1. Introduction

This Refund Policy defines the terms and conditions under which refunds are issued for all products and services booked through our travel agency, including flight tickets, packaged tours, hotel reservations, visa services, travel insurance, and ancillary products. By completing a booking, customers confirm that they have read, understood, and accepted this policy.

Our refund practices fully comply with international travel industry standards, IATA regulations, consumer protection laws, and the individual fare rules and cancellation terms set by our suppliers (airlines, hotels, tour operators, insurance providers, and other partners). All applicable conditions are transparently displayed to the customer during the booking process before payment is finalized.

2. Flight Tickets

Refunds for flight tickets are processed strictly in accordance with the fare rules of the operating airline. These rules are set by the airline and vary depending on the fare class, route, and ticket type selected. The specific refund conditions of each ticket are clearly communicated to the customer at the time of booking.

2.1 Fare Categories

• Non-refundable tickets: The fare itself cannot be refunded. In certain cases, unused government taxes and airport fees may be recoverable, subject to the airline's policy.
• Partially refundable tickets: Eligible for a refund after deduction of the airline's cancellation penalty and any applicable service fees.
• Fully refundable tickets: May be refunded in full, subject to the airline's terms and conditions at the time of cancellation.

2.2 Agency Service Fee

A non-refundable administrative service fee is retained by the agency to cover the operational costs of booking, issuance, and cancellation processing. This fee is separate from any airline penalties.

2.3 No-Show Tickets

Tickets that remain unused and for which no cancellation request has been submitted before the scheduled departure time ("no-show") are generally non-refundable unless the airline's fare rules explicitly provide otherwise.

2.4 Partially Used Tickets

For round-trip or multi-segment itineraries where one or more segments have already been flown, the refund amount (if any) is calculated by the airline based on the difference between the fare paid and the applicable fare of the used segments.

2.5 Schedule Changes and Flight Cancellations by the Airline

If the airline cancels a flight or makes a significant schedule change, customers are entitled to either a free rebooking on an alternative flight, travel credit, or a full refund, in accordance with the airline's policy and applicable passenger rights regulations (such as EU Regulation 261/2004, where applicable).

3. Packaged Tours

For tours sold as packages (combining flights, accommodation, transfers, guided services, and other components), the following cancellation and refund schedule applies:

• More than 30 days before departure: Full refund, minus any non-refundable third-party charges already paid to suppliers on the customer's behalf.
• Between 15 and 30 days before departure: 50% refund of the total tour price.
• Less than 15 days before departure: No refund, except in cases of force majeure as defined in Section 7.

Certain tours - particularly those involving seasonal events, cruises, chartered flights, limited-availability activities, or specialized group arrangements - may be subject to stricter cancellation terms. In such cases, the specific conditions will be clearly stated at the time of booking and take precedence over the standard schedule above.

4. Hotel and Accommodation Bookings

Refunds for hotel bookings depend on the rate type and the property's individual cancellation policy:

• Flexible rates: Free cancellation up to the deadline specified at booking. Cancellations after the deadline are subject to the property's penalty.
• Non-refundable rates: No refund is available once the booking is confirmed.
• Semi-flexible rates: Partial refund is available in accordance with the property's terms.

The exact cancellation policy for each booking is displayed prior to payment and confirmed in the booking voucher issued to the customer.

5. Visa Services

Visa-related service fees are non-refundable once the application process has begun, as they cover consular, processing, and handling costs. In the event of a visa rejection, any refund of the official government visa fee is subject to the policy of the issuing embassy or consulate; the agency's service fee remains non-refundable regardless of the application outcome.

6. Travel Insurance

Travel insurance premiums are non-refundable once the policy has been issued, except during any cooling-off period provided by the insurance company and provided that no claim has been made and travel has not commenced. Any refund is processed directly in accordance with the insurer's terms.

