Refund and Cancellation Policy

The short version

Your refund rights are primarily set by the airline's fare rules for the ticket you bought — we show these before booking and restate them on your itinerary. We process eligible refunds with the airline on your behalf, pass them back to you in full, and charge a clearly-stated handling fee only where set out below.

Before ticket issuance

If you cancel after payment but before the ticket has been issued, you receive a full refund of everything, including our service fee. Payment-gateway processing costs (if any) may be deducted where the gateway does not return them.

After ticket issuance

• Refundable fares: we lodge the refund with the airline, which typically takes 2–8 weeks to return funds. The airline's cancellation penalty (shown in your fare rules) is deducted by the airline. Our refund-handling fee is A$50 per ticket.
• Non-refundable fares: the base fare is not returned by the airline, but unused airport taxes are usually refundable — we claim these for you (same A$50 handling fee, waived if taxes recovered are less than the fee, in which case we charge nothing and refund whatever is recovered).
• Date or route changes: the airline's change fee plus any fare difference applies, as per your fare rules. Our change-handling fee is A$30 per ticket per change.

Airline-initiated changes and cancellations

If the airline cancels or significantly changes your flight, we pursue your full entitlement (rebooking or refund) with no handling fee from us. Compensation rights, where applicable under the relevant jurisdiction's rules, sit with the airline.

Service fee

Our booking service fee is refundable only when the booking fails before ticket issuance (see above) or where required by consumer law. It is not refundable for voluntary cancellations after ticketing, since the verification and issuance work has been performed.

How to request a refund or change

Contact your travel expert directly, or reach us at hello@skyassist.travel / +61 3 9000 1234 with your booking reference (SAB-xxxxx) or airline PNR. We confirm the exact penalty and expected refund amount in writing before actioning anything — you always approve the numbers first.

Payment disputes

Please contact us before raising a card dispute — most issues resolve within one business day. This policy does not limit any rights you hold under applicable consumer law.