This policy outlines the terms and conditions for refunds on airline tickets purchased through [Trailfounders]. By booking with us, you acknowledge that all refunds are subject to the specific fare rules and policies of the respective Airline and our own Agency Service Fees.
1. Refund Eligibility & Fare Rules
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Non-Refundable Fares: The majority of discounted flight tickets are Non-Refundable by the airline. In the event of a cancellation, only certain airport taxes may be eligible for a refund, which can take an extended time to process.
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Refundable Fares: If you purchased a Refundable ticket, the refund amount will be subject to the airline's specific fare rules, which may include a cancellation penalty/fee deducted by the airline.
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Voluntary Cancellations (By Customer): For customer-initiated cancellations, refunds are never guaranteed and are strictly dictated by the fare rules of the ticket purchased.
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24-Hour Rule (Risk-Free Cancellation): For bookings made at least 7 days before departure, you may be eligible for a full refund if you cancel within 24 hours of booking. This is subject to the specific airline's policy, and any Agency Service Fee may still apply.
2. Cancellations and Changes by the Airline
You are generally entitled to a refund if the cancellation or change is made by the airline.
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Flight Cancellation by Airline: You are entitled to a full refund from the airline (minus our non-refundable Service Fee, see Section 3) if the airline cancels the flight and you do not accept an alternative flight or credit voucher.
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Significant Schedule Change: If the airline significantly changes your flight schedule (e.g., a delay of 3+ hours or a major route change), you will usually be offered a free rebooking or a full refund from the airline.
3. Agency Service Fees (Non-Refundable)
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[Your Agency Name] charges a non-refundable Booking/Service Fee for the transaction and servicing of your ticket. This fee is for the agency's service in facilitating the booking and is retained in all refund and cancellation scenarios, including those initiated by the airline.
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Example Fee: e.g., $50 / £40 per ticket.
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Cancellation Processing Fee: An additional processing fee $40 / £25 may be applied by the agency to cover the administrative costs of submitting and managing the refund request with the airline.
4. Refund Request and Processing
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How to Request: All cancellation and refund requests must be submitted in writing via email to [refund@trailfounders.co.uk] or by calling us at [0204 519 4800].
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Required Information: You must provide your Booking Reference Number and the full reason for the cancellation.
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Processing Time:
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Refund requests are processed in two stages:
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Agency Submission: We submit the request to the airline within e.g., 7 business days.
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Airline Processing: The airline processes the refund. Due to industry standards, this can take anywhere from 6 to 12 weeks or longer, as the funds must be returned from the airline to the agency, and then from the agency to the customer.
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Method of Refund: All approved refunds will be credited back to the original form of payment used for the booking.
5. Travel Insurance
We strongly recommend purchasing comprehensive travel insurance at the time of booking to cover any unforeseen circumstances, as the majority of flight tickets are non-refundable.
