Refund & Cancellation Policy
Last updated: July 2026 · Applies to all bookings and purchases made through Fly-Wise.
1. Scope of This Policy
This Refund & Cancellation Policy explains when and how you can cancel a booking or request a refund through Fly-Wise, and what portion (if any) is refundable. It supplements our Terms of Service — where this policy and the Terms differ on a refund matter, this policy controls. Because Fly-Wise is a technology intermediary rather than an airline, hotel, or car provider, most refund outcomes are ultimately governed by the fare rules or cancellation policy of the provider you booked with, which is displayed to you before you pay.
2. 24-Hour Grace Period
Where the applicable fare rules permit, you may cancel a flight booking within 24 hours of purchase and receive a refund of the ticket price. This grace period does not override a fare that is expressly marked non-refundable at the time of booking, and it may not apply to bookings made very close to departure. The Fly-Wise service fee (see §5) is not covered by the grace period. You can cancel from your booking details page or by contacting support@flywisely.net.
3. Flight Tickets
Flight refunds depend entirely on the fare you selected, which is shown before payment. Refundable fares are refunded according to the airline's timeline once the airline confirms the cancellation. Non-refundable fares are generally not refundable beyond government taxes and charges that the airline agrees to return. When a refund is due, Fly-Wise brokers it with the airline on your behalf and returns the recoverable amount to your original payment method. We do not add a cancellation handling fee, but airline-imposed penalties are deducted by the airline.
4. Airline Cancellations, Delays & Schedule Changes
If the airline cancels your flight, makes a significant schedule change, or denies boarding, your rights (including any refund or re-routing) are set by the airline's conditions of carriage and by applicable passenger-rights law (for example EU261 or UK261 where they apply). Fly-Wise will help you submit and track the claim, but the airline is responsible for paying the refund or compensation. Statutory passenger compensation is separate from, and additional to, a fare refund.
5. Fly-Wise Service Fees
Any service fee charged by Fly-Wise for arranging a booking is disclosed before payment and is non-refundable once the booking is completed, including where the underlying ticket is later cancelled or refunded. If a booking fails to complete and no ticket is ever issued, any Fly-Wise service fee charged for that attempt is refunded in full.
6. Auto-Booked Flights
When you enable auto-book on a price alert, Fly-Wise completes the purchase automatically once your target price is matched and emails you immediately. The 24-hour grace period in §2 applies to auto-booked flights on the same terms, subject to the fare rules. You can disable auto-book at any time from your Alerts page to prevent future automatic purchases.
7. Hotels & Car Rentals
Hotel and car-rental bookings follow the individual cancellation policy of the property or rental provider, which is shown to you before you confirm. Some rates are fully refundable up to a stated deadline; others (for example advance-purchase or non-refundable rates) carry partial or no refund. Cancel before the provider's deadline to qualify for any refund available under that rate.
8. Fly-Wise Credits & Rewards
Fly-Wise Credits and other promotional rewards hold no cash value, are non-transferable, and are not refundable or redeemable for money. If a booking paid for with Credits is cancelled and qualifies for a refund, the recoverable value is returned as Credits (subject to their original expiry), not as cash.
9. Premium & Subscription Plans
Where you purchase a paid Fly-Wise plan, the billing cycle and renewal terms are shown at checkout. You can cancel a subscription at any time to stop future renewals; cancellation takes effect at the end of the current paid period and you retain access until then. Where consumer law grants you a statutory right of withdrawal (for example a 14-day cooling-off period in the EU/UK for unused digital services), we honour it. Fees for a billing period that has already been substantially used are not refundable except where required by law.
10. How to Request a Refund
Start a cancellation or refund from your booking details page, or email support@flywisely.net with your booking reference. We aim to acknowledge requests within 2 business days and to submit any airline or provider claim promptly. Once a refund is approved, it is returned to your original payment method via our payment processor, Stripe. Card refunds typically appear within 5–10 business days, though the exact timing depends on your bank and, for flights, on the airline's processing time.
11. Chargebacks
If you believe a charge is incorrect, please contact us first at support@flywisely.net so we can resolve it quickly — most issues are fixed faster this way than through a bank dispute. Raising a chargeback for a charge that is valid under this policy (for example a completed non-refundable fare) may result in the disputed amount being re-billed or your account being suspended pending resolution.
12. Contact
For refund and cancellation questions: Fly-Wise AI Ltd · support@flywisely.net (bookings) · legal@flywisely.net (legal & compliance) · flywisely.net.
Need help with a refund or cancellation?
support@flywisely.net