Cancel For Any Reason

Cancel For Any Reason is a product offered by Virgin Australia which allows you to cancel your flight booking for any reason within the permitted time period, to receive a partial or full refund (as selected by you at the time of booking) of your original airfare cost. Cancel For Any Reason is only available for purchase when booking an Economy Lite or Choice fare for selected flights online via our Virgin Australia website or Virgin Australia mobile application (‘app’) (Site).

At the time of purchase, you can add Cancel For Any Reason to your booking, choosing between either an 80% or 100% refund of your fare (as available on the Site at the time of booking). The amount of the Cancel For Any Reason refund we pay will be based on the value of the fares for your original flight booking. This is the original fare cost (including other applicable taxes, fees and charges (TFCs)) and not for any subsequent or additional costs because of any voluntary changes you made to your booking (including changes to the departure date or travel extras you added to your booking, like additional checked baggage or seat upgrades).

Virgin Australia uses third party service providers, including Hopper Australia Pty Ltd (HTS) and Hyperwallet Systems Australia Pty Ltd, a PayPal service (Hyperwallet), to facilitate the processing of the cash refund to customers.

Cancel For Any Reason is available for purchase in conjunction with our Economy Lite and Economy Choice fares on selected flights operated by Virgin Australia and selected Virgin Australia marketed flights which are operated by third party airline partners on behalf of Virgin Australia.

If your booking is eligible for Cancel For Any Reason, you may have the option to add it to your purchase during the booking flow.

You should decide whether to purchase Cancel For Any Reason with your Economy Lite or Economy Choice fare or whether you would prefer to:

• Change your original flight booking to travel at a later time by paying a $99 fee – there are conditions that apply, for example you may have to pay a fare difference, and you have to change the flight before midnight prior to the scheduled departure date; or
• Cancel your original flight booking by paying a $99 fee to receive a travel credit (this is only available for Economy Choice fares. Travel credits are valid for 12 months from the date of issue and are subject to additional terms and conditions).

You might also be entitled to a refund in certain circumstances in accordance with Virgin Australia’s policies (see Virgin Australia’s Guest Compensation Policy). For example, you can choose to get a refund or a travel credit where Virgin Australia cancels or delays your flight and the alternative arrangements are not suitable to you. You may also have rights to a refund and/or other compensation under the Australian Consumer Law or other applicable laws.

Access Manage Booking, using your booking reference and last name. If you have purchased Cancel For Any Reason, and are within the timeframe to cancel, click the red ‘Request a refund’ button in the “Cancel For Any Reason” section to progress to the refund request portal.

Cancel For Any Reason can be used to cancel your booking from 24 hours after making your booking and then up to 24 hours before the scheduled departure time of your first flight on your original booking. Except if you have made changes to the time or date of that first flight on your original flight booking, in which case you must cancel your booking:

• up to 24 hours before your rescheduled departure time - if your rescheduled flight is for a date and time that is before your original flight’s scheduled departure time; or
• up to 24 hours before the scheduled departure time of your original flight booking - if your rescheduled flight is for a date and time that is after your original flight’s scheduled departure time.

For more details about how this works, see the FAQ on “Can I still use my Cancel For Any Reason to cancel my booking and get a refund if I change my itinerary?”

No, once you have accessed Manage Booking using your booking reference and last name, look for the Cancel for Any Reason section. Click on the ‘Request a refund’ button and follow the steps. Please note, you will not receive a refund through Cancel For Any Reason if you cancel your flight through the “Cancel Flights” section, as this is a cancellation under your fare rules (under which no refund is payable).

At the time of booking, you will have nominated to receive either an 80% or 100% refund if you used Cancel For Any Reason to cancel your booking. You will be refunded the nominated percentage of the airfare cost of your original booking.

The cash refund is for the value of the fare for the original booking including applicable taxes, fees, and charges, but not for subsequent or additional costs because of voluntary changes made to the booking or for optional extras you may elect to buy, such as additional baggage allowance or paid seat upgrades.

You also will not receive a refund of the Cancel For Any Reason fee.

Yes, you can still use Cancel For Any Reason.

If you have made changes to the time or date of that first flight on your original flight booking, you must cancel your booking using Cancel For Any Reason:

• up to 24 hours before your rescheduled departure time - if your rescheduled flight is for a time that is before your original flight’s scheduled departure time; or
• up to 24 hours before the scheduled departure time of your original flight booking - if your rescheduled flight is for a date and time that is after your original flight’s scheduled departure time.

This is how it works:

If your original flight booking was to depart on 31 October and you purchased Cancel For Any Reason, but then you changed the departure date (by paying the $99 fee and any applicable fare difference as per your fare rules) to depart earlier on 24 October, you have until 23 October (24 hours before your rescheduled departure date) to Cancel For Any Reason.

If you change the original flight booking (by paying the $99 fee and any applicable fare difference as per your fare rules) to depart after the original flight’s scheduled departure time, on 5 November, you have until 30 October (24 hours before your original flight’s scheduled departure time) to Cancel For Any Reason.

