Refund policy

Until you complete payment, an order is fully cancellable at no cost. Open the order and choose Cancel order— you haven't been charged, so there's nothing to refund, and the reserved miles return to the listing.

Paying starts the work: the miles are reserved for you and the seller begins the transfer or the booking. If you change your mind at this stage — before any miles have reached your account and before a ticket has been issued — you can still cancel. We refund everything you paid except our 5% buyer service fee.

We keep that fee because the cost of taking your payment is not returned to us when we refund it — our card, PayPal and transfer providers keep their charges either way. Anything you paid beyond the miles price, such as taxes, comes back in full.

For example, on a $210 order made up of $200 of miles and a $10 service fee, you would be refunded $200.

Delivery is the point of no return for a change of mind. Once the seller has transferred miles into your account, or an award ticket has been issued in your name, the order can no longer be cancelled for a refund — the miles have already left the seller's account, and an issued ticket is governed by the airline's own rules.

If the listing offered changes or cancellations, those follow the airline's rules and the penalty the seller disclosed before you bought. That is separate from cancelling the order.

Backed by our full-refund guarantee — if we can't deliver as described, you're refunded in full. After you pay securely at checkout, our team sources the miles and books your award ticket. You're entitled to a full refund if:

• ✓we can't source the miles or make the booking you ordered;
• ✓the booking doesn't match your order (wrong route, dates, cabin, or passenger);
• ✓the booking can't be verified with the airline or loyalty program; or
• ✓the airline cancels the award ticket due to a problem on the seller's side before you travel.

We only retain our service fee on orders we successfully complete. If we can't deliver as described, the fee is refunded too.

The two rules above describe what happens when you change your mind. They do not limit this guarantee: if we can't deliver what you ordered, you are refunded in full — service fee included — whatever stage the order had reached.

• •An order you cancel after the miles were transferred or the ticket was issued — see section 3.
• •A completed, verified booking that you simply no longer wish to use — award tickets follow the airline's rules, not ours.
• •Change or cancellation penalties that the seller set and disclosed before purchase. Where a penalty applies, the platform retains a portion and the seller keeps the rest.
• •Losses caused by giving incorrect passenger details, or by a loyalty program penalising an account for reasons outside our control (we disclose these risks upfront).

Even when an order isn't automatically refundable, raise an issue — we review every case on its facts and aim to be fair.

Refunds go back to your original payment method — card, PayPal, bank transfer (Wise/Zelle), or stablecoin to a wallet you provide. We approve eligible refunds promptly, usually within 1–2 business days; how quickly the money lands then depends on the method (cards typically 5–10 business days, PayPal 1–3, transfers usually faster).

Some listings allow changes or cancellations for a penalty set by the seller, always shown before you buy. If you request one and it's accepted, the penalty is deducted and the remainder refunded. MileMarketplace retains a small portion of any penalty; the seller keeps the rest.

If something's wrong, contact us first — opening an issue from the order page is the fastest path to a refund and keeps a clear record. Filing a chargeback before contacting us can delay resolution and may lead to account suspension while the dispute is investigated.

Open the relevant order and use the issue/cancel controls there, or email support@milemarketplace.com with your order details. The order page keeps your booking references, confirmations, and our replies together in one place.