FLYTRAVIO
Cancellation and Refund Policy
The cancellation, change and refund terms that apply to bookings made through the FlyTravio booking platform in India (Fly Travio Pvt Ltd) and Australia (FlyTravio Pty Ltd).
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15Cancellations, changes and refunds
15.1How to request a cancellation or change
You may request a cancellation or change through your Account, or by contacting us at customersupport.in@flytravio.com or +91 7058866889 (India) or customersupport.au@flytravio.com or +61 1300029817 (Australia). Cancelling online is as easy as booking online: the cancellation option is available in the same place as your Booking details, and does not require you to call us unless the Service Provider's system requires a manual request. Before you confirm a request we show you the amount that will be refunded, every charge that will be deducted, and who is charging it.
Requests made directly to a Service Provider, rather than through us, may not be visible to us and may delay processing. Please route all cancellation and change requests for Bookings made on the Platform through us, unless the Service Provider requires you to contact it directly, in which case we will tell you.
15.2Charges, and when the Convenience Fee is refunded
Any cancellation or change is subject to the fare rules or Product Terms applicable to the Booking. Charges may include a Service Provider penalty, a fare difference, applicable taxes, and a FlyTravio service fee for handling a cancellation or change that you have asked us to make. Every charge is disclosed before you confirm the request. We do not charge a service fee where the cancellation or change is made by the Service Provider, results from our error, is made within a free-cancellation period that the Service Provider offers, or is a refund that Applicable Law requires the Service Provider or us to make.
If we cancel a confirmed Booking unilaterally for any reason other than your breach of this Agreement or a cancellation by the Service Provider, we will refund every amount you have paid to us for that Booking, including the Convenience Fee, and we will not charge you any cancellation or service fee.
The Convenience Fee pays for a booking service that is complete when your Booking is confirmed, and it is therefore not refunded when you cancel or change a confirmed Booking, except that we refund it in full where: the Booking could not be completed as described in clause 8; we cancel the Booking for any reason other than your breach; the cancellation results from our error; or Applicable Law requires its refund, including where our booking service has failed to meet a consumer guarantee under the Australian Consumer Law or has been deficient within the meaning of the Consumer Protection Act.
15.3Refund method and timelines
Refunds are made to the original payment instrument. Where a refund depends on funds being released by a Service Provider, we initiate the refund to your payment instrument within [3] Business Days of receiving the funds. Where a refund is due from us directly, for example because of our error or under clause 8, we initiate it within [3] Business Days of confirming that it is due. The time taken for the funds to appear in your account after we initiate a refund depends on your bank, card issuer or Payment Partner and is typically five to ten Business Days.
Where an airline or operator holds the refund, we cannot release funds to you before we receive them. Service Provider refund timelines vary and are described in clauses 11.6, 11.7 and 12. We will tell you the status of your refund on request, will follow up with the Service Provider on your behalf, and will escalate a refund that is overdue under the rules that bind the Service Provider.
We will not substitute a credit note, voucher or credit shell for a cash refund to which you are entitled unless you ask for one. Where you choose a credit, its value, validity period and conditions are stated before you accept it.
Where a Booking is partly cancelled, any discount applied under an offer may be recalculated or recovered in accordance with clause 10, and the effect on your refund is shown before you confirm the request.
15.4Cancellations and refunds under Indian law
As an e-commerce entity, we are bound by the E-Commerce Rules to effect every refund we have accepted within a reasonable period and, where a law prescribes a period, within that period, including the Reserve Bank of India's timelines for failed and reversed transactions described in clause 9.2. We do not impose a cancellation charge on you for a Booking that you cancel after confirming it unless we would bear a similar charge if we cancelled the Booking unilaterally. Airline refunds are governed by the DGCA requirements described in clause 11.6, under which the airline must complete a refund for a ticket purchased through us within 14 working days and must refund statutory taxes and airport charges even on a non-refundable fare. A failure by us to process a refund that is due, or to disclose a charge before you confirm a request, is a deficiency in service for which you may use the grievance process in clause 28 and the remedies described in clause 24.
15.5Cancellations and refunds under Australian law
If you change your mind, or cannot travel for a reason unrelated to the Travel Product, neither we nor the Service Provider is obliged by the Australian Consumer Law to refund you, and the fare rules or Product Terms determine what is refunded. If a Travel Product is not supplied, is not supplied within a reasonable time, or is not supplied with due care and skill, and the failure was within the Service Provider's control, you are entitled to the remedies described in clause 25 from the Service Provider, and we will help you obtain them. If our own booking service fails to meet a consumer guarantee, you are entitled to those remedies from us. We never charge a fee to process a refund to which you are entitled under the Australian Consumer Law, we never require you to accept a credit or voucher in place of a refund to which you are entitled, and we do not make statements to the effect that no refunds are available. A refund we owe you is paid within a reasonable time and in any event within the period stated in clause 15.3.