Refund Policy

1. Scope of This Policy

This policy applies to requests for refunds relating to services purchased directly from flights-holding through our available service channels.

It does not replace the refund, cancellation, or modification policies of third-party travel providers. If a transaction includes a charge imposed by another provider, that provider's rules may determine whether the charge is refundable.

This policy is subject to applicable consumer protection laws. If a mandatory legal right conflicts with a term stated here, the applicable legal requirement will prevail.

2. Service Fees

flights-holding provides independent flight and travel assistance. Fees may apply to certain services. Where a paid service fee applies, the fee and relevant terms should be disclosed before you authorize the service or payment.

The refund eligibility of a service fee may depend on the service purchased, whether the service has started or been completed, the terms disclosed at the time of purchase, and applicable law.

A service fee charged by flights-holding is separate from any ticket price, hotel charge, car rental charge, supplier penalty, or other amount charged by a third party.

We will not represent a fee as refundable or non-refundable contrary to the terms actually disclosed to you or any applicable legal requirement.

3. When a Refund May Be Considered

Depending on the circumstances and applicable terms, a refund request may be considered in situations such as:

• A duplicate charge or an incorrectly processed payment is identified.
• A paid service was not provided as agreed and a refund is appropriate under the applicable terms.
• A transaction was cancelled in circumstances where a refund is permitted.
• A payment error or other issue requires correction.
• A refund is required by applicable law.

These examples do not guarantee a refund in every circumstance. Each request is assessed using the applicable transaction terms and relevant facts.

4. When a Refund May Not Be Available

Subject to applicable law and the terms disclosed before purchase, a refund may not be available in circumstances such as:

• A service has been completed in accordance with the agreed terms and the applicable fee is not refundable.
• A third-party provider has imposed a non-refundable charge under its own applicable policy.
• A requested cancellation or change is not eligible for a refund under the terms governing that service.
• The request falls outside an applicable refund condition or deadline, where legally permitted.

We will consider the circumstances of a request rather than treating this list as an automatic rejection rule. Nothing in this policy excludes rights that cannot lawfully be excluded.

5. Airline Tickets and Other Travel Bookings

Airline tickets and other travel bookings may be subject to rules set by the airline, hotel, car rental company, booking provider, or other supplier responsible for the reservation.

Refund eligibility may depend on the fare or booking conditions, the reason for cancellation, the timing of the request, the provider's decision, and applicable law.

If you request assistance with a third-party booking, we can explain the nature of the assistance available. We cannot guarantee that the provider will approve a refund, waive a penalty, or return funds.

A refund of a third-party booking amount is distinct from any service fee charged directly by flights-holding. The handling of each amount depends on the transaction and the applicable terms.

6. Cancellation Requests

If you want to cancel a service or travel booking, contact us as soon as reasonably possible and identify the service or transaction involved.

Cancelling a request for assistance does not necessarily cancel an airline ticket, hotel reservation, car rental, or other third-party booking. You may need to contact the relevant provider directly or follow its official cancellation procedure.

Any refund associated with a cancellation will be assessed under the applicable service terms, provider rules, and relevant law.

Please also review our Cancellation Policy.

7. How to Request a Refund

To request a refund review, contact our team using the telephone number or email address listed below. Please provide enough information for us to identify the relevant transaction.

Your request should include, where available:

• Your name and preferred contact details.
• The date of the payment or service request.
• The amount and currency charged.
• A transaction reference, receipt, or confirmation number, if available.
• A clear explanation of why you are requesting a refund.
• Relevant supporting information, if appropriate.

For your security, do not send your full payment card number, card security code, password, or other unnecessary sensitive information by ordinary email.

We may contact you if additional information is reasonably necessary to review the request.

8. Review and Processing

We will review the information available, the terms applicable to the transaction, and any relevant third-party or legal requirements.

If a refund is approved, the amount and processing arrangements will depend on the nature of the charge, the original payment method, and any applicable payment processor or provider requirements.

We do not promise a specific processing period unless that period has been confirmed for the particular transaction. Where a third party controls the refund, its procedures may affect the timing.

9. Refund Method and Timing

Where practicable and permitted, an approved refund will generally be directed to the original payment method. Alternative arrangements may be considered where the original method is unavailable and the alternative is lawful and appropriate.

The time for funds to appear in your account may depend on the payment processor, card issuer, bank, or other financial institution. Any timing estimate provided should be treated as an estimate unless expressly confirmed otherwise.

If a refund has been approved but you have not received it within the communicated timeframe, contact us with the transaction details so we can help review its status.

10. Duplicate, Incorrect, or Unauthorized Charges

If you believe you have been charged more than once, charged an incorrect amount, or charged for a transaction you did not authorize, contact us promptly.

We will review the available transaction information and take appropriate steps based on the circumstances. You may also contact your bank or payment provider where necessary, particularly if you suspect unauthorized use of your payment method.

Reporting a charge does not automatically establish that a refund is due, but we will assess the matter in accordance with the applicable terms and law.

11. Payment Disputes and Chargebacks

If you have a concern about a payment, we encourage you to contact us so we can review the transaction and explain any applicable charges.

You retain any rights available through your bank, card issuer, payment provider, or applicable law. Any payment dispute will be handled in accordance with the relevant rules and requirements.

Please provide accurate information when raising a payment concern. We will review the records available to us and respond appropriately.

12. Currency and Refund Amounts

Prices and payments may be displayed or processed in different currencies depending on the service and payment arrangements.

Where a refund is processed in a currency different from the currency of your account, the amount credited may be affected by exchange rates, bank conversion practices, or foreign transaction fees imposed by financial institutions.

We cannot control conversion rates or fees charged independently by your bank or payment provider. The applicable transaction records will be used to determine the amount of any refund we are responsible for issuing.

13. No Guarantee of Third-Party Refunds

flights-holding provides independent travel assistance and is not an official airline, hotel, or car rental company website.

We do not control the refund decisions, cancellation conditions, or processing times of independent third-party travel providers. We cannot guarantee a particular result when a request depends on another provider's decision.

We will not describe a third-party refund as approved unless we have an appropriate basis to confirm that status.

14. Changes to This Refund Policy

We may update this policy to reflect changes in our services, payment arrangements, or legal requirements. The updated version will be published on this page with a revised “Last updated” date.

The terms applicable to a particular transaction may also depend on the information disclosed and accepted when that transaction was made, subject to applicable law.

15. Contact Us

If you have a question about a charge or want to request a refund review, contact flights-holding using the details below.

You can also visit our Contact page for our contact information.