Cancellation & Refund Policy

Effective Date: 26 May 2026
Last Updated: 26 May 2026

This Cancellation & Refund Policy explains how cancellation requests, refund requests, failed or duplicate payments, airline-initiated cancellations, schedule changes and related customer concerns are handled for eligible travel services requested through Flying Getaway.

Flying Getaway is a customer-facing travel brand owned and operated by FareFrame Travel Private Limited(“FareFrame”, “we”, “us” or “our”). Payments for eligible travel services requested through authorised Flying Getaway channels may be collected by FareFrame Travel Private Limited through authorised payment methods.

Where FareFrame Travel Private Limited collects payment for an eligible travel service requested through Flying Getaway, FareFrame is responsible for reviewing and processing eligible cancellation and refund requests in accordance with this Policy, the applicable airline or supplier rules, our Terms & Conditions and applicable law.

Flying Getaway and FareFrame are not airlines. Airlines and other travel suppliers may control fare rules, ticket conditions, cancellation penalties, refund eligibility, schedule-change options, travel-credit availability and refund approval requirements.

By submitting a travel enquiry, approving a quotation, making a payment or requesting a cancellation or refund through an authorised Flying Getaway or FareFrame channel, you acknowledge that you have read and understood this Policy together with our:

1. Scope of This Policy

This Policy applies to eligible travel-related services requested, facilitated or paid for through:

FlyingGetaway.com;
Authorised Flying Getaway enquiry or support channels;
Authorised FareFrame payment pages or payment links issued for Flying Getaway travel requests;
Official Flying Getaway or FareFrame email communications;
Authorised telephone-assisted or WhatsApp-based customer interactions;
Booking, modification, cancellation or refund requests submitted through an authorised channel; and
Any other travel-related transaction expressly identified as being handled by FareFrame for Flying Getaway.

This Policy covers:

Customer-requested cancellations;
Cancellations before ticket issuance;
Cancellations after ticket issuance;
Airline-initiated cancellations;
Significant airline schedule changes;
Refundable, partially refundable and non-refundable fares;
No-show or missed-flight cases;
Failed, pending or duplicate payments;
Payment received but service not fulfilled;
FareFrame service fees;
Refund processing timelines; and
Customer support and grievance handling.

2. Important Travel Refund Principle

A travel booking is governed by the conditions attached to the applicable ticket, fare, airline or travel supplier.

A cancellation request does not automatically entitle a customer to a full refund.

Refund eligibility may depend on:

Whether a ticket or travel service has been issued;
The fare rules applicable to the booking;
Whether the fare is refundable, partially refundable or non-refundable;
Whether cancellation is requested by the customer or initiated by the airline;
Applicable airline or supplier penalties;
Any FareFrame service fee disclosed for the transaction;
Whether part of the service has already been used;
No-show conditions;
Supplier approval or refund-processing requirements;
Payment gateway or banking timelines; and
Applicable consumer or statutory rights.

Where an airline or supplier permits only a partial refund, travel credit or no refund, FareFrame may assist with and process only the remedy that is available under the applicable conditions, unless applicable law requires otherwise.

3. Relationship Between Flying Getaway and FareFrame

Flying Getaway assists customers in discovering travel options and requesting eligible travel-related services.

FareFrame Travel Private Limited is the legal owner and operator of Flying Getaway and may collect payments for eligible travel services requested through authorised Flying Getaway channels.

Where payment has been collected by FareFrame:

Refund requests should be submitted to FareFrame through the official support details stated in this Policy;
FareFrame will review eligible refund requests;
FareFrame may coordinate with the applicable airline or supplier where supplier confirmation is required;
Approved refunds will ordinarily be processed back to the original payment method; and
FareFrame will provide applicable transaction-related customer support.

Customers should make payments only through authorised Flying Getaway or FareFrame payment channels.

4. How to Request a Cancellation or Refund

Customers requesting cancellation or refund support should contact FareFrame through the official support channel below:

Payment, Refund and Grievance Support
FareFrame Travel Private Limited
Email: support@fareframe.com
Phone: +91 87962 51351
Support Hours: 9:00 AM to 5:00 PM IST, Monday to Sunday, including Saturdays and Sundays

General Flying Getaway enquiries may also be sent to:

Email: help@flyinggetaway.com

For faster review of a cancellation or refund request, customers should provide:

Full name of the customer or payer;
Passenger name or names;
Registered email address and phone number used during the enquiry or booking;
Booking reference, PNR, ticket number or itinerary details, where available;
Payment transaction ID, receipt or payment proof, where applicable;
Travel date and route;
Reason for the cancellation or refund request; and
Any supporting document requested for the applicable case.

A request will be treated as ready for review only after we receive sufficient information to identify the relevant booking, payment or travel-service request.

5. Cancellation Requests Before Ticket Issuance

Where a customer has made payment but a ticket or travel service has not yet been issued or confirmed, the customer should contact FareFrame immediately if they wish to cancel the request.

