A2 TICKETS LTD (trading as “Lyria”)
A company registered in England and Wales (Company No. 16987046)
Website: https://www.lyriaa.com
Last updated: 4 April 2026
This Refund & Cancellation Policy (“Policy”) applies to bookings made through the Platform and works together with our Terms and Conditions. Defined terms capitalized here have the meanings given in the Terms unless otherwise stated.
At A2 TICKETS LTD (trading as “Lyria”), we act solely as a disclosed booking agent and intermediary for Carriers. We facilitate your booking and the collection of payment; the contract for carriage is between you and the Carrier on the Carrier Terms. Cancellations and refunds of the Carrier Fare are governed primarily by the Carrier’s fare rules and Carrier Terms. Lyria will facilitate requests and process refunds where the Carrier confirms entitlement and operational processes (including any B2B booking channel workflow) allow.
We are strictly bound by the cancellation and refund policies of the respective Carriers in respect of the Carrier Fare. The specific refundability of your ticket is determined by the fare type selected at the time of booking and the Carrier’s specific terms.
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 27(2)(c)) and the EU Consumer Rights Directive (2011/83/EU, Article 3(3)(k)), the 14-day right of withdrawal does not apply to contracts for passenger transport services.
To request a cancellation or refund, you must contact our support team at support@lyriaa.com. Please provide your booking reference number and the details of the passengers.
Flexible Fares: Generally refundable, subject to specific Carrier cancellation fees.
Economy/Promo Fares: Often sold as non-refundable or non-changeable.
No-Shows: If you fail to check in or board on time, the ticket is typically 100% non-refundable.
The refund amount is determined in accordance with the Carrier’s fare rules. Where a refund of the Carrier Fare is due and authorised by the Carrier, we will process it via our Payment Service Provider (“PSP”) to the original payment method where reasonably practicable.
The Lyria Agency Fee (shown at checkout as the “booking fee”) is our charge for booking agency services and Platform facilitation. By completing a purchase, you acknowledge that this service is substantially performed by Lyria once the booking is processed. Therefore, the Lyria Agency Fee is non-refundable if a cancellation is initiated by the customer for personal reasons, even if the underlying Carrier Fare is refundable by the Carrier, except where section 3.2 applies.
The Lyria Agency Fee will be refunded only if:
The cancellation is due to an error on our part;
The Carrier cancels the service and does not provide a suitable alternative accepted by you;
We are unable to issue a valid ticket or confirmation within the delivery timeframe stated in the Terms (and you have complied with your obligations to provide correct contact details).
For the avoidance of doubt, the Lyria Agency Fee is not refundable solely because a Carrier-imposed cancellation fee applies to the Carrier Fare.
Requests to change dates, routes, or passenger details are subject to Carrier policies and availability.
Changes may incur:
Administrative fees from the Carrier;
Any difference in the fare price;
An additional processing fee from A2 TICKETS LTD for facilitating the change.
If a Carrier cancels your service, you will be offered an alternative sailing or a full refund of the Carrier Fare in accordance with the Carrier’s policy. In the event of a total service cancellation by the Carrier where no alternative is provided, the Lyria Agency Fee will also be refunded in line with section 3.2.
A2 TICKETS LTD reserves the right to cancel any booking due to suspected fraudulent activity, pricing errors, or failure of payment processing. In such cases, a full refund will be issued in accordance with this Policy and the Terms and Conditions.
Card payments are processed by our PSP(s) as identified at checkout. Lyria does not store your full card number on its own servers. By completing a purchase, you acknowledge that your bank or card statement may display a descriptor determined by the PSP and your bank (for example “A2 TICKETS”, “LYRIA”, or similar text as actually implemented). If you do not recognise a charge, contact support@lyriaa.com before disputing the charge with your bank.
Approved refunds are processed within 14 business days of approval (subject to Carrier confirmation and banking/PSP timelines). Please note that bank processing times may vary and are outside our control.
If you have a concern about a transaction (for example, you do not recognise the payment or believe the service was not delivered), please contact us first at support@lyriaa.com. We deliver electronic tickets within 12 hours of payment, and we can provide you with delivery confirmation and assistance. We may dispute chargebacks that are raised before the 12-hour delivery window has elapsed or without prior contact, by providing your agreement to these terms and timestamped proof of ticket delivery.
Since Lyria operates a Guest Checkout (no account) system, the delivery of your ticket to the email address provided during checkout constitutes the full fulfillment of our booking facilitation service. You are responsible for ensuring your email address is correct and checking your “Spam” or “Junk” folders.
The table below provides a general summary of refund eligibility. Please refer to your specific booking confirmation for the exact terms.
Request Type | Carrier Fare | Lyria Agency Fee |
|---|---|---|
Flexible Fare Cancellation | Subject to Carrier Terms | Non-refundable (unless section 3.2 applies) |
Economy/Promo Fare | Non-refundable unless the Carrier’s fare rules provide otherwise | Non-refundable (unless section 3.2 applies) |
Carrier Cancellation | 100% if Carrier confirms | Refunded if section 3.2 applies |
Booking Error (by us) | Corrected or refunded per Carrier rules | Refunded if section 3.2 applies |
Passenger No-Show | 0% (Non-refundable) | Non-refundable |
This matrix is summary guidance only. The Carrier Terms and your fare type control Carrier Fare outcomes.
Company Name: A2 TICKETS LTD (Trading as Lyria)
Company Registration Number: 16987046 (Registered in England and Wales)
Phone: +44 20 4628 1830
Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Trading Address: First Floor, Swan Buildings, 20 Swan Street, Manchester, M4 5JW, United Kingdom
Website: https://www.lyriaa.com
Email: support@lyriaa.com
Operating Hours: Monday – Sunday: 10:00 – 19:00 (GMT)
Support SLA: We aim to acknowledge all refund requests within 12 working hours
This Refund Policy is governed by the laws of England and Wales. For the resolution of disputes, please see our Terms and Conditions.
© 2026 A2 TICKETS LTD (trading as Lyria). All rights reserved.