Refund, Cancellations and Returns Policy

At TicketsWale, we understand that travel plans can change. This Refund, Cancellation & Returns Policy explains the rules and procedures applicable to cancellations, refunds, ticket changes, airline-initiated disruptions, and other adjustments relating to air tickets purchased through www.ticketswale.com.

TicketsWale Pvt. Ltd. (“TicketsWale,” “we,” “us,” or “our”) acts as a travel and air-ticketing service provider and facilitates the purchase and management of airline tickets. Because each airline establishes its own fare rules, cancellation conditions, penalties, refundability provisions, and ticket restrictions, the exact terms applicable to your booking may vary according to the airline and fare purchased.

By purchasing a ticket through TicketsWale, you acknowledge and agree to the applicable airline fare rules and the terms set out in this Policy.

1. COMPANY INFORMATION

Legal Entity: TicketsWale
Business/Trade Name: TicketsWale
Website: www.ticketswale.com
Business Address: 20 Sage Hill Walk NW #202, Calgary, AB T3R 1Z5, Canada
Email: support@ticketswale.com
India: +91 98888 01040
Canada: +1 (403) 820-0008

2. IMPORTANT INFORMATION ABOUT AIR TICKET REFUNDS

Airline tickets do not have a universal refund or cancellation policy.

The refundability of your ticket depends on factors including:

The airline;
The fare type purchased;
The fare rules applicable to your ticket;
Whether the ticket is refundable or non-refundable;
Whether the ticket has been partially or fully used;
The date and time of the cancellation request;
Whether the cancellation is requested by the passenger or caused by the airline;
Whether a flight has been cancelled, delayed, or materially changed;
Applicable taxes, fees, and charges;
Any applicable airline cancellation or administrative fees;
Any TicketsWale service or processing fees disclosed at the time of booking; and
Applicable Canadian or other laws and regulations.

The specific fare rules communicated to you at the time of booking or shown on your ticket/booking confirmation will generally determine whether a voluntary cancellation or refund is available.

3. NO PHYSICAL RETURNS

Airline tickets are electronic travel documents and are not physical products.

Accordingly, TicketsWale does not accept “returns” of airline tickets in the traditional sense.

Where the applicable fare rules or law permit cancellation, refund, rebooking, or other adjustment, we will process the request in accordance with the applicable rules.

4. CUSTOMER-REQUESTED CANCELLATIONS

If you wish to cancel a ticket voluntarily, you must contact TicketsWale as soon as possible.

Cancellation requests should be submitted using the contact information provided in Section 20 of this Policy.

Before processing a cancellation, TicketsWale will determine the applicable refund based on the airline’s fare rules and the status of the ticket.

A voluntary cancellation may result in:

A full refund;
A partial refund;
A refund after deduction of an airline cancellation fee;
A refund after deduction of applicable taxes or non-refundable charges;
An airline travel credit or voucher;
A rebooking option;
A refund subject to TicketsWale’s applicable service or processing fees; or
No refund, where the fare is non-refundable and no exception applies.

The customer will be informed of the applicable refund conditions where reasonably practicable before the cancellation is finalized.

5. NON-REFUNDABLE TICKETS

Many discounted airline fares are non-refundable.

If a ticket is designated as non-refundable, the base fare may not be returned to the customer when the customer voluntarily cancels the ticket.

However, depending on the airline’s rules and applicable law, certain taxes, fees, unused portions, credits, or other amounts may be refundable.

A non-refundable ticket may also qualify for a future travel credit or rebooking under certain airline rules.

TicketsWale will communicate the applicable options based on the fare rules available to us.

6. REFUNDABLE TICKETS

If your ticket is refundable under the applicable fare rules, TicketsWale will process the eligible refund after receiving and validating your cancellation request.

The amount refunded may be reduced by:

Applicable airline cancellation penalties;
Fare-rule penalties;
TicketsWale service or administrative charges, where applicable and disclosed;
Non-refundable fees;
Amounts already used;
Previously issued credits;
Other amounts permitted to be deducted under the applicable fare rules.

The final refundable amount will depend on the airline’s fare rules and the circumstances of the cancellation.

7. AIRLINE-INITIATED CANCELLATION OR SIGNIFICANT DELAY

If an airline cancels a flight or a qualifying lengthy delay prevents the passenger from completing the itinerary within a reasonable time, the passenger may have rights to rebooking or a refund under applicable Canadian air passenger protection requirements.

The Canadian Transportation Agency’s Air Passenger Protection Regulations (“APPR”) provide refund and rebooking protections in specified circumstances for flights to, from, and within Canada.

Where applicable, the airline may be required to provide:

Rebooking on an alternate flight; or
A refund of the unused portion of the ticket;

depending on the circumstances and applicable legal requirements.

