Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

1. Overview

Digitap Travel Agency (Registration Number: 88766472) acts as an intermediary between clients and travel service providers including airlines, hotels, tour operators, and other suppliers. Our refund policy reflects this role and is subject to the individual terms and conditions of each service provider.

This Refund Policy should be read in conjunction with our Terms & Conditions and Privacy Policy. By booking services through Digitap Travel Agency, you acknowledge and agree to this Refund Policy.

2. General Refund Principles

2.1 Service Provider Terms Apply

Refund eligibility for travel services is primarily governed by the terms and conditions of the specific service providers (airlines, hotels, tour operators, etc.). We will process refunds in accordance with these provider policies.

2.2 Non-Refundable Service Fees

Digitap Travel Agency service fees, booking fees, and consultation charges are non-refundable in all circumstances. These fees compensate us for the professional services rendered in researching, planning, and booking your travel arrangements.

2.3 Cancellation Notice

All cancellation and refund requests must be submitted in writing via email to [email protected]. Cancellation requests are effective from the date we acknowledge receipt of your email, not the date you sent it.

2.4 Processing Time

Refund processing times vary by service provider but typically take:

• Airlines: 7-30 business days after provider approval
• Hotels: 5-14 business days after check-out date or cancellation
• Tour operators: 14-45 business days depending on cancellation timing
• Credit card refunds: Additional 5-10 business days after we process the refund

3. Flight Ticket Refunds

3.1 Non-Refundable Tickets

Most economy class tickets and promotional fares are non-refundable. If you cancel a non-refundable ticket:

• The ticket value is forfeited
• Some airlines may offer a partial credit for future travel minus cancellation fees
• Credits typically expire within 12 months and are non-transferable
• Name changes are generally not permitted

3.2 Refundable Tickets

Fully refundable tickets (typically business class or flexible fares) may be refunded subject to:

• Airline-imposed cancellation fees (typically $100-$500 per ticket)
• Fare difference if partially used
• Cancellation request prior to departure

3.3 Airline-Initiated Changes

If an airline significantly changes or cancels your flight, you may be entitled to:

• Full refund to original payment method
• Rebooking on alternative flights at no additional cost
• Travel voucher for future use

Eligibility depends on the airline's definition of "significant change" (typically schedule changes exceeding 2-4 hours).

3.4 No-Show Policy

Failure to show for a scheduled flight without prior cancellation results in complete forfeiture of ticket value with no refund or credit available.

4. Hotel and Accommodation Refunds

4.1 Cancellation Policies Vary

Hotel refund policies vary significantly by property and rate type:

4.2 Early Departure

Checking out early from a hotel reservation typically results in:

• Charges for the entire reserved period
• Possible early departure fees
• No refund for unused nights

4.3 Hotel-Initiated Cancellations

If a hotel cancels your reservation due to overbooking or other reasons, you are entitled to:

• Full refund of all amounts paid
• Reasonable assistance finding comparable alternative accommodation

5. Tour Package Refunds

5.1 Tiered Cancellation Fees

Tour packages typically have tiered cancellation policies based on timing:

Note: Specific tours may have different cancellation schedules. Always refer to your booking confirmation for exact terms.

5.2 Partial Package Cancellations

Cancelling individual components of a package tour may result in:

• Higher per-component costs for remaining elements
• Loss of package pricing discounts
• Recalculation of total package price
• Minimal or no refund for cancelled components

5.3 Trip Interruption

If you must leave a tour early due to emergency or personal reasons:

• No refund is provided for unused services
• You remain responsible for any costs incurred to leave the tour early
• Travel insurance may cover trip interruption (see Section 8)

6. Other Services

6.1 Car Rentals

Car rental cancellations typically:

• Allow free cancellation up to 24-48 hours before pick-up
• Forfeit prepayment if cancelled within 24 hours
• May incur early return fees if returned before scheduled drop-off

6.2 Travel Insurance

Travel insurance policies generally:

• Offer a 10-14 day "free look" period for full refund after purchase
• Are non-refundable after the free look period
• Remain non-refundable even if you cancel your trip

6.3 Visa Services

Visa application fees and our visa assistance services are:

• Non-refundable once application is submitted
• Non-refundable if visa is denied
• Partially refundable if you cancel before application submission

6.4 Travel Consulting and Planning

Fees for custom itinerary planning and travel consulting are:

• Non-refundable once services have been rendered
• Payable regardless of whether you proceed with booking

7. Special Circumstances

7.1 Force Majeure Events

In cases of force majeure (natural disasters, pandemics, war, terrorism, government travel restrictions), refund policies are subject to:

• Individual service provider policies and decisions
• Government regulations and mandates
• Insurance coverage if applicable

Digitap Travel Agency cannot guarantee refunds for force majeure events but will advocate on your behalf with service providers.

7.2 Medical Emergencies

Medical emergencies requiring cancellation are generally not eligible for refunds unless:

• You have purchased travel insurance with medical cancellation coverage
• The service provider has a compassionate policy (requires documentation)
• Documentation from healthcare providers is provided

7.3 Travel Advisory Changes

If government travel advisories change after booking:

• Some service providers may offer flexible rebooking or credits
• Refund eligibility depends on specific provider policies
• Travel insurance may provide coverage depending on policy terms

8. Travel Insurance and Refund Protection

We strongly recommend purchasing comprehensive travel insurance to protect your investment. Quality travel insurance typically covers:

8.1 Trip Cancellation Coverage

• Medical emergencies affecting you or immediate family
• Death of traveler or family member
• Job loss or employment issues
• Natural disasters affecting destination
• Terrorist incidents at destination
• Jury duty or military deployment

8.2 Trip Interruption Coverage

• Reimbursement for unused portions of trip
• Additional transportation costs to return home
• Accommodation costs due to covered delays

8.3 Cancel for Any Reason (CFAR)

Some policies offer optional "Cancel for Any Reason" coverage providing:

• 50-75% refund of prepaid, non-refundable trip costs
• Flexibility to cancel for reasons not covered by standard policies
• Must be purchased within 10-21 days of initial trip deposit
• Typically requires cancellation at least 48 hours before departure

Important: Insurance claims are processed directly by insurance providers, not Digitap Travel Agency. We can assist with documentation but cannot guarantee claim approval.

