Refund Policy

1. DOT 24-Hour Cancellation Rule

1.1 24-Hour Cancellation Rights

If your booking meets the following criteria, you are entitled to cancel with no penalty:

• You booked at least 7 days before your scheduled departure date
• You cancel within 24 hours of receiving your booking confirmation
• Your booking was made directly with i20 Travels (by phone, website, or email)

1.2 How to Cancel Within 24 Hours

To cancel your booking within the 24-hour window with no penalty:

• Call us: (844) 205-4177 (available 24/7)
• Email us: contact@i20travels.com with your booking reference number
• State clearly: You want to cancel within the 24-hour DOT window

1.3 Refund Processing

If you cancel within 24 hours and meet the eligibility criteria:

• You will receive a full refund of the airfare and taxes
• i20 Travels service fees are non-refundable (not covered by DOT 24-hour rule)
• Refund will be processed to your original payment method within 7-10 business days
• No reason for cancellation is required

1.4 Excluded Bookings

The 24-hour cancellation right does NOT apply if:

• You booked less than 7 days before departure
• You did not cancel within 24 hours
• You cancel more than 24 hours after booking confirmation
• The fare rules prohibit cancellations (see Section 2)

2. Refundable vs. Non-Refundable Tickets

The refundability of your ticket depends on the fare type you selected. All refundability terms are disclosed at the time of booking.

2.1 Refundable Fares

Refundable tickets allow you to cancel and receive a full or partial refund of the fare minus applicable fees:

• Typically cost 20-50% more than non-refundable fares
• Cancellation penalties are minimal or non-existent
• Refund amount depends on when you cancel (see Section 5)
• May be issued as a refund to original payment method or airline credit

2.2 Non-Refundable Fares

Non-refundable tickets offer lower prices but limited refund options:

• Cancellations typically result in loss of most/all of the fare
• You may receive an airline travel credit instead of a refund (varies by airline)
• Travel credits typically expire 1-2 years from issue date
• Travel credits are not convertible to cash
• Minimal or no refund available if you do not use the credit

2.3 Partial Refundability

Some fares offer partial refundability:

• Taxes and fees (approximately 15-30% of total price) are always refundable
• Base fare may be subject to cancellation penalties
• Example: $500 ticket with $100 in taxes; cancellation may refund $80-100 (taxes only)

2.4 Verifying Your Fare Type

To verify whether your ticket is refundable or non-refundable:

• Review your booking confirmation email
• Check the "Refund Policy" section on your confirmation
• Look for "Refundable," "Non-Refundable," or "Partially Refundable" designation
• Contact us at contact@i20travels.com if unclear

3. Airline-Initiated Cancellations

If the airline cancels your flight, you have the following rights:

3.1 Full Refund

You are entitled to a full refund of your entire ticket price (airfare, taxes, and fees) if:

• The airline cancels your flight
• The airline changes your flight by more than 2 hours
• You do not accept the airline's alternate flight

3.2 Rebooking Options

Alternatively, you may choose one of these options at no additional cost:

• Rebook on the airline's next available flight to your destination
• Rebook on a different airline (if one serves your route)
• Rebook on a different date to your original destination

3.3 Hotel & Meals

If an airline cancellation or extended delay results in an overnight stay, the airline may provide:

• Hotel accommodation
• Meal vouchers
• Ground transportation

Policies vary by airline. i20 Travels is not responsible for providing these accommodations.

3.4 Refund Processing

Refunds for airline-cancelled flights are processed by the airline directly, typically within 7-30 days to your original payment method.

Contact the airline directly for refund status. i20 Travels can assist with refund inquiries but cannot process refunds on behalf of airlines.

4. Force Majeure Cancellations

Force majeure events are unforeseeable circumstances beyond the airline's control. In these cases, refund policies may differ:

4.1 Force Majeure Events Include

• Natural disasters (earthquakes, hurricanes, volcanic eruptions)
• Pandemics and health crises
• Wars, terrorism, and civil unrest
• Government-imposed travel bans or restrictions
• Extreme weather conditions
• Labor strikes and industrial actions

4.2 Refund Rights During Force Majeure

During force majeure situations:

• Airlines typically offer travel credits instead of cash refunds
• Travel credits extend from 1-3 years depending on airline
• Cash refunds may eventually be available (timeline varies)
• The airline determines force majeure claims, not i20 Travels
• You may have the right to pursue government compensation claims

4.3 Travel Insurance

Travel insurance may cover cancellations due to force majeure if you purchased coverage. Review your insurance policy for specific coverage details.

