Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy explains how cancellations, refunds, and changes work for tickets and services booked through Onward Travel LLC, d/b/a Cloud Fares ("Cloud Fares," "we," "us," "our"). Because Cloud Fares acts as an intermediary between you and the operating airlines, the refundability of any ticket is ultimately governed by the fare rules of the issuing airline. This policy describes how we handle the process on your behalf, our service fees, and the timelines you can expect.

2. Refundability of Airline Tickets

Most discounted business and first class fares sourced through Cloud Fares — including consolidator, private, and negotiated fares — are non-refundable or carry significant cancellation penalties imposed by the airline. The specific refund rules for your ticket are disclosed in writing prior to ticketing and are also available in your booking confirmation. We will always inform you of the applicable fare rules before payment is collected.

• Fully refundable fares: Eligible for a refund of the airline portion, less any airline-imposed processing fees
• Partially refundable fares: A portion of the fare is refundable; the balance is forfeited as a cancellation penalty
• Non-refundable fares: No refund is available from the airline; the ticket may be eligible for credit toward future travel, subject to the airline's rebooking rules and any change fees
• Award tickets and miles redemptions: Subject to the loyalty program's separate refund and redeposit rules

3. Cloud Fares Service Fees

Cloud Fares charges a service fee for sourcing, ticketing, and supporting your booking. The exact amount is disclosed in writing before you authorize payment.

• Service fees are non-refundable once a ticket has been issued, regardless of whether you later cancel the ticket
• If we are unable to ticket your booking (for example, the fare is no longer available), the service fee is fully refunded to your original payment method
• Change fees charged by Cloud Fares to process post-ticketing modifications are separate from any airline-imposed change fees and are also non-refundable

Service fees compensate Cloud Fares for the consultation, sourcing, and ticketing work performed regardless of the ticket's subsequent status.

4. How to Request a Refund or Cancellation

All refund and cancellation requests must be submitted in writing so we can document the request and the time it was received. The fare rules in effect at the moment we receive your written request are the rules that govern the cancellation.

• Email your request to hello@cloud-fares.com with the subject line "Refund Request — [Booking Reference]"
• Include the passenger name(s), booking reference (PNR), original ticket number, and the reason for cancellation
• For urgent same-day cancellations, also call +1 (888) 555-0123 so we can act before the next airline-imposed deadline (e.g., schedule change, no-show penalty)
• Do not contact the airline directly to cancel a Cloud Fares–issued ticket. Doing so may void our ability to recover the refundable portion on your behalf and may forfeit the entire ticket value

5. Refund Processing Timelines

Once we have submitted a refund request to the airline, the actual refund timeline is controlled by the airline and your card issuer. Typical timelines:

• Cloud Fares acknowledgment of your request: within 1 business day
• Submission of refund to the airline / GDS: within 3 business days of acknowledgment
• Airline processing of the refund: typically 7 to 21 business days, occasionally longer for ticket types that require manual review
• Credit appearance on your card statement: 1 to 2 billing cycles after the airline processes the refund, depending on your card issuer
• Wire-transfer refunds: processed within 7 business days of receiving the airline refund, net of any bank wire fees

We will keep you informed of the status at each stage and provide you with the airline's refund authorization number once issued.

6. Changes to Confirmed Bookings

Changes to a ticketed itinerary (date, routing, name correction, cabin upgrade) are subject to two separate fees:

• Airline change fee, as set by the operating airline's fare rules — varies by carrier, fare class, and the nature of the change
• Cloud Fares processing fee, disclosed in writing before we make the change
• Any fare difference between the original ticket and the new itinerary, calculated at the fare class available at the time of the change
• Name corrections (typos, mismatches with passport): some airlines permit minor corrections free of charge; others treat them as full reissues. We will quote the cost in advance

7. Schedule Changes and Cancellations Initiated by the Airline

If the operating airline materially changes or cancels your flight, you are generally entitled to a refund or rebooking under that airline's policy and applicable regulations (including U.S. DOT 14 CFR Part 259 for flights to/from/within the U.S.). Cloud Fares will:

• Notify you of the change as soon as we receive the schedule update from the airline
• Present the available options: accept the new schedule, request a rebooking on an alternate flight, or request a refund where eligible
• Process the option you select on your behalf at no additional Cloud Fares service fee

8. Travel Insurance and Trip Protection

Cloud Fares strongly recommends purchasing travel insurance for non-refundable bookings. Travel insurance can cover cancellations for covered reasons (illness, injury, family emergency, certain work obligations) that would otherwise result in forfeiture of the ticket. We can refer you to third-party insurance providers; any policy you purchase is a contract directly between you and the insurer, and Cloud Fares is not a party to that contract.

9. Disputes and Chargebacks

If you believe a charge is incorrect, please contact us first at hello@cloud-fares.com so we can resolve it directly — most issues are resolved within 1–3 business days. Filing a chargeback before contacting us delays resolution and, where the underlying service has been delivered, will be disputed by Cloud Fares with documentation including booking confirmations, communication records, ticket issuance receipts, and signed authorization forms. See Section 7 of our Terms & Conditions for the full chargeback process.

10. Contact Us

For all refund, cancellation, and change requests:

• Email: hello@cloud-fares.com
• Phone: +1 (888) 555-0123
• Mail: Onward Travel LLC, 5830 E 2nd St, Ste 7000 #22411, Casper, WY 82609

Please always include your booking reference (PNR) so we can locate your record quickly.