9. Refund Request Process

9.1 How to Request a Refund

To request a refund, follow these steps:

1. Email us: Send a detailed cancellation request to [email protected]
2. Include information:
   • Booking reference number
   • Full names of travelers
   • Travel dates
   • Services to be cancelled
   • Reason for cancellation (if applicable)
   • Supporting documentation (medical certificates, death certificates, etc.)
3. Await confirmation: We will acknowledge your request within 1-2 business days
4. Provider processing: We will submit cancellation to service providers and notify you of their decision
5. Refund processing: Once approved, we will process the refund to your original payment method

9.2 Required Documentation

Depending on the reason for cancellation, you may need to provide:

• Medical certificates or doctor's notes
• Death certificates
• Employer letters for job-related issues
• Government travel restrictions or advisories
• Police reports for theft or emergencies

9.3 Communication During Process

We will keep you informed throughout the refund process, providing:

• Confirmation of cancellation receipt
• Updates on service provider responses
• Estimated refund amounts and timelines
• Notification when refund has been processed

10. Refund Methods

10.1 Original Payment Method

Refunds are processed to the original payment method used for booking:

• Credit card: Refunded to the same card (if still valid)
• Debit card: Refunded to the same card
• Bank transfer: Refunded to the original account

10.2 Partial Refunds

If only some services are cancelled, we will process a partial refund for the eligible portion, minus applicable cancellation fees.

10.3 Travel Credits

Some service providers may offer travel credits instead of cash refunds. These credits:

• Are issued by the service provider, not Digitap Travel Agency
• Typically expire within 12-24 months
• May have restrictions on use
• Are usually non-transferable

10.4 Refund Currency

Refunds are processed in the original currency of payment. Currency exchange rate fluctuations between booking and refund may result in a different amount in your local currency.

11. Non-Refundable Scenarios

No refunds will be provided in the following situations:

• Failure to check-in on time for flights, tours, or activities
• No-show for any reserved services
• Voluntary trip changes or cancellations of non-refundable bookings
• Removal from services due to misconduct or rule violations
• Dissatisfaction with services that were provided as described
• Personal preference changes after booking confirmation
• Failure to obtain required travel documents (passports, visas)
• Denied boarding due to documentation issues
• Voluntary early departure from tours or accommodations
• Weather conditions that do not constitute force majeure
• Minor itinerary changes or substitutions by service providers

12. Digitap Travel Agency Service Fees

12.1 Non-Refundable Fees

The following fees charged by Digitap Travel Agency are non-refundable under all circumstances:

• Booking service fees
• Travel consultation fees
• Custom itinerary planning fees
• Visa assistance service fees
• Amendment and change request fees
• Cancellation processing fees

12.2 Rationale

These fees compensate our professional travel consultants for time and expertise provided, including:

• Researching destinations and service providers
• Creating customized itineraries
• Coordinating with multiple service providers
• Providing personalized recommendations
• Processing bookings and documentation

This work is completed regardless of whether you ultimately travel, making service fees non-refundable.

13. Disputes and Appeals

13.1 Refund Disputes

If you disagree with a refund decision:

1. Contact us at [email protected] explaining your concern
2. Provide any additional supporting documentation
3. We will review your case and respond within 5-7 business days
4. If the dispute involves a service provider's policy, we can advocate on your behalf but cannot override their terms

13.2 Escalation

If you remain unsatisfied after our review:

• You may contact the service provider directly
• You may file a claim with your travel insurance provider
• You may pursue resolution through relevant consumer protection agencies
• You may initiate dispute resolution through your credit card company (chargebacks)

13.3 Chargeback Notice

Initiating a credit card chargeback without first attempting resolution with us may:

• Delay resolution of your issue
• Result in additional documentation requirements
• Affect your ability to book future services with us

We encourage direct communication to resolve disputes efficiently and fairly.

14. Important Reminders

• Read provider terms carefully: Each service has specific cancellation and refund terms disclosed at booking
• Purchase travel insurance: Comprehensive insurance provides the best refund protection
• Act quickly: Earlier cancellation typically results in better refund eligibility
• Communicate in writing: All refund requests must be submitted via email for documentation
• Keep documentation: Maintain copies of all booking confirmations, cancellation requests, and communications
• Be patient: Refund processing involves multiple parties and takes time
• Ask questions: Contact us before booking if you have concerns about cancellation policies

15. Changes to This Policy

Digitap Travel Agency reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. However, the policy in effect at the time of your booking will govern that specific reservation.

We encourage you to review this policy periodically, especially before making new bookings.

16. Contact Information

By booking services through Digitap Travel Agency, you acknowledge that you have read, understood, and agree to this Refund Policy.

We understand that travel plans sometimes change unexpectedly. While we cannot control service provider policies, we are committed to assisting you through the refund process and advocating for the best possible outcome. Thank you for choosing Digitap Travel Agency.