1. Our Service Fee
Our service fee covers the time, expertise, and effort our specialists invest in assisting you with your travel issue. This fee is separate from and in addition to any fees charged directly by airlines (such as flight change fees or fare differences).
2. When You Are Eligible for a Refund
You are entitled to a full refund of our service fee in the following situations:
- Service Not Rendered: We have not yet commenced work on your case and you cancel within 24 hours of payment.
- Our Error: The issue was caused by a mistake on our part (e.g., incorrect information submitted on your behalf).
- Duplicate Payment: You were charged more than once for the same service due to a technical error.
- Service Unavailable: We were unable to provide the service you requested due to circumstances within our control.
3. When Refunds Are Not Applicable
Our service fee is generally non-refundable once our specialists have commenced work on your case, in the following circumstances:
- The airline declined your request due to their own policies (e.g., non-refundable fare, outside change window, etc.) — we cannot control airline decisions.
- You provided incorrect or incomplete information that prevented us from resolving your case.
- You cancel the service request after our specialists have already begun working on your case.
- The desired outcome was not achievable due to the airline's terms and conditions.
4. Partial Refunds
In cases where our service was partially rendered (e.g., partial research was completed but no action was taken), we may offer a partial refund at our discretion. Each case is reviewed individually and fairly.
5. How to Request a Refund
To request a refund of our service fee, please contact us within 7 days of payment:
Please have your case reference number and payment details ready. Approved refunds are processed within 5–10 business days to your original payment method.
6. Airline Refunds — Separate Process
Please note that refunds from airlines (for cancelled or changed flights) are an entirely separate process governed by the airline's own refund policies. Our service fee refund policy does not affect, limit, or substitute any rights you may have against an airline.
If we assist you in obtaining a refund from an airline and the airline issues the refund, our service fee remains applicable as we successfully rendered the service.
7. Contact for Refund Disputes
If you believe a refund has been incorrectly denied, please contact us and we will review your case. We are committed to resolving all disputes fairly and promptly. Call +18883240070 available 24/7.