STour

Refund and Returns Policy

We understand that travel plans can change, especially when organizing group flights.
Our goal is to make the process of cancellation and refunds as clear and straightforward as possible.
Below you will find our general refund and cancellation policy. Please note that specific conditions may vary depending on the airline, fare type, and group agreement.

1. Cancellations by the Client

If you need to cancel a group booking:

  • Up to 30 days before departure – Full or partial refund may be available depending on the airline’s policy and the terms of the group fare. Administrative fees may apply.
  • Less than 30 days before departure – Refunds are not guaranteed and depend entirely on the airline’s fare conditions. We will do our best to negotiate on your behalf.
  • No-shows – If passengers do not show up for the flight, refunds are generally not possible.

All cancellation requests must be submitted in writing via email to your account manager or through our support form.

2. Changes to Booking

We understand that changes happen. We offer support with:

  • Passenger name corrections
  • Substitutions within the group (where allowed by the airline)
  • Date or route changes (subject to availability and fare rules)

Additional fees may apply depending on the airline’s terms and the timing of the request.

3. Refund Process

  • Once your refund request is confirmed, we will initiate the process with the airline.
  • Refunds typically take up to 30 business days, depending on the airline and payment provider.
  • All refunds are processed back to the original payment method unless otherwise agreed.

4. Non-Refundable Services

Some services may be non-refundable, including but not limited to:

  • Airline service fees or fuel surcharges
  • Visa support or document preparation
  • Travel insurance (if purchased separately)

These costs will be outlined during the booking process.

5. Force Majeure and Airline-Initiated Changes

If a flight is canceled or significantly changed by the airline (due to weather, technical issues, strikes, etc.), we will support you in obtaining a refund or rerouting the group. Airline policies vary, and we follow their official procedures in such cases.

6. Contact and Support

For any questions about refunds, cancellations, or booking changes, please contact our support team:
Email: help@s-t-our.info