If:

Payment has been successfully received by FareFrame;
No ticket or confirmed travel service has been issued;
No supplier charge has become non-recoverable; and
No separately disclosed service fee has already been earned or applied,

the eligible amount will ordinarily be processed for refund.

However, an amount may be deducted where:

A disclosed FareFrame service fee has already become applicable for work performed;
A supplier has already charged or processed part of the requested service;
A non-recoverable payment-related cost applies and was disclosed where required;
Incorrect customer information resulted in processing costs; or
Another deduction applies under the conditions accepted by the customer.

Where FareFrame is unable to issue or deliver the requested eligible service after successful payment, the customer may ordinarily choose between:

An available alternative option, subject to customer approval of any changed fare or condition; or
An eligible refund of the amount applicable to the unfulfilled service.

6. Cancellation Requests After Ticket Issuance

Once a ticket or travel service has been issued, any cancellation request is subject to the relevant airline or supplier fare rules.

Depending on the fare conditions:

A booking may be fully refundable;
A booking may be refundable after deductions;
A booking may be eligible only for travel credit or voucher;
Only certain taxes or components may be refundable;
A booking may be non-refundable; or
Additional restrictions may apply to promotional, discounted or restricted fares.

FareFrame will review or obtain available information concerning the booking conditions and communicate the applicable cancellation outcome wherever reasonably available.

Where deductions apply, the refund amount may be reduced by:

Airline cancellation penalties;
Supplier administration charges;
FareFrame service fees;
Non-refundable ticket components;
Any service already used; and
Other applicable deductions communicated under the accepted booking conditions.

7. Customer-Initiated Voluntary Cancellations

Where a customer chooses to cancel a confirmed booking voluntarily:

The customer must submit the request through an authorised Flying Getaway or FareFrame support channel.
FareFrame will review the booking and applicable fare conditions.
FareFrame will communicate available refund, credit or cancellation options, where such information is available.
The customer may be asked to confirm acceptance of applicable deductions or conditions before cancellation is finalised.
Once cancellation and refund eligibility are confirmed, any approved refund will be processed according to this Policy.

A message requesting cancellation does not, by itself, confirm that the booking has been cancelled.

Cancellation is considered confirmed only when Flying Getaway or FareFrame communicates confirmation through an authorised channel.

Customers are encouraged to submit voluntary cancellation requests well before departure. Failure to cancel within the permitted time may result in a no-show classification and reduced or no refund eligibility.

8. Refundable, Partially Refundable and Non-Refundable Fares

Customers should review fare and cancellation conditions before making payment.

Refundable Fares

Where a fare is stated to be refundable, the refund may still be subject to:

Airline cancellation penalties;
Supplier charges;
FareFrame service fees;
Payment-related charges where lawfully applicable;
Used travel segments; and
Any applicable booking conditions.

Partially Refundable Fares

For partially refundable bookings, only the eligible remaining amount will be refunded after applicable deductions.

Non-Refundable Fares

For non-refundable bookings:

The base fare may not be refundable after voluntary cancellation;
Only eligible taxes or components may be recoverable, if permitted by supplier rules;
Travel credit may be available only where permitted by the airline;
FareFrame service fees already earned will ordinarily not be refundable; and
FareFrame cannot create a refund right where the applicable supplier conditions do not allow it, unless required by law.

9. Airline-Initiated Cancellation

If an airline cancels a flight, the available remedy is determined by the airline or supplier rules applicable to the booking.

Depending on those conditions, the customer may be offered:

Rebooking on an available alternative flight;
A revised itinerary;
Travel credit or voucher;
Partial refund;
Full eligible refund; or
Another supplier-approved remedy.

Where the airline approves or makes a refund available, FareFrame will assist in processing the applicable customer refund where FareFrame collected the corresponding payment.

FareFrame does not control:

Airline cancellation decisions;
Availability of alternative flights;
Airline refund approval;
Supplier processing timelines; or
Whether an airline provides a cash refund, travel credit or rebooking option.

However, we will make reasonable efforts to support customers with the available options communicated by the airline or supplier.

10. Significant Schedule Changes and Flight Disruptions

An airline may change a flight schedule, departure time, arrival time, route, operating carrier or other itinerary details.

Where an airline makes a significant schedule change, the available options may include:

Accepting the changed itinerary;
Selecting an alternative offered by the airline;
Requesting cancellation;
Receiving travel credit; or
Requesting an eligible refund, where permitted.

The remedy available will depend on the applicable airline or supplier policy.

FareFrame may assist the customer in reviewing and requesting an available option but cannot guarantee a specific remedy unless that remedy is approved or permitted under the applicable supplier terms.

11. Flight Changes, Rescheduling and Name Corrections

Requests for flight changes, rescheduling or passenger name corrections are separate from cancellations unless the booking is ultimately cancelled.

Such requests may be subject to:

Airline or supplier rules;
Fare availability;
Fare difference;
Airline modification charges;
FareFrame service fees;
