/help/faqs/faq

SCENIC AIRLINES
Covid-19 Message:
https://www.scenic.com/COVID-19/

Solutions/Refunds:
https://www.scenic.com/COVID-19/

Email / Contact / Chat (Advise customer not to call):
https://www.scenic.com/COVID-19/

General FAQs:
https://www.scenic.com/frequently-asked-questions

SHANGRI-LA
Covid-19 Message:
https://www.shangri-la.com/en/

Solutions/Refunds:
https://www.shangri-la.com/en/

Email / Contact / Chat (Advise customer not to call):
https://www.shangri-la.com/group/contact-us/

General FAQs:
http://www.shangri-la.com/corporate/golden-circle/faq/online-account/

SHERATON HOTELS
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

 

SHOWCLIX

Covid-19 Message:
https://www.patrontechnology.com/information-coronavirus-and-events

Solutions/Refunds:
https://support.showclix.com/s/a/refund-policy

Email / Contact / Chat (Advise customer not to call):
https://support.showclix.com/s/

Terms & Conditions:
https://www.showclix.com/terms-of-service

General FAQs:
https://support.showclix.com/s/

SISTIC
Covid-19 Message:
https://www.sistic.com.sg/

Solutions/Refunds:
https://www.sistic.com.sg/faq/cancellation-refunds

Email / Contact / Chat (Advise customer not to call):
https://www.sistic.com.sg/contact-us

General FAQs:
https://www.sistic.com.sg/faq/general-faqs

SOUTHWEST AIRLINES
Covid-19 Message
https://www.southwest.com/Coronavirus

Solutions/Refunds
https://www.southwest.com/Coronavirus/

Email / Contact / Chat (Advise customer not to call)
https://www.southwest.com/contact-us/contact-us.html

General FAQs
https://www.southwest.com/html/customer-service/faqs.html

SOUTH AFRICAN AIRWAYS
Covid-19 Message
https://www.flysaa.com/

Solutions/Refunds
https://www.flysaa.com/za/en/voucherApplication.action

Email / Contact / Chat (Advise customer not to call)
https://www.flysaa.com/help/customer-support/contact-us

General FAQs
https://www.flysaa.com/flight-suspension-policy

SUN COUNTRY AIRLINES
Covid-19 Message:
https://www.suncountry.com/safety-updates

Solutions/Refunds:
https://www.suncountry.com/safety-updates

Email / Contact / Chat (Advise customer not to call):
https://www.suncountry.com/contact-us

General FAQs:
https://www.suncountry.com/help-center

T

TAP AIR PORTUGAL
Covid-19 Message:
https://www.flytap.com/en-ca/latest-updates

Solutions/Refunds:
https://www.flytap.com/en-ca/latest-updates

Email / Contact / Chat (Advise customer not to call):
https://www.flytap.com/en-ca/support/contacts

General FAQs:
https://www.flytap.com/en-ca/support/booking-information

TICKETS
Covid-19 Message:
https://provenue.tickets.com/a-statement-on-covid-19/

Solutions/Refunds:
https://provenue.tickets.com/a-statement-on-covid-19/

Email / Contact / Chat (Advise customer not to call):
https://provenue.tickets.com/contact-us/

General FAQs:
https://www.tickets.com/faq/

TOWNEPLACE SUITES
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

TRAVELOKA
Covid-19 Message:
https://www.traveloka.com/en/coronavirus-information

Solutions/Refunds:
https://www.traveloka.com/en/coronavirus-information

Email / Contact / Chat (Advise customer not to call):
https://www.traveloka.com/en/contactus

General FAQs:
https://www.traveloka.com/en-id/help

U

UNITED AIRLINES
Covid-19 Message:
https://www.united.com/ual/en/us/fly/travel/notices.html

Solutions/Refunds:
https://www.united.com/en/us/refunds

Email / Contact / Chat (Advise customer not to call):
https://www.united.com/ual/en/us/fly/contact.html

General FAQs:
https://www.united.com/ual/en/us/fly/help.html

V

VIAGOGO
Covid-19 Message:
https://www.viagogo.ca/Help/Buyer/404

Solutions/Refunds:
https://www.viagogo.ca/Help/Buyer/404

Email / Contact / Chat (Advise customer not to call):
https://www.viagogo.ca/Help/Buyer/246

General FAQs:
https://www.viagogo.ca/Help/Buyer

W

W HOTELS
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

WESTIN HOTELS AND RESORTS
Covid-19 Message:
https://marriott-re-2019ncovc.com/

Solutions/Refunds:
https://marriott-re-2019ncovc.com/

Email / Contact / Chat (Advise customer not to call):
https://www.marriott.com/marriott/contact.mi

General FAQs:
https://help.marriott.com/s/

 

WETRAVEL

Covid-19 Message:
https://help.wetravel.com/en/articles/4054702-covid-19-participant-faq

Solutions/Refunds:
https://help.wetravel.com/en/articles/253925-cancellation-policies

Email / Contact / Chat (Advise customer not to call):
https://help.wetravel.com/en/articles/414972-contact-wetravel

Terms & Conditions:
https://www.wetravel.com/terms

General FAQs:
https://help.wetravel.com/en/

WYNN HOTELS
Covid-19 Message:
https://wynninfo.com/

Solutions/Refunds:
https://wynninfo.com/faqs/#1583967421531-4fabcdab-0cf7

Email / Contact / Chat (Advise customer not to call):
https://www.wynnlasvegas.com/about-us/contact-information

General FAQs:
https://wynninfo.com/faqs/

X

Disclaimer

Ethoca Alerts is a brand agnostic service provided by Ethoca Technologies, Inc;, to facilitate information flow amongst stakeholders in the payment ecosystem and may be provisioned for all payment branded transactions.  Any direct relationship between stakeholders and payment networks continue to be governed by applicable payment network rules. 

While due care has been taken in collating this information, neither Ethoca Technologies Inc., Mastercard Inc. nor any of its direct or indirect subsidiary companies (together “Company”) makes any representations or warranties of whatever nature in respect of the information obtained using this resource, including but not limited to the accuracy or completeness of any information, facts and/or opinions contained therein. In addition, there may be other information which is not included in this resource which would be relevant to any action or inaction taken in respect of the relevant issues being addressed. This may include, but is not limited to, additional terms and conditions that may have been in effect at the time of original purchase. 

Any decisions taken using any information provided by Company hereunder is the responsibility of the institution taking that decision. Company, its directors, employees and agents cannot be held liable for any use of and reliance upon the information provided, and no specific guidance is offered, implied or intended by Company. 

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