1. Our Service Fee
Our service fee is separate from and in addition to any charges applied by the airline (such as fare differences, change fees, taxes, or penalties). Airline charges are not collected by Travel Resolution.
No paid work begins until the service scope, exact fee, independent status, refund conditions, and outcome limitations have been disclosed to and expressly accepted by the customer.
2. When You Are Eligible for a Refund
You may be entitled to a refund of our service fee in the following situations:
- Service Not Started: You cancel before any paid work has commenced and before the agreed service scope has been delivered.
- Our Error: The issue was caused by a mistake on our part (for example, incorrect information submitted on your behalf without your approval).
- 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 agreed service due to circumstances within our control.
3. When Refunds Are Not Applicable
Our service fee is generally non-refundable once agreed paid work has commenced, in the following circumstances:
- The airline declined your request due to its own policies (e.g., non-refundable fare, outside change window) — we cannot control airline decisions
- You provided incorrect or incomplete information that affected our ability to assist
- You cancel after agreed paid work has already begun
- The desired outcome was not achievable due to the airline's own terms and conditions
4. Partial Refunds
In cases where agreed work was partially completed, we may consider a partial refund at our reasonable discretion. Each case is reviewed individually.
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 to your original payment method. The actual processing time depends on your payment method and will be communicated to you at the time of approval.
6. Airline Refunds — Entirely Separate
Refunds from airlines (for cancelled or changed flights) are an entirely separate process governed by the airline's own refund policies. Travel Resolution cannot guarantee that an airline will issue a refund. Our service-fee refund policy does not affect, limit, or substitute any rights you may have directly against an airline.
Travel Resolution cannot guarantee airline refunds. All airline refund decisions are made solely by the airline.
7. Disputes
If you believe a refund has been incorrectly denied, please contact us at refunds@travelresolution.com and we will review your case. If you remain dissatisfied, you may seek guidance from Consumer Protection New Zealand (consumerprotection.govt.nz) or your local consumer protection authority.