Eligible refunds may include unused additional services purchased with the ticket, such as certain paid seat selections or additional baggage services.

TicketsWale will assist customers with eligible refund or rebooking requests where TicketsWale is able to do so.

8. AIRLINE SCHEDULE CHANGES

Airlines may change:

Flight times;
Flight numbers;
Aircraft;
Connection times;
Routes;
Departure or arrival airports; or
Other itinerary details.

Not every schedule change automatically creates a right to a full refund.

The customer’s rights will depend on:

The extent of the change;
The airline’s applicable policy;
The fare conditions;
The applicable airline tariff; and
Applicable law.

Where an airline provides a refund or rebooking option because of a qualifying schedule change, TicketsWale will assist with the applicable process.

Passengers should carefully review airline notifications and contact TicketsWale promptly if they do not wish to travel under the revised itinerary.

9. FLIGHT DELAYS

A flight delay does not automatically make a ticket refundable.

Refund, rebooking, assistance, and compensation rights depend on the circumstances of the delay, including the cause of the disruption and the applicable airline and legal requirements.

Canadian air passenger protections distinguish between disruptions within an airline’s control, within its control but required for safety, and outside the airline’s control. The passenger’s rights can differ depending on the category.

TicketsWale will assist customers in understanding and processing available options, but the airline operating the flight remains responsible for obligations imposed directly on it under applicable air passenger protection laws.

10. CANCELLATION DUE TO EVENTS OUTSIDE THE AIRLINE’S CONTROL

Flight disruptions may occur because of circumstances outside an airline’s control, including events such as:

Severe weather;
Natural disasters;
Air traffic control restrictions;
Airport operational issues;
Security threats;
Government restrictions;
War or political instability;
Certain labour disruptions;
Medical emergencies;
Wildlife incidents;
Certain regulatory or safety-related events; or
Other circumstances recognized under applicable regulations.

Depending on the circumstances, applicable law may provide passengers with rebooking or refund rights even where the disruption was outside the airline’s control.

Canadian regulations specifically provide certain refund/rebooking rights for qualifying cancellations and lengthy delays outside an airline’s control when the airline cannot ensure completion of the itinerary within the required framework.

11. MISSED FLIGHTS / NO-SHOW

If a passenger does not appear for a scheduled flight without cancelling or changing the booking in accordance with the applicable fare rules, the booking may be classified as a No-Show.

A no-show may result in:

Loss of the ticket value;
Cancellation of remaining flight segments;
Loss of onward or return reservations;
Additional rebooking fees;
Fare differences; or
Other penalties imposed by the airline.

Passengers should contact TicketsWale before the scheduled departure time if they know they will not be able to travel.

Where permitted by the airline, we will advise the customer of available alternatives.

12. PARTIALLY USED TICKETS

A ticket that has been partially used may be subject to different refund rules than an unused ticket.

For example, where one or more segments have already been flown:

The unused portion may be subject to a different fare calculation;
Some taxes or fees may be non-refundable;
The airline may apply a cancellation or reissue penalty;
The remaining segments may be cancelled if the passenger does not travel on an earlier segment;
The airline may recalculate the fare based on the portion actually used.

Any refund will therefore be calculated according to the applicable airline fare rules and ticket conditions.

13. UNUSED TAXES AND FEES

Depending on the ticket and applicable law, certain unused government taxes, airport charges, or other fees may be refundable even where the base fare is non-refundable.

However, not every charge appearing on a ticket is necessarily refundable.

The final refund amount will be determined after reviewing:

The ticket’s fare construction;
Airline rules;
Taxes and fees;
Amounts already used; and
Applicable legal requirements.

14. SERVICE FEES AND ADMINISTRATIVE CHARGES

TicketsWale may charge a service, administrative, processing, or cancellation fee for certain transactions.

Where applicable, such fees will be disclosed before the relevant service is completed.

Unless required otherwise by applicable law, TicketsWale service or administrative fees may be non-refundable once the requested service has been performed.

Examples may include:

Ticket cancellation processing;
Ticket changes;
Rebooking;
Refund processing;
Special customer-service assistance;
Administrative corrections; or
Other services requested by the customer.

Airline penalties and TicketsWale service fees are separate charges and may both apply to the same transaction.

15. REFUND PROCESS

To request a refund, customers should contact TicketsWale using the contact details provided below.

The request should include:

Passenger’s full name;
Booking reference/PNR;
Ticket number, if available;
Flight details;
Email address used for the booking;
Telephone number;
Reason for cancellation or refund request; and
Any supporting documentation requested by TicketsWale or the airline.

TicketsWale may need to verify the identity of the person requesting the refund before processing the request.

