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Last updated: June 29, 2026
We want you to buy with confidence. This policy explains when an order can be cancelled, when you're entitled to a refund, and how refunds are handled. It works alongside our Terms of Service.
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.
After you pay, our team sources the miles and books your award ticket. You're entitled to a full refund if:
We only retain our service fee on orders we successfully complete. If we can't deliver as described, the fee is refunded too.
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.
Yes. While an order is still awaiting your payment you can cancel it instantly from the order page at no cost — nothing has been charged. The reserved miles simply go back to the listing.
You get a full refund. If we can't source the miles, make the booking as described, or it can't be verified with the airline, you're refunded in full to your original payment method. We only keep our service fee on orders we successfully complete.
We approve eligible refunds promptly, usually within 1–2 business days. The time for the money to land depends on the payment method: cards typically take 5–10 business days, PayPal 1–3, and bank or crypto transfers are usually quicker once sent.
Award tickets follow the airline's own rules and any change/cancellation penalty the seller set, shown before you bought. A completed, verified booking isn't refundable just because plans changed — but if something is wrong with it, raise an issue and we'll make it right.