Travel Policy

Refund & Cancellation Policy

At GrabOnward, we strive to provide quick, transparent, and dependable flight reservation services for visa applications and immigration requirements. Because our services involve digital, automated, and real-time reservation creations, the following Refund and Cancellation Policy governs your purchases.

1
General Policy (Digital Service Delivery)
  • GrabOnward generates temporary flight reservations and genuine booking references (PNRs) via global reservation networks.
  • Immediate Delivery & Digital Goods: Once an order is processed and the flight itinerary/PNR has been generated and sent to you (via email or instant download), the service is deemed fully delivered and non-refundable, except under the specific circumstances outlined below.
2
Situations Eligible for a Full or Partial Refund

We will gladly issue a full or partial refund under the following conditions:

  • Duplicate Charges: You were accidentally charged more than once for the same transaction due to a payment gateway glitch or technical error.
  • Non-Delivery Due to System Outage: Our platform fails to issue and deliver your reservation within the promised delivery window due to technical failure or server downtime on our end, and you notify us prior to our manual intervention.
  • System or Data Processing Error: The reservation details generated by our system differ substantially from the exact details you submitted (e.g., incorrect destination or passenger name despite correct input form submission), and our support team cannot rectify it in time for your requirements.
  • Booking Cancellation Prior to Issuance: If you contact us immediately and the reservation has not yet been created or submitted to the reservation systems (only applies to delayed/scheduled delivery options).
3
Non-Refundable Scenarios

Refunds will not be granted under any of the following circumstances:

  • Change of Plans: You changed your mind, postponed your trip, decided not to apply for the visa, or no longer require the reservation after it has already been generated.
  • Visa Rejection or Delay: Your visa application or entry permit is delayed, refused, or rejected by an embassy, consulate, or immigration authority. We provide valid proof of reservation, but visa approvals depend strictly on consular authorities.
  • Boarding Denials: An airline or border authority refuses boarding or entry due to individual carrier policies, visa mismatches, or lack of physical flight tickets.
  • Incorrect User Input: You entered misspelled names, wrong travel dates, incorrect routes, or invalid email addresses during checkout. (Our support team may assist in correcting details if reported early, but a refund cannot be issued).
  • Expired PNRs: Natural expiration of the temporary reservation after the standard validity window (24–72 hours, depending on the selected plan).
  • Airline System Invalidation: An airline prematurely cancels or alters held seats per their internal revenue management rules before your screening date.
4
How to Request a Refund

If your request falls under an eligible category:

  1. Send an email to support@grabonward.com within 48 hours of your purchase.
  2. Use the subject line: Refund Request - [Your Order ID].
  3. Include:
    • Your Order ID / Transaction Reference.
    • Full passenger name and registered email address.
    • A brief explanation and relevant screenshots or evidence demonstrating the issue.
5
Refund Processing Timeline
  • Once your refund request is received and verified, we will notify you of the approval or rejection of your claim within 24 to 48 business hours.
  • If approved, the refund will be automatically initiated to your original method of payment (credit/debit card, PayPal, or payment gateway).
  • Depending on your card issuer or banking institution, it typically takes 5 to 10 business days for the credit to appear on your bank statement. Transaction fees charged by payment processors may be non-refundable where applicable.