Refund & Cancellation Policy

1. Flight Cancellation Assistance

If you need to cancel a flight booking made through Sky2Road, you may request cancellation assistance via our customer support team. We will:

• Confirm your booking details and the Supplier’s cancellation policy (e.g., non-refundable, partially refundable, or free cancellation window).
• Submit the cancellation request to the airline (or other Supplier) on your behalf.
• Communicate the outcome, including any refund amount, cancellation penalties, and travel credits offered.
• Process any refund due from the Supplier after we receive the funds.

We strongly recommend that you review your booking confirmation email for the specific cancellation terms applicable to your fare. Some promotional or discounted fares are entirely non-refundable regardless of the reason for cancellation.

2. Refund Eligibility

Refund eligibility for the travel product (e.g., airfare, hotel stay, cruise) is determined solely by the Supplier’s policies. Common scenarios include:

• Fully refundable fares: You may receive a full refund of the base fare and taxes, minus any Supplier cancellation fees.
• Partially refundable fares: A portion of the ticket price may be refunded, often after a fixed penalty fee.
• Non-refundable fares: No refund of the base fare is available, but government taxes and fees may be refundable if the ticket is unused (airline discretion).
• Future travel credit: Some airlines issue credits instead of cash refunds for voluntary cancellations.
• Cancellation due to covered reasons: If you purchased travel insurance, you may need to file a claim with the insurer separately.

Sky2Road does not guarantee that any refund will be issued. We act as a facilitator and will advocate for you in accordance with the Supplier’s rules.

3. Airline‑Dependent Refund Timelines

Once the airline approves a refund, the time required for funds to reach you depends on multiple factors. The table below provides general estimates based on industry practices:

Sky2Road will notify you as soon as we receive the refund from the Supplier and process it back to your original payment method. We cannot accelerate airline or bank processing times.

4. Service Fee Refund Policy

Sky2Road charges a transparent service fee for our professional travel assistance, including booking facilitation, 24/7 support, and cancellation handling. Our policy regarding service fee refunds is as follows:

• If you cancel a booking voluntarily: The service fee is non-refundable because we have already provided assistance, coordination, and support.
• If the Supplier cancels the flight/hotel (e.g., route discontinuation) and provides a full refund: Sky2Road will refund the service fee on a pro-rata or full basis at our discretion, unless the cancellation is due to force majeure (see Section 8).
• If we fail to provide the agreed assistance due to our error: We will refund the service fee upon verification.
• No refund of service fee for “non-refundable” bookings: Even if the airline refuses to refund the ticket, the service fee remains non-refundable because our work was performed.

Any refund of the service fee will be processed within 10 business days after our confirmation of eligibility.

5. Non‑Refundable Situations

Refunds will not be available in the following circumstances:

• Change of mind or better price found elsewhere: No refund for voluntary cancellation of a non-refundable fare.
• Missed flights / no-show: Airlines generally cancel the entire remaining itinerary without refund.
• Denied boarding due to improper documents: Lack of valid passport, visa, or health certificates.
• Travel advisories or personal emergencies: Unless covered by the airline’s flexible policy or travel insurance (we recommend always purchasing travel insurance).
• Force majeure events: Natural disasters, pandemics, government shutdowns, or strikes (refunds may be granted only if the Supplier issues a waiver).

6. Our Refund Processing Timelines

Once Sky2Road receives funds from the Supplier, we commit to the following internal processing times:

• Refund to credit/debit card: Within 5 business days of receiving the Supplier’s refund.
• Refund via original payment method only: We do not issue cash, checks, or alternative payment forms unless required by law.
• Partial refunds: If the Supplier only refunds a portion, we will forward that exact amount minus any applicable service fee adjustments (if agreed).

You will receive an email confirmation once the refund is initiated. Total time from your cancellation request to final credit may range from 2 weeks to 12 weeks depending on the airline’s responsiveness.

7. Schedule Change Handling

Airlines sometimes modify flight times, dates, or cancel routes. When a significant schedule change occurs (e.g., departure change of 3+ hours, or a connection becoming impossible):

• Assistance: Sky2Road will contact you using the email/phone provided and help you explore options: rebooking with the same airline (free of charge in many cases) or requesting a refund if the new schedule is unacceptable.
• Refund rights: Under most airline policies (e.g., US DOT rules, EU Regulation 261/2004), you may be entitled to a full refund to original payment if the schedule change is significant and you choose not to travel. Sky2Road will facilitate that refund request.
• No liability for consequential losses: We are not responsible for prepaid hotels, tours, or missed work due to schedule changes.
• Service fee on schedule change refunds: If the airline refunds the ticket due to a schedule change, Sky2Road will refund the service fee (less any administrative costs) because the cancellation was not initiated by you.

8. Customer Support Process for Cancellations & Refunds

To request a cancellation or inquire about a refund, please follow these steps:

1. Contact us via phone or email: Call +1 863 378 3435 or reply to your booking confirmation email. Provide your booking reference number.
2. Explain your request: Specify whether you want to cancel, change dates, or request a refund due to a schedule change.
3. Receive cancellation confirmation: We will send you a written acknowledgment and initiate the process with the Supplier.
4. Wait for Supplier decision: Airlines may take up to 10 business days to respond. We will update you every 5 business days if no decision is received.
5. Refund disbursement: Once approved, we process the refund as described in Section 6.

We strongly recommend that you do not file a dispute or chargeback with your credit card issuer before contacting us, as doing so may delay resolution and violate our Terms of Service.

9. Travel Insurance Recommendation

Many cancellation scenarios (illness, family emergency, weather, job loss) are not covered by standard airline refund policies. Sky2Road strongly recommends that you purchase comprehensive travel insurance at the time of booking. Travel insurance can provide coverage for:

• Cancellation for any reason (CFAR) upgrades
• Emergency medical expenses abroad
• Lost baggage and trip interruption
• Supplier insolvency (airline bankruptcy)

We are not an insurance provider and do not sell insurance policies. Please review policy terms carefully.

10. Independent Travel Assistance Provider – No Airline Affiliation

11. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes in our services, legal requirements, or industry standards. The “Effective Date” at the top indicates the last revision. Continued use of our services after changes constitutes acceptance of the updated Policy.