Overview
At horizontravelassist, we act as an agent on behalf of third-party suppliers (such as airlines and hotels). When you make a booking, your contract is with the supplier, and their specific terms and conditions apply regarding refunds and cancellations.
Cancellations by You
If you need to cancel or change your travel plans, you must notify us immediately. Refund eligibility depends entirely on the type of ticket purchased and the airline's policy.
- Non-Refundable Tickets: Most economy and discounted fares typically cannot be refunded.
- Flexible Tickets: Higher-priced flexible tickets may allow cancellations for a partial or full refund.
- Taxes: In some cases, unused airport taxes may be refundable, subject to an administration fee.
Our Service Fees
horizontravelassist charges a standard service fee for processing cancellations, amendments, and refunds. This fee covers the administrative cost of our team managing your request with the airline.
Please Note:
- Our service fees are in addition to any penalties charged directly by the airline or supplier.
- Service fees are charged per passenger and are non-refundable.
- The exact fee amount will be disclosed to you by your agent at the time of your cancellation request.
Supplier Cancellations
If an airline cancels your flight or changes the schedule significantly, you may be entitled to a refund or a credit for future travel, depending on their specific "Conditions of Carriage."
We will advocate on your behalf to secure whatever refund or credit the supplier offers, but we are bound by their final decision.
Refund Processing Times
Refunds are not immediate. We must first receive the funds back from the supplier before we can return them to you.
For security reasons, refunds will strictly be returned to the original form of payment used at the time of booking.