Refund Policy

Last Updated: March 24, 2025

At OnwardTickets, we are dedicated to providing high-quality onward ticket services to meet your travel documentation needs. Our goal is to ensure your satisfaction with every purchase. However, due to the nature of our digital product, all sales are final unless they meet specific refund conditions outlined below. Please read this Refund Policy carefully to understand your rights and our processes.

1. Overview

Our onward tickets are delivered electronically and designed for immediate use, such as visa applications or airport verification. Because of this, we maintain a strict refund policy to balance customer satisfaction with operational fairness. Refunds are only available in exceptional cases where the issue is directly attributable to OnwardTickets’s errors or failures.

2. Eligible Refund Cases

We will issue a refund under the following circumstances:

  • System Error: If a technical malfunction on our platform causes your ticket to arrive late (e.g., beyond the promised delivery time) and it becomes unusable for its intended purpose, you are eligible for a full refund. Examples include server downtime or email delivery failures on our end. You must notify us within 48 hours of the issue.
  • Duplicate Orders: If you unintentionally place multiple identical orders due to a website glitch or user error, we’ll refund the additional order(s). To qualify, you must inform us within 24 hours of the purchase, and the duplicate ticket must remain unused.

3. Non-Refundable Cases

Refunds are not available for any cases outside the conditions listed above, including but not limited to the following situations:

  • User Error: Mistakes in the information you provide (e.g., wrong names, dates, or destinations) that render the ticket unusable.
  • Change of Mind: Deciding you no longer need the ticket after it has been delivered.
  • Third-Party Rejection: Rejection of the ticket by authorities due to their policies or requirements beyond our control (e.g., stricter rules not communicated to us).
  • Delayed Notification: Failure to report an issue within the specified timeframes above.
  • Ticket Compatibility Issues: If your onward ticket is rejected by a visa authority, airline, or airport because it does not meet their specific requirements (e.g., missing details or incorrect formatting).

4. Refund Request Process

To request a refund, please follow these steps:

  • Step 1: Email us at booking@onwardtickets.net with the subject line “Refund Request – Booking #[Your Booking Reference ID].”
  • Step 2: Provide a detailed explanation of the issue, including relevant dates, times, and circumstances.
  • Step 3: Attach supporting evidence, such as screenshots of error messages (for system errors) or official rejection notices (for compatibility issues).
  • Step 4: Submit your request within the applicable timeframe (e.g., 24 hours for duplicates, 7 days for compatibility issues).

Our team will review your request and respond within 3-5 business days with a decision.

5. Refund Processing

If approved, refunds will be issued to your original payment method (e.g., credit card, PayPal) within 10 business days. Note that processing times may vary depending on your bank or payment provider, and we are not responsible for delays caused by third parties. Refunds will include the full amount paid, excluding any non-refundable fees imposed by payment processors, if applicable.

6. Disputes and Escalation

If you disagree with our refund decision, you may reply to our response email with additional details or evidence for reconsideration. We aim to resolve disputes fairly and promptly. For unresolved issues, you may pursue remedies under applicable consumer protection laws in your jurisdiction.

7. Contact Us

For questions about this Refund Policy or assistance with a refund request, please email us at booking@onwardtickets.net. Our customer support team is committed to addressing your concerns as quickly as possible.