Answers
What is OnwardTicket.us's refund policy?
Direct answer
Refund eligibility is governed by our refund policy: we offer refunds for orders cancelled before the reservation has been delivered or used. Because each order creates a temporary reservation in the airline system, once a live PNR is delivered the service is fulfilled and non-refundable; 1 free modification before delivery is included per order.
Refund eligibility per refund policy & SLA remedies
Refund eligibility is governed by our refund policy: you may request a 100% refund for cancellations requested before your reservation has been issued in the GDS and delivered. Once a PDF carrying a live, verifiable 6-character PNR has been dispatched (in accordance with EU Consumer Rights Directive 2011/83/EU Article 16 exceptions for completed custom digital/reservation fulfillment), the reservation service has been performed and is non-refundable. If OnwardTicket.us ever misses the selected delivery SLA (Standard 14h, Urgent 8h, Super Fast 2 hours, Instant 2–20m) prior to your use, or if an issued PNR fails technical carrier lookup upon delivery, you are entitled to an immediate replacement PNR or full refund.
Itinerary modification policy (1 free modification before delivery)
If your travel details require adjustment, we provide 1 free modification before delivery within your active 48 hours to 7 days validity window at no extra charge (note that passenger surnames cannot be altered on an existing GDS PNR). See Refund, Cancellation & Modification Specification and Official Refund Policy.
How to request a refund or modification
- Email contact@onwardticket.us with your order number (e.g.,
OT-2026-XXXXX) and checkout email address. - Specify whether you are requesting a pre-delivery cancellation, a route/date modification, or a technical PNR review.
- Remember that a reservation is a temporary held itinerary (not a purchased e-ticket for boarding) and does not guarantee visa or immigration approval; refunds do not apply to consular visa refusals.