16. REFUND PROCESSING TIME

Refund processing times vary depending on the airline, payment method, ticket type, and reason for the refund.

Once TicketsWale has received and approved a refund from the airline or other applicable supplier, we will process the refund through the applicable payment channel.

For refunds governed by Canadian air passenger protection requirements, the applicable airline may be subject to statutory refund timelines. Under the current APPR refund provisions, qualifying airline refunds are generally required to be provided within 30 days.

TicketsWale does not guarantee that the customer’s bank, credit-card issuer, payment provider, or other financial institution will post the refund to the customer’s account within the same period.

Additional processing time may therefore occur after TicketsWale or the airline has initiated the refund.

17. METHOD OF REFUND

Where a refund is approved, refunds will generally be made to the original form of payment used for the purchase, subject to applicable law, airline rules, and payment-provider requirements.

For example:

Credit-card purchases may be refunded to the original card;
Debit-card transactions may be refunded through the original payment channel;
Other payment methods may be refunded through the applicable payment provider.

The Canadian Transportation Agency notes that qualifying refunds under the APPR are generally required to be made using the original payment method.

TicketsWale may require additional verification where the original payment method is unavailable or where fraud-prevention requirements apply.

18. REFUND FOR DUPLICATE OR ERRONEOUS BOOKINGS

If you believe that you have accidentally purchased duplicate tickets or that an error occurred during the booking process, contact TicketsWale immediately.

We will review the circumstances and determine whether a cancellation or refund is available under:

The applicable airline fare rules;
The timing of the request;
The ticket status;
Applicable law; and
The circumstances of the booking.

Customers should not assume that duplicate or erroneous bookings are automatically refundable.

19. NAME CORRECTIONS AND PASSENGER INFORMATION ERRORS

Passenger names must be entered carefully and should match the passenger’s passport or applicable travel document.

Airlines may charge fees or refuse changes for:

Name corrections;
Name changes;
Passenger substitutions;
Incorrect dates of birth;
Incorrect travel-document information; or
Other passenger-information errors.

TicketsWale will assist with correction requests where the airline permits them.

A name correction is not necessarily the same as a ticket cancellation or refund.

20. HOW TO CONTACT TICKETSWale FOR A REFUND

Refund, cancellation, and ticket-change requests should be submitted as soon as possible.

TicketsWale
20 Sage Hill Walk NW #202
Calgary, AB T3R 1Z5
Canada

Email: support@ticketswale.com

Canada: +1 (403) 820-0008
India: +91 98888 01040

When contacting us, please include your booking reference/PNR and passenger name so that we can locate your reservation efficiently.

21. CUSTOMER RESPONSIBILITY

Customers are responsible for reviewing their:

Passenger names;
Dates;
Departure and arrival cities;
Flight numbers;
Departure and arrival times;
Baggage allowances;
Fare conditions;
Cancellation conditions;
Refund restrictions;
Travel-document requirements; and
Other booking details

before completing their purchase.

The Canadian Transportation Agency similarly recommends that passengers carefully review reservation details, including passenger names, dates, times, destinations, and airline confirmation information.

Once a ticket has been issued, changes may be subject to airline restrictions and fees.

22. TRAVEL DOCUMENTS

TicketsWale may assist with airline ticketing, but passengers are responsible for ensuring that they possess all documents required for their journey.

Depending on the itinerary, these may include:

Valid passports;
Visas;
Transit visas;
Electronic travel authorizations;
Entry permits;
Vaccination or health documentation where applicable;
Other government-issued travel documents.

Failure to possess required travel documents does not automatically create a right to a refund.

If an airline denies boarding because a passenger does not have required travel documents, the ticket will generally be subject to the applicable fare rules and airline policies.

23. VISA REFUSAL

Unless otherwise expressly stated in writing, a visa refusal does not automatically entitle a customer to a full refund of an airline ticket.

If a customer is unable to travel because a visa or travel authorization has been denied, the ticket will be governed by the applicable airline fare rules.

Customers should verify visa and entry requirements before purchasing a ticket.

24. FORCE MAJEURE

TicketsWale is not responsible for delays in processing a refund caused by circumstances outside our reasonable control, including:

Airline system disruptions;
Payment-network failures;
Banking delays;
Government restrictions;
Natural disasters;
Cybersecurity incidents;
Strikes or labour disruptions;
War or civil unrest;
Internet or telecommunications failures;
Airline insolvency or cessation of operations; or
Other events beyond our reasonable control.

This provision does not limit any mandatory refund or consumer rights that apply under applicable law.

25. AIRLINE INSOLVENCY OR CESSATION OF OPERATIONS

If an airline ceases operations, becomes insolvent, or is otherwise unable to provide the purchased transportation, refund and compensation procedures may be governed by applicable law, the airline’s insolvency proceedings, payment-provider rules, insurance arrangements, or other applicable mechanisms.

