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Policy

Refund and Cancellation Policy

Airlines decide what is refundable. We tell you the expected amount before cancelling, act only on approval, and pass on what the airline returns.

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Draft for legal review. This document has not yet been reviewed by a qualified legal professional.

1. Scope

This policy applies to bookings made through Rizwiz Enterprise. If you bought a ticket directly from an airline, the airline holds the booking and you must cancel it with that airline.

2. The airline's fare rules decide

Each fare carries conditions set by the airline: whether it is refundable, the cancellation charge, and which taxes can be returned. We cannot change these conditions or make an exception to them.

3. How a cancellation works

  1. You tell us the booking reference, travellers and segments to cancel.
  2. We send a written breakdown: the fare paid, the airline's cancellation charge, refundable taxes, our service fee, and the expected refund.
  3. Your nominated approver confirms in writing.
  4. We submit the cancellation and send you the airline's confirmation.
  5. We follow up the refund with the airline and pass it on.

4. Refund timing and method

The airline processes refunds on its own timeline, which we do not control. We tell you the expected refund timing and method when we file the request; the timing depends on the airline and the payment provider. We do not promise a date for the airline's part.

5. Service fees

Whether any part of our service fee for arranging the original booking can be refunded is stated in your quote before you pay. A service fee may also apply to handling the cancellation; it is shown in the breakdown before you approve.

6. No-shows

If a traveller does not take a flight without cancelling, airlines may cancel the rest of the itinerary and refuse any refund. Please contact us before departure if plans change.

7. Airline-initiated cancellations and changes

If the airline cancels or significantly changes a flight, it decides what to offer: rebooking, credit or refund. We pass on the options and act on your approver's choice. Any compensation is a matter between the traveller and the airline under the rules that apply.

8. Payment-provider charges

Charges applied by banks or payment providers on the original payment or on a refund may not be recoverable. Ask your agent before approving a cancellation if you want to know how such charges affect your refund.

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