RUTA Help Center
Find answers to common questions about creating trips, booking flights and hotels, payments and service fees, cancellations and refunds, and managing your RUTA account.
Getting started
Create a new trip from your dashboard, add your destination and dates, and let RUTA's AI generate a personalized itinerary you can refine and book in one place.
Bookings, payments, and cancellations
RUTA processes payments securely through Stripe. Cancellation eligibility and refund amounts are set by the underlying provider (airline, hotel, or activity operator) and shown before you confirm. Approved refunds are returned to the original payment method within 5 to 10 business days of provider confirmation.
Frequently asked questions
How do I create a new trip?
Click the 'Create Trip' button on your dashboard. Enter your destination, travel dates, and number of travelers. RUTA's AI will generate a personalized itinerary based on your preferences.
How does the booking process work?
Browse the flights, hotels, and activities RUTA suggests inside your trip. Click any item to view details, then click 'Book' to proceed to checkout. You'll review every booking before payment is processed through Stripe.
What payment methods are accepted?
We accept all major credit cards (Visa, Mastercard, American Express) and debit cards through our secure payment processor, Stripe. Your card details are never stored on RUTA's servers.
What is the cancellation policy?
Cancellation policies are set by each travel provider. Flights follow the airline's fare rules and some fares are non-refundable. Hotels typically allow free cancellation up to a date shown at booking. Activities and tours have their own windows. RUTA's 5% service fee is non-refundable once a booking is confirmed.
How do I cancel a booking?
Open your trip and go to the Bookings tab. Find the booking you want to cancel and click 'Cancel Booking'. You'll see the provider's cancellation terms before you confirm. RUTA submits the cancellation on your behalf and emails you when it's processed.
How long do refunds take?
After the provider confirms the cancellation, refunds are returned to the original payment method within 5 to 10 business days. The actual credit to your account depends on your card issuer and may take additional time.
What happens if my flight is changed or cancelled by the airline?
RUTA monitors confirmed flight bookings for airline-initiated schedule changes and cancellations. If the airline materially changes your itinerary we'll email you with details and recommended next steps, and we'll help facilitate any refund you're entitled to under the airline's policy.