5. Cancellation Fee Schedule

The following fee schedule applies to cancellations on refundable fares (non-refundable fares follow different rules—see Section 2).

Actual refund amounts depend on your specific ticket type, airline, and route. This is a general guideline.

5.1 Important Notes on Fee Schedule

• Percentages are estimates: Actual refunds depend on airline rules and fare terms
• Taxes & fees: Generally refundable regardless of fare type (15-30% of total)
• i20 Travels service fee: Non-refundable in all cases (unless flight was never issued)
• Airline credits: Non-refundable tickets typically convert to airline travel credit, not cash
• Credit expiration: Airline credits expire 1-3 years from issuance

5.2 Contacting the Airline

For specific refund amounts for your ticket, contact the airline directly using your booking reference number. Airlines have the final say on refund calculations.

6. Flight Changes vs. Cancellations

6.1 Difference Between Changes and Cancellations

• Flight Change: You modify your booking (date, time, route) before departure. Airlines often charge change fees.
• Cancellation: You cancel the entire booking and request a refund (full or partial).

6.2 Change Fees

Typical change fees for refundable tickets:

• Domestic flights: $50-$100 per person
• International flights: $150-$300 per person
• Premium cabins (Business/First): $200-$500+ per person

Non-refundable tickets often cannot be changed and must be cancelled instead.

6.3 When to Change vs. Cancel

Choose to CHANGE if:

• You still plan to travel but on a different date/time
• The change fee is less than the refund penalty
• Your new flight costs the same or less

Choose to CANCEL if:

• You don't plan to travel at all
• The change fee is greater than expected refund amount
• Your alternative flight costs significantly more

6.4 Requesting a Change

To change your flight:

• Contact us at (844) 205-4177 or contact@i20travels.com
• Provide your booking reference number
• Specify your new preferred date/time/route
• Agree to applicable change fees and price differences
• Changes cannot be made within 24 hours of departure

7. Travel Credits & Vouchers

7.1 Travel Credits

When you cancel a non-refundable ticket, the airline may issue a travel credit (voucher) instead of a refund:

• Credit Amount: Usually equals your ticket price (minus non-refundable fees)
• Validity: Typically valid for 1-3 years from original ticket date
• Usage: Can be used for any flight on the same airline
• No Cash Value: Credits cannot be converted to cash or transferred
• Expiration: After expiration, the credit is forfeited

7.2 Using Travel Credits

To use your travel credit:

• Book a new flight directly with the airline or through i20 Travels
• Provide your credit reference number during booking
• The credit value is applied to reduce your payment amount
• Pay any difference if your new flight costs more
• If your new flight costs less, most airlines do not refund the difference

7.3 Credit Tracking

Airlines provide credit tracking information via:

• Email confirmation with credit/voucher number and expiration date
• Airline website account (if you have a frequent flyer account)
• Contacting airline customer service directly

i20 Travels can help you locate your credit information. Contact us if you need assistance.

7.4 Requesting Cash Refund Instead of Credit

If the airline issued a travel credit but you prefer a refund, you may request one by:

• Contacting the airline directly (not i20 Travels)
• Providing your booking and credit reference numbers
• Explaining your circumstances (most airlines deny cash refund requests)

Some airlines may issue refunds if you can document financial hardship or other qualifying circumstances.

