Welcome to ON9Tour.com. This Refund Policy outlines the procedures and conditions for requesting a refund for travel services booked through our website. All refunds are subject to the cancellation charges and terms specified in our General Terms and Conditions.
1. ELIGIBILITY FOR REFUND
1.1. Refunds are only applicable to cancellations made in writing via email to our official customer service address.
1.2. The amount of refund is determined by the date the written cancellation is received by the Company and the type of tour package booked as defined in the Cancellation Charges section of our Terms and Conditions.
1.3. Any booking made during Travel Fairs Trade Fairs or special promotional exhibitions is strictly non-refundable.
2. NON-REFUNDABLE SERVICES
2.1. No refund or reduction will be made to any tour member in respect of airfare accommodation meals sightseeing tours transport or any other services included in the tour fare but not utilized by the tour member due to personal reasons.
2.2. Deposits for Inbound FIT and Inbound Group Tour packages are generally non refundable subject to specific hotel and supplier terms.
2.3. Administrative fees visa fees and service charges levied by the Company or third party providers are non refundable.
3. REFUND PROCESS AND REQUESTS
3.1. All refund requests must be submitted in writing along with proof of booking and payment receipts.
3.2. Once a refund request is received the Company will verify the request with third party suppliers such as airlines hotels and ground operators.
3.3. The Company will notify the customer of the approval or rejection of the refund based on the supplier policies and our tiered cancellation charges.
4. REFUND TIMEFRAME
4.1. Processing a refund usually takes between 30 to 90 working days from the date of approval.
4.2. For refunds involving air tickets the timeframe is subject to the specific airlines processing period which may take up to 90 days or more depending on the carrier policy.
4.3. The Company shall not be held liable for any delays caused by banks or third party financial institutions in processing the transaction.
5. METHOD OF REFUND
5.1. Approved refunds will be credited back to the original method of payment used during the booking process.
5.2. If the original payment was made via credit card the refund will be credited to the same card account.
5.3. For payments made via bank transfer or FPX the refund will be transferred to the bank account provided by the customer in writing.
5.4. Any bank charges or currency conversion losses incurred during the refund process shall be borne by the customer.
6. REFUNDS DUE TO CANCELLATION BY COMPANY
6.1. In the event the Company cancels a tour due to insufficient passengers or inability to secure seats a full refund of the money paid will be provided.
6.2. Compensation for such cancellations will be paid according to the scale provided in Section 5 of the General Terms and Conditions.
6.3. For cancellations due to Force Majeure such as war outbreaks or natural disasters refunds are subject to the recovery of funds from third party suppliers.
7. REJECTION OF VISA
7.1. If a tour member is unable to proceed with the trip due to a rejected visa application a refund of the tour fare will be made less administrative fees and any non refundable deposits already paid to suppliers.
8. AMENDMENTS INSTEAD OF REFUND
8.1. Customers may request to amend their booking to a later date or a different destination instead of a full cancellation.
8.2. Such requests are subject to Amendment Charges as defined in our Terms and Conditions and are subject to availability and supplier approval.
9. CONTACT FOR REFUNDS
9.1. For all refund related inquiries please contact our accounts department through the official email or phone number provided on ON9Tour.com.
Note: This Refund Policy is subject to change without prior notice. By proceeding with a booking you agree to the terms outlined in this policy.