7. Force Majeure and Agency-Caused Issues

A full refund (minus only unavoidable third-party costs already incurred) will be granted in the following circumstances:

• Airline insolvency, bankruptcy, or operational shutdown
• War, civil unrest, terrorism, or serious security threats affecting the destination
• Natural disasters such as earthquakes, floods, hurricanes, wildfires, or volcanic eruptions
• Epidemics, pandemics, or public health emergencies imposed by competent authorities
• Government-imposed border closures or travel bans
• Errors, omissions, or service failures caused by the agency
• Cancellation of services by the supplier without a reasonable alternative

Where possible, we will first offer alternative solutions - such as rebooking, travel credit, or rescheduling - at no additional cost. Customers who decline the alternative and prefer a refund are entitled to one under the conditions above.

8. How to Request a Refund

Refund requests must be submitted in writing through one of our official communication channels (email or authorized customer support). To ensure prompt processing, customers are asked to provide:

• Full booking reference number or ticket number
• Passenger name(s) exactly as shown on the booking
• Reason for cancellation
• Supporting documentation where relevant (e.g., medical certificates, official notices, death certificates, or government-issued travel advisories)
• Preferred refund method (where options are available)

We strongly recommend submitting cancellation requests as early as possible, as refund amounts are calculated based on the date and time the written request is received - not the scheduled travel date.

9. Processing Time

Once a valid refund request is received, the process is handled in the following stages:

1. The agency immediately contacts the relevant supplier (airline, hotel, tour operator, or insurer) to initiate the cancellation and refund procedure.
2. The supplier processes the refund according to its internal procedures, which typically takes between 7 and 90 business days depending on the supplier and payment method.
3. Once the refunded amount is received from the supplier, the agency transfers it to the customer in the shortest possible time, generally within 3 to 7 business days.

Refunds are issued to the original payment method used at the time of booking, unless otherwise agreed in writing between the agency and the customer.

10. Currency and Exchange Rates

Refunds are processed in the original currency of payment whenever possible. If currency conversion is required (e.g., due to bank restrictions or customer request), the exchange rate applied will be the rate in effect on the day the refund is issued. Any bank or payment processor conversion fees are borne by the customer.

11. Deductible Fees

The following non-refundable charges, where applicable, may be deducted from the final refund amount:

• Airline cancellation penalties
• Hotel, tour operator, or other supplier cancellation fees
• Agency administrative service fee
• Bank transaction and payment processor fees
• Courier, document preparation, or delivery fees (if services have already been rendered)
• Currency conversion costs

All deductions are itemized and communicated to the customer before the refund is finalized.

12. Name Changes, Date Changes, and Other Modifications

Requests for modifications to an existing booking (such as passenger name corrections, date changes, or route changes) are not considered refund requests and are subject to the supplier's change policy and any applicable fees. Where a modification is not permitted, a cancellation and new booking may be required, and the original booking is then subject to this Refund Policy.

13. Travel Credit and Vouchers

In certain circumstances, the customer may be offered travel credit or a voucher instead of a cash refund - for example, when an airline issues a credit shell in lieu of a refund. Travel credits and vouchers are subject to the issuing supplier's validity period, usage restrictions, and transferability rules, which will be communicated at the time of issuance.

14. Disputes and Complaints

Customers who are not satisfied with the outcome of a refund request may submit a formal complaint to our customer support team. All disputes are reviewed fairly and promptly, and we aim to reach an amicable resolution. Matters that cannot be resolved internally may be referred to the relevant consumer protection authorities, tourism regulators, or arbitration bodies in accordance with applicable law.

15. Liability

Our liability in any refund matter is limited to the value of the products and services booked through us. We are not liable for consequential damages such as missed connections on separately booked itineraries, lost wages, visa fees paid to third parties, or non-refundable expenses incurred outside our booking.

16. Amendments to This Policy

We reserve the right to update or modify this Refund Policy at any time to reflect changes in law, supplier terms, or industry practice. The version of the policy in effect at the time of booking is the version that applies to that specific purchase. Customers are encouraged to review the current policy before completing each booking.

17. Contact

For all refund-related inquiries, cancellation requests, or further clarification, please contact our customer support team through the email address and phone numbers listed on the Contact page. Our team responds to all written requests within 24 to 48 business hours.