Refund & Cancellation Policy

1. How Requests Are Handled

Cancellations and changes are not automatic. All requests must be submitted through our support or booking management workflow. Each request is reviewed by our team, who will obtain a quote from the airline via our flight provider (Duffel) where applicable. We will confirm the outcome (and any refund amount or additional cost) before proceeding.

2. Airline Fare Rules

The fare conditions that apply to your specific ticket govern whether it is cancellable or changeable, and whether a refund is due. Many promotional or economy fares are non-refundable or non-changeable. The applicable fare conditions are displayed during the booking process. By completing your booking, you agree to those fare conditions. We cannot override or waive airline fare rules.

3. Our Fees

We do not charge a separate service or admin fee in addition to the airline ticket price. Our markup as a booking intermediary is included in the total price displayed to you before payment. However, airline, Duffel (flight provider), payment processing (Stripe), currency conversion, or fare-difference costs may still apply in connection with cancellations or changes, as determined by the relevant provider.

4. Refund Amounts

If a refund is permitted under the fare rules, the refund amount may differ from the total amount you paid. Airline taxes and fees may be refundable in full; the base fare may be fully or partially forfeited depending on the airline's rules. The refund amount reflects the airline's calculation as returned by our flight provider, which we cannot override.

5. Refund Method

Approved refunds are returned to the original payment method used at booking. We process refunds via Stripe, our payment provider. Depending on your card issuer, refunds may take 5–10 business days to appear on your statement after we initiate the refund.

6. Schedule Changes & Involuntary Cancellations

If the airline makes a significant schedule change or cancels your flight, you may be entitled to a full refund or rebooking at no additional charge, in accordance with the airline's policies and applicable passenger rights legislation. Please contact our support team and we will obtain the relevant quote or options from the airline on your behalf.

7. Order Changes (Date or Route Changes)

If you request a change to your booking dates or route, the new fare may differ from the original. Where the new fare is higher, you will be required to pay the fare difference (and any applicable change fee) before the change is confirmed. Where the new fare is lower, the positive difference may result in a refund to your original payment method or may require manual review — we will confirm the outcome before proceeding.

8. No Automatic Refund

Refunds are not issued automatically for unused tickets. To request a cancellation or refund, you must contact us before your scheduled departure. Refund requests received after departure may not be honoured unless required by applicable law.

9. How to Request

To request a cancellation, change, or refund, please visit our Support page or Manage your booking with your booking reference and passenger email address. You may also email us directly at napanbecom@gmail.com. We aim to respond within 24–48 hours. For urgent requests, please indicate the urgency in your message.

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