Refund Policy
Effective 18 August 2026 · Onward Ticket is a service of Onward Ticket Inc.
The short version: if we do not deliver a live reservation, you get your money back automatically. If we do deliver it, the fee is for work already done and is not refundable, except in the situations listed below. Every refund is a full refund of the fee for the affected order; we do not make partial deductions.
1. Refunds we make automatically
You do not need to contact us for any of these; the system issues the refund and emails you a confirmation.
| Situation | What happens |
|---|---|
| The reservation cannot be placed automatically and our specialist does not deliver a live PNR within 6 hours of payment | Full refund, issued the moment the 6 hour window closes |
| We cannot place any reservation on your route or airline at all | Full refund, and an email explaining why |
| You were charged more than once for the same order (a duplicate payment) | The duplicate charge is refunded in full |
| A payment was captured but the order could not be created | Full refund |
2. Refunds you can ask for
Email support@onwardticket.travel with your order number (OW-XXXXXX). We approve these routinely:
- Before the reservation is created. If you paid but the reservation has not yet been placed (for example a scheduled order whose issue date has not arrived), you can cancel for a full refund.
- The airline releases the reservation early. If the PNR stops resolving before the validity we showed you at purchase, we will place a comparable new reservation at no charge, or refund you in full, your choice.
- Our mistake. If the itinerary we delivered does not match what you ordered (wrong route, dates, or passenger names that were entered correctly on your side), we re-issue at no cost or refund in full.
- Delivery failure we could not fix. If we cannot get the PDF to you by email or through your order status page after you contact us, we refund.
3. When the fee is not refundable
Once a live reservation has been created and delivered, the service has been performed. The fee is not refunded because:
- a visa was refused, delayed, or not applied for; an embassy, airline or officer did not accept the reservation; or your travel plans changed;
- you entered a name, date of birth, or passport detail incorrectly and the airline holds the booking under it (corrections are free before issuance; afterwards a new order is needed);
- you no longer need the reservation, or ordered the wrong dates or route and the reservation was already placed as ordered;
- the reservation expired at the validity shown before purchase, or you did not use it before it expired;
- you provided an email address that was wrong and did not contact us before the reservation expired.
We do make goodwill exceptions, especially where someone is stuck in a visa process. If you think your case is unfair, write to us and say why. A human reads every message.
4. How refunds are paid and how long they take
- Refunds go back to the original payment method through our payment provider (Razorpay). We cannot refund to a different card or account.
- We initiate approved refunds within one business day of approval; automatic refunds are initiated immediately.
- Banks and card networks typically take 5 to 10 business days to show the credit; some international cards take up to 15. The refund reference (rfnd_…) in your confirmation email is what your bank can trace.
- Refunds are for the amount charged in USD. Any difference caused by exchange-rate movement or bank fees between charge and refund is set by your bank, not by us.
5. Chargebacks
Please contact us before disputing a charge with your bank; the charge appears as Onward Ticket Inc. and is easy to mistake for something else. We respond to every refund request within one business day, and we resolve almost all of them faster than a dispute would. Where a chargeback is raised for a reservation that was delivered as ordered, we will provide the airline record and delivery logs to the card network.
6. Contact
support@onwardticket.travel (every day, 08:00 to 22:00 IST (02:30 to 16:30 UTC)). Include your order number and the email address you used at checkout. See also Terms and the Support page.