1. Who this policy is for
This policy explains how cancellations and refunds work for bookings made through Flyett by a travel agency or a corporate travel team ("your agency"), and for the charges Flyett makes to agencies.
If you are a traveller, your agency is your first point of contact for any cancellation, change or refund. Where Flyett collected your payment for your agency, Flyett processes the refund back to you as described below.
2. Before you cancel: the quote
Before any cancellation is made, Flyett shows an itemised quote: the airline or supplier charge, any fee your agency charges, and the refund you can expect. Nothing is cancelled until the cancellation is confirmed.
For a partial cancellation (some travellers or some flights in a booking) the final refund is the amount the supplier confirms after cancelling, so no estimate is shown in advance.
Your agency sets its own cancellation fee. It is always shown as a separate line.
3. Flights
Flight cancellations and refunds follow the airline’s fare rules and the Directorate General of Civil Aviation (DGCA) Civil Aviation Requirements on refunds. Under those rules the airline remains responsible for the refund even when the ticket was booked through an agent.
- Ways to cancel: the whole booking, a single traveller, a single flight, or a same-day void where the supplier allows it.
- 48-hour window: where the airline offers free cancellation or change within 48 hours of booking, Flyett shows "Free cancellation until" with the time. Whether your agency’s fee applies in that window is your agency’s choice and is shown in the quote.
- Cash refund by default: the refund goes back as money. A travel credit (credit shell) is used only if the traveller chooses it through the link we send them, which stays open for 72 hours.
- No-shows and non-refundable fares: refunds, including of airport taxes, are as the airline’s fare rules allow.
4. When the airline cancels or changes your flight
When an airline cancels a flight or changes its schedule, Flyett tells your agency and the traveller. Nothing is changed until the traveller chooses one of the options the DGCA rules provide: accept the new timing, move to another flight, or take a full refund.
If the traveller chooses a refund, the full refund from the airline is passed on. Your agency’s convenience fee is also refunded, unless the applicable rules allow it to be kept.
5. Date and flight changes you request
A change you ask for costs the airline’s change fee, any fare difference, and your agency’s change fee, each shown separately and paid before the change is made. If the new fare is lower, the difference is not refunded.
6. Hotels
Hotel cancellations follow the cancellation policy of the hotel or supplier shown at the time of booking, including non-refundable rates and no-show charges. No additional agency fee is charged on hotel cancellations made through Flyett.
7. Buses
Bus cancellations follow the bus operator’s cancellation policy. Where the operator allows it, individual travellers can be cancelled from a booking.
If the operator cancels the trip, the traveller is refunded the full amount paid. If instead the operator arranges another bus for the same journey, there is no refund.
8. Visa applications
If a visa application is cancelled before your agency files it with the embassy or visa centre, the amount paid is refunded in full to the original payment method.
Once an application has been filed, government and visa-centre fees cannot be refunded. Any refund of your agency’s service fee follows your agency’s own policy. The decision on a visa rests with the authorities; a refusal is not a ground for a refund of fees already paid to them.
9. How and when refunds are paid
- Where Flyett collected the payment (for example through a payment link from your agency), the refund goes back to the original payment method. Flyett starts it once the airline or supplier refund reaches us, after deducting any agency fee shown in the quote.
- After Flyett starts a refund, it typically reaches the account in 5–7 working days, depending on the bank or card network.
- Where your agency paid from its Flyett advance balance, the supplier refund is credited to that balance as soon as the supplier confirms it.
- Where your agency booked on its own supplier account and collected payment itself, your agency pays the refund to you; Flyett shows your agency the supplier’s refund status.
Airlines must refund within 14 working days under the DGCA rules. If a refund has not arrived by then, we follow it up with the airline and your agency sees it as "awaiting airline" until it does.
10. Flyett’s own charges to agencies
Plan and add-on charges are for the period billed and are not refunded for part of a period. Usage charges for a booking (per ticket or per room-night) apply once the booking is ticketed or confirmed and are not reversed if it is later cancelled. Where Flyett refunds an amount it invoiced, it issues a GST credit note for that amount.
11. Questions and complaints
Travellers should first contact their agency. Agencies can write to support@flyett.com. If you are not satisfied with the answer, you can raise a complaint with our Grievance Officer at grievance@flyett.com; see our Grievance Redressal page for timelines.