8. Seat Upgrade Refunds

8.1 Upgrade Cancellations

If you cancel your flight and had purchased a seat upgrade (economy to premium economy, business class, etc.):

• Refundable Upgrades: Refund amount typically equals the upgrade fee
• Non-Refundable Upgrades: Upgrade fee is forfeited with cancellation
• Airline Credit: You may receive airline credit for non-refundable upgrades

8.2 Upgrade Not Available

If you paid for an upgrade but it was not available at departure:

• The upgrade fee is typically refunded automatically
• You will fly in your base cabin class
• Refund is processed by the airline within 7-30 days

8.3 Requesting Upgrade Refund

To request an upgrade refund:

• Contact the airline with your booking reference
• Provide documentation of the upgrade charge
• Request the refund amount and timeline
• i20 Travels can assist with inquiries but cannot process airline refunds

9. How to Request a Refund

9.1 Contact i20 Travels

To initiate a refund request, contact i20 Travels using any of these methods:

9.2 Step-by-Step Refund Request Process

1. Gather Information:
   • Your booking confirmation number
   • Passenger name(s) as they appear on the ticket
   • Flight dates and routes
   • Reason for cancellation (optional)
2. Contact i20 Travels:
   • Call (844) 205-4177 and provide your booking details
   • Or email contact@i20travels.com with your booking reference in the subject line
3. Verify Eligibility:
   • Our team will review your fare type (refundable vs. non-refundable)
   • We will confirm your cancellation date relative to departure
   • We will calculate the estimated refund amount
4. Submit Cancellation:
   • Provide written authorization to cancel (via email or phone)
   • Confirm acceptance of any applicable cancellation fees
   • Provide your refund preference (airline credit vs. cash)
5. Track Your Refund:
   • We will provide a cancellation confirmation and refund reference number
   • You can track refund status with the airline (if applicable)
   • Allow 7-30 business days for refund processing
6. Receive Your Refund:
   • Refunds are processed to your original payment method
   • Check your bank or credit card account for the refund
   • If not received after 30 days, contact us immediately

9.3 Cancellation Confirmation

Once your cancellation is processed, you will receive:

• Email confirmation of cancellation
• Cancellation reference number
• Estimated refund amount and timeline
• Details about how to track your refund with the airline (if applicable)

9.4 Payment Method Refunds

Refunds are processed as follows:

• Credit Card: Refund appears as a credit on your statement (5-10 business days)
• Debit Card: Refund posted to your account (7-14 business days)
• Bank Transfer: Refund deposited directly (7-21 business days)

10. i20 Travels Service Fee Policy

10.1 Service Fee Structure

i20 Travels charges a non-refundable service fee for booking assistance and customer support:

• Domestic Flights: $10-25 per booking
• International Flights: $25-50 per booking
• Multi-City or Complex Itineraries: $50-100+ per booking

10.2 Service Fee Refundability

The i20 Travels service fee is NON-REFUNDABLE in all circumstances except:

• Flight Not Issued: If a flight ticket was never issued due to payment failure or booking cancellation within 24 hours under the DOT 24-hour rule, the service fee may be refunded
• Error by i20 Travels: If we made an error during booking (wrong date, wrong passenger, etc.), the service fee may be refunded or waived for rebooking

In all other cases, the service fee is retained by i20 Travels as compensation for booking services, even if the flight is refunded.

10.3 What Service Fee Covers

Your service fee includes:

• Booking assistance and flight selection
• 24/7 customer support
• Cancellation and refund processing
• Changes and modifications to bookings
• Access to booking history and confirmations
• Assistance with airline issues and disputes

10.4 Dispute Resolution on Service Fees

If you believe your service fee should be refunded due to an error or special circumstance:

• Contact us at contact@i20travels.com with your booking reference
• Provide a detailed explanation of your situation
• We will review your request within 5 business days
• We may approve a full or partial refund or offer a credit toward future bookings

11. Contact Us

If you have questions about our refund policy or need to request a refund, please contact i20 Travels:

• Phone (Recommended): (844) 205-4177 — 24/7 Available
• Email: contact@i20travels.com
• Mailing Address: 29/48 Moo 10, Nong Prue Subdistrict, Nong Prue, Bang Lamung, Chon Buri 20150, Thailand

11.1 Expected Response Times

• Phone: Immediate assistance (24/7)
• Email: Response within 24 hours
• Refund Processing: Initiated within 24-48 hours of approval
• Refund Completion: 7-30 days depending on payment method and airline

11.2 Additional Resources

For more information about your rights, see:

• Privacy Policy — How we handle your personal information
• Terms & Conditions — Complete booking terms and policies
• U.S. Department of Transportation — Flight consumer rights and protections