Refund Policy

Name: Onward Itinerary — Flight Reservation Service
Brand: Onward Itinerary
Availability: InStock
Rating: 4.8 (2847 reviews)

Last updated: 04 June 2026

Important: Onward Itinerary provides flight reservation documents (PNR/itinerary receipts) and hotel confirmation documents for visa application purposes. These are digital service documents — not actual airline tickets or hotel stays. Please read our refund policy carefully before placing an order.

1. Service Overview

Our service delivers digital documents that are generated instantly upon payment. Since these documents are delivered immediately and can be used for their intended purpose (visa applications, proof of travel) the moment they are received, our refund policy reflects the nature of digital, instantly-delivered services.

2. Refund Eligibility

Key rule: You can request a full refund any time before you download your PDF. Once you have downloaded the PDF, the service is considered delivered and becomes non-refundable — a real booking has been made in the airline’s GDS system on your behalf at that point.

Scenario	Refund	Details
Service not delivered You paid but never received your document	✅ Full refund	If you do not receive your PNR document or hotel confirmation within 24 hours of payment, contact us for a full refund.
Incorrect document Wrong names, dates, or flight details	✅ Full refund or re-issue	If the document contains errors caused by our system (not user input errors), we will re-issue the correct document or provide a full refund.
Duplicate payment Charged twice for the same booking	✅ Full refund of duplicate	If you were charged more than once for the same order, the duplicate charge will be refunded in full.
Technical failure Payment processed but system error	✅ Full refund	If a technical error on our end prevents document generation after successful payment.
Change of mind You no longer need the document	✅ Full refund (before download)	If you haven’t downloaded your PDF yet, contact us and we’ll issue a full refund. Once downloaded, the document is considered delivered and no longer refundable.
Visa rejection Your visa application was denied	❌ No refund	We provide reservation documents only. Visa approval decisions are made solely by embassies/consulates and are outside our control.
User input error You entered wrong passenger details	⚠️ Re-issue available	If you entered incorrect details, contact us within 24 hours. We may re-issue the document with corrected details at no extra charge (one-time courtesy).

3. Flight Itinerary (PNR) Documents

Flight itinerary/PNR documents are digital reservation receipts generated from real airline data. They are delivered instantly via email as PDF files. The service is considered fully rendered once you download the PDF:

Before you download the PDF, you can cancel and receive a full refund at any time.
After download, refunds are only available for system-generated errors or non-delivery (per the scenarios in Section 2).
The document shows real flight data and a valid PNR code at the time of generation.
Flight schedules may change after document generation — this is standard airline practice and does not qualify for a refund.

4. Hotel Confirmation Documents

Hotel confirmation documents are generated using real hotel data from global distribution systems. The same refund rules apply as for flight documents:

Refunds are available if the document was not delivered or contains errors on our part.
Hotel availability and pricing may change after document generation — this does not qualify for a refund.

5. Verified Airline Hold Bookings

If you purchased a Verified Airline Hold (a real reservation held in the airline system for 24–72 hours), please note:

Hold bookings are non-refundable once the reservation is confirmed in the airline system.
The hold duration depends on airline policy and is not guaranteed beyond the stated period.
If we are unable to create the hold booking due to airline availability, you will receive a full refund or be offered a standard PNR document as an alternative.

6. How to Request a Refund

To request a refund, please contact us with:

1. Your order number (e.g., PNR-XXXXXXXX)
2. Your email address used during booking
3. A brief description of the issue

📧 Email: [email protected]
⏱ We respond within 24 hours, typically much faster.

7. Refund Processing

Refund method: Refunds are processed via the same payment method used for the original purchase (Stripe, PayPal, or PayFast).
Processing time: Approved refunds are processed within 3–5 business days. It may take an additional 5–10 business days for the refund to appear on your bank/card statement, depending on your financial institution.
Currency: Refunds are issued in the original payment currency. Exchange rate differences are not covered.

8. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. We are committed to resolving issues promptly. Unjustified chargebacks may result in your account being blocked from future use of our services.

9. Exceptions

In exceptional circumstances, we may offer partial or full refunds at our discretion, even outside the scenarios listed above. Each case is reviewed individually. We value our customers and aim to find fair resolutions.

Questions? If you are unsure whether you qualify for a refund, please contact us at [email protected] before placing your order. We are happy to clarify our policies and help you make an informed decision.

10. Policy Changes

We reserve the right to update this refund policy at any time. Changes take effect immediately upon posting to this page. Your continued use of our services after changes constitutes acceptance of the updated policy.