Legal
Refunds & cancellations
What you can change, what you can get back, and when — each section opening with a plain-English summary that is part of the policy, not decoration.
Before your ticket is issued
nothing has been charged yet, so cancelling a request costs you nothing. Tell us and it stops.
A booking request is not a ticket. We take no payment when you submit one — an agent takes payment by phone only at the moment your e-ticket is issued, typically within 4–8 working hours. If you decide not to proceed before that call, there is nothing to refund and nothing to cancel beyond telling us to stop. Call +1 209 751 1333 or reply to your confirmation email and quote your reference.
After your ticket is issued
once a ticket exists, the airline’s fare rules decide what’s refundable. We handle the request — we hold the ticket — but we cannot refund more than the airline allows.
The moment a ticket is issued, it is governed by the fare rules of the airline that issued it. Those rules — not us — determine whether the fare is refundable, partially refundable, or non-refundable, and what any change or cancellation costs. We tell you which rules apply to a fare before you agree to it.
- Refundable fares can be cancelled for a refund of the recoverable amount, less any airline penalty stated in the fare rules and our service fee (below).
- Non-refundable fares usually retain no cash value once ticketed. Depending on the airline, the fare may be held as a credit toward future travel, minus the airline’s change penalty and fare difference. Many carrier taxes remain refundable even on a non-refundable fare, and we will claim those where they exist.
- Changes — date, routing or name corrections — go through us, not the airline, because we hold the ticket. The cost is the airline’s change fee plus any fare difference, quoted to you before we make the change.
The 24-hour window
where the law or the fare gives you a free 24-hour cancellation, we honour it.
US Department of Transportation rules require a refund on many tickets cancelled within 24 hours of purchase when the booking was made at least seven days before departure. Where that protection, or an equivalent provision in the fare rules, applies to your ticket, we honour it in full and without a service fee. Because your ticket is issued by a person rather than instantly, the 24-hour clock starts when the ticket is issued — not when you submit the request.
Our service fee
the fee for work already done isn’t refundable — but we always tell you the number before you pay it.
Our service fee covers the work of building, issuing and servicing your booking. Once a ticket is issued, that work is done, so the service fee is non-refundable even where the airline refunds the fare. All fees are itemised before payment and set out on our fees & charges page — there are no charges you only discover afterwards.
How long a refund takes
we submit the refund quickly; the airline and your bank set the actual speed, and it can take weeks.
We submit an eligible refund to the airline promptly once you confirm the cancellation. The airline processes it to the original form of payment on its own timetable — commonly seven to twenty business days, and sometimes longer for international carriers. Your card issuer or bank may add time before the credit appears on your statement. We will tell you the airline’s reference so you can track it.
Schedule changes and cancellations by the airline
if the airline cancels or moves your flight, we work your options and its refund rules.
If an airline cancels a flight or makes a significant schedule change, you are generally entitled to a rebooking or a refund under that airline’s policy and applicable law. We contact you, lay out the options the airline offers, and handle the rebooking or refund with the carrier on your behalf. We do not charge a service fee to process a refund or rebooking caused by the airline.
How to cancel or change
call the desk, quote your reference. A person handles it — 24/7.
Call +1 209 751 1333, 24/7, and quote your booking reference, or reply to any email we have sent you about the booking. Because changes and cancellations run through us rather than the airline, calling the carrier directly can complicate a ticket we hold — let us do it.