If you are thinking about delaying your departure date, you should consider whether to cancel the original flight booking using your Cancel For Any Reason and then rebook a new flight for a later date. 

No, unfortunately when you decide to Cancel For Any Reason for any flight on the booking, it will cancel all purchased flights for all legs or segments and for all passengers on the same booking. 

No, Cancel For Any Reason is purchased for all passengers on the same booking. This means when you decide to Cancel For Any Reason, it will cancel all purchased flights and all legs and segments for that booking (i.e. outbound and return flights) and for all other passengers on the same booking.

No, Cancel For Any Reason can only be purchased at the time of making the flight booking online via our Virgin Australia website or Virgin Australia mobile application (‘app’) (Site) and cannot be added after the flight booking has been made.

Virgin Australia use Hyperwallet Systems Australia Pty Ltd (Hyperwallet), a payout platform, to process Cancel for Any Reason refunds. One of the payment options available is a refund back to a bank account. You will need to sign up to a Hyperwallet account (a Paypal service, Terms of Use apply) for your refund to be processed. If you have concerns about this, please contact our Guest Contact Centre.

If you have selected a refund to your bank account as your refund transfer method, please note the following.

The Australian BSB (Bank State Branch) number consists of six digits, typically grouped as three digits followed by another three (e.g., 123-456). To ensure accuracy and compatibility with our Cancel For Any Reason platform, if you choose to receive your refund to a bank account, you will be required to enter the first three digits on one line and the remaining three digits on the second line, as follows:

1. BSB Bank Number: enter the first three digits of your BSB (e.g., 123)

2. BSB Branch Number: enter the last three digits (e.g., 456)

If the BSB number is entered on a single line or incorrectly formatted, your refund payment may be delayed or there may be issues with processing.

Virgin Australia utilises PayPal’s Hyperwallet payment services to process the refund to you. You will be required to select a refund transfer method, your bank account, or your PayPal account. Refunds will be processed within 3 business days.

You will be required to provide additional information and create an account with Hyperwallet (Terms of Use apply) for your refund to be processed. If you do not have an Australian bank account, your only option will be to receive a refund via PayPal, with the funds delivered in Australian dollars. You will be liable for the conversion fee applied by PayPal to the currency of the PayPal account.

Virgin Australia uses third party service providers, including Hopper Australia Pty Ltd (HTS), to facilitate the processing of the cash refund to customers, once Cancel For Any Reason is used. Hopper (USA) is a related company of HTS, so while the payment may appear on a statement from this third party, please be assured this is a legitimate payment for your Cancel For Any Reason refund.

Contact our dedicated Cancel For Any Reason Support team 7 days per week, between 5am and 11pm AEST, on +61 1800 948 070.

You are entitled to request a refund of the Cancel For Any Reason fee you paid, if Virgin Australia has delayed or cancelled your flight, and as a consequence Virgin Australia has offered you a travel credit or a refund under Virgin Australia’s Guest Compensation Policy.

A refund of the Cancel For Any Reason fee is not available, if you cancel your flight and you do this by cancelling your flight under Virgin Australia’s Conditions of Carriage and Fare Rules (and paying the applicable cancel fee) rather than requesting a Cancel For Any Reason refund. It is important to claim your Cancel For Any Reason refund correctly by following the steps to Manage Booking. Do not use the “Cancel Flights” functionality in Manage Booking, as this will result in a cancellation of your booking under Virgin Australia’s Conditions of Carriage and Fare Rules.

You are entitled to request a refund of the Cancel For Any Reason fee you paid, if Virgin Australia has delayed or cancelled your flight, and as a consequence Virgin Australia has offered you a travel credit or a refund under Virgin Australia’s Guest Compensation Policy. If you have purchased Cancel For Any Reason by mistake or decide you do not require it, you have 24 hours after purchase to contact us for a refund of the Cancel For Any Reason fee. Contact us using the General Enquiries form.

There may be additional circumstances where you are entitled to a refund of the Cancel For Any Reason fee under the Australian Consumer Law. For more information about your rights under the Australian Consumer Law, please see our Consumer Guarantees page.

In certain cases, your option to Cancel For Any Reason may no longer be valid. For example, this may be because you have missed the applicable cancellation deadline. Refer to the answer to the question “How long do I have to cancel my booking” for more information. If you cancel after the cancellation deadline, you are not eligible to receive a refund.

You may also be getting an error message if 24 hours has not passed since you made your booking, or you are eligible to request a refund (for example, if one of your flights has been disrupted and you are eligible to request a refund under the Guest Compensation Policy). In those cases, you will be presented within the option to cancel your flight with Virgin Australia directly, rather than by using Cancel For Any Reason.

Please contact our dedicated Cancel For Any Reason Support team 7 days per week, between 5am and 11pm AEST, on +61 1800 948 070 for assistance if you cannot cancel using Cancel For Any Reason online via Manage your Booking.