TicketsWale will make reasonable efforts to assist affected customers but cannot guarantee recovery of amounts that are not recoverable from the airline, payment provider, insurer, or other responsible party.

Nothing in this section limits rights that cannot legally be excluded.

26. CHARGEBACKS AND PAYMENT DISPUTES

Customers should contact TicketsWale before initiating a payment dispute or chargeback where a refund or cancellation issue can reasonably be resolved directly.

If a customer initiates a chargeback while a refund is being processed, the matter may require additional investigation.

TicketsWale reserves the right to provide the payment processor or financial institution with relevant booking records, communications, ticket information, cancellation records, and other documentation necessary to respond to a disputed transaction.

This provision does not restrict any legal rights available to customers.

27. REFUND FRAUD AND ABUSE

TicketsWale reserves the right to investigate refund requests where there is evidence of:

Fraud;
Unauthorized transactions;
Identity misuse;
Duplicate refund claims;
Manipulation of ticketing systems;
False statements;
Abuse of promotional offers; or
Other fraudulent or unlawful activity.

Where legally permitted, refunds may be withheld while such matters are investigated.

28. TRAVEL CREDITS AND VOUCHERS

Where an airline offers a travel credit, voucher, or similar alternative instead of a cash refund, the terms of that credit will generally be determined by the issuing airline.

Travel credits may have:

Expiration dates;
Restrictions on transfer;
Restrictions on routes;
Restrictions on fare classes;
Name restrictions;
Rebooking requirements; or
Other conditions.

TicketsWale will communicate available options where information is provided by the airline.

Customers should carefully review the terms before accepting a travel credit instead of a refund.

29. CURRENCY AND REFUND AMOUNTS

TicketsWale may sell tickets in Canadian dollars, Indian rupees, or another currency depending on the transaction.

Where a refund is processed in a currency different from the currency of the customer’s bank account or card, the amount ultimately credited may be affected by:

Currency conversion;
Exchange-rate fluctuations;
Bank charges;
Card-issuer fees; or
Payment-provider fees.

TicketsWale is not responsible for foreign-exchange differences or fees imposed by a customer’s financial institution, except where otherwise required by applicable law.

30. THIRD-PARTY AIRLINES AND SUPPLIERS

TicketsWale may arrange tickets issued by airlines and other travel suppliers.

Airlines and suppliers maintain their own:

Fare rules;
Refund policies;
Cancellation rules;
Rebooking policies;
Baggage rules;
Schedule-change policies; and
Conditions of carriage.

Where a matter is controlled exclusively by the airline or supplier, TicketsWale may need to obtain authorization from that party before processing a refund.

31. LIMITATION OF THIS POLICY

This Policy is intended to explain TicketsWale’s refund and cancellation procedures.

It does not override:

Mandatory consumer-protection rights;
Applicable Canadian law;
The Air Passenger Protection Regulations;
An airline’s legally binding tariff;
Applicable international air-carriage conventions; or
Other rights that cannot legally be waived.

Where a conflict exists between this Policy and mandatory applicable law, the mandatory legal requirement will prevail.

32. APPLICABLE CANADIAN AIR PASSENGER RIGHTS

Passengers travelling to, from, or within Canada may have rights under the Air Passenger Protection Regulations (APPR).

The Canadian Transportation Agency provides information concerning refunds, rebooking, compensation, delays, cancellations, denied boarding, baggage, and other passenger rights.

The APPR generally places specific obligations on the airline responsible for the affected flight. The CTA notes that, in the event of a disruption, the operating airline is responsible for applicable communication, assistance, rebooking/refund, and compensation obligations.

Customers should contact TicketsWale promptly if they believe a booking qualifies for a refund or rebooking under applicable passenger-protection requirements.

33. PRIVACY AND REFUND REQUESTS

When processing a refund, cancellation, or ticket-change request, TicketsWale may collect and use personal information necessary to identify the booking, communicate with the customer, process the request, and comply with applicable legal and payment requirements.

For more information about how TicketsWale handles personal information, please refer to our Privacy Policy available on www.ticketswale.com.

34. POLICY UPDATES

TicketsWale may update this Refund, Cancellation & Returns Policy from time to time to reflect:

Changes in our services;
Changes in airline policies;
Changes in payment procedures;
Changes in applicable laws;
Changes in business operations; or
Other operational requirements.

The latest version will be posted on the Website with the applicable “Last Updated” date.

35. CONTACT US

For questions regarding cancellations, refunds, rebooking, or other ticket-related matters, please contact:

TicketsWale

Business Address:
20 Sage Hill Walk NW #202
Calgary, AB T3R 1Z5
Canada