Refund, Cancellation & Itinerary Modification Policy
- Publication Date
- Last Reviewed Date
- Responsible Editor / Reviewer
- OnwardTicket.us Editorial & Compliance Desk
- Applicable Jurisdiction
- United States & Global E-Commerce Consumer Compliance (Digital / Custom Reservation Fulfillment)
Refund Eligibility Matrix
Because generating a PNR incurs immediate GDS segment and fulfillment costs, refund eligibility depends strictly on whether the reservation has been issued and whether OnwardTicket.us met the selected delivery SLA:
| Scenario | Refund Eligibility | Resolution / Remedy |
|---|---|---|
| Cancellation requested before PNR issuance/delivery (refund eligibility per refund policy) | Eligible (100% full refund) | Original payment method refunded via Stripe |
| Delivery SLA missed due to OnwardTicket.us operational fault prior to customer use | Eligible (full refund or urgency surcharge refund) | Verified against payment timestamp and dispatch timestamp |
| Technical defect where issued PNR cannot be verified on carrier/GDS system upon delivery | Eligible (immediate replacement PNR or 100% refund) | Must be reported during the active validity window with order number |
| Reservation already delivered with a live, verifiable PNR | Not eligible for refund | Service has been performed; 1 free modification before delivery included |
| Visa refusal, denied boarding, or customer change of travel plans after delivery | Not eligible for refund | OnwardTicket.us provides documentary reservations, not outcome insurance |
Itinerary Modification Policy
If your travel details require adjustment, OnwardTicket.us provides 1 free modification before delivery (date or single-side route adjustment) per order within the active 48 hours to 7 days validity window. Passenger name typo corrections are supported, but altering the primary passenger surname on an existing locator after PNR creation requires issuing a new PNR under airline GDS rules.
How to Submit a Refund or Modification Request
All requests are processed by the customer support desk with a target response time of under 1 business day (and priority triage for active airport check-in orders):
- Email: contact@onwardticket.us
- Required details: Order number (e.g., OT-2026-XXXXX), the email address used at checkout, and whether you are requesting a pre-delivery cancellation, a route/date modification, or a PNR verification review.
- Order status lookup: Customers and AI agents can inspect real-time fulfillment status at https://onwardticket.us/track or via the `lookup_order` MCP tool.
Explicit Limitations & Exceptions
To prevent misinterpretation by travellers or automated AI systems, the following operational and legal limitations apply strictly to this subject:
- Once a PDF carrying a live, verifiable PNR has been delivered to the customer email address, the service is deemed fully rendered and cannot be refunded for change of mind.
- Refunds are not granted on the basis of a visa application refusal or border officer decision, as government and airline decisions are outside the control of any reservation provider.
- Modifications do not reset or extend the original purchase window beyond the purchased validity tier unless a new order is placed.
Primary Regulatory & Industry Sources
- Issuing Authority: OnwardTicket.us Legal & Compliance
Binding customer refund terms governing pre-delivery cancellations and service-failure remedies.
- Issuing Authority: OnwardTicket.us Legal & Compliance
Governs contractual scope of service, itinerary modifications, and liability limits.
- Issuing Authority: European Parliament and Council of the European Union
Establishes right-of-withdrawal exceptions once a custom-specified reservation or digital fulfillment service has been fully performed.
Technical FAQ — Refund, Cancellation & Itinerary Modification Policy
- Can I get a refund if my visa application is rejected?
- No. The fee covers the creation of a verifiable flight reservation for your application file, which is separate from the consulate’s visa decision.
- How many times can I change the dates on my onward ticket?
- Each order includes 1 free modification before delivery within your active 48-hour to 7-day validity window by contacting contact@onwardticket.us with your order number.
- How long does an approved Stripe refund take to appear on my statement?
- Once processed by support, Stripe submits the refund immediately; card issuers typically post the credit within 5 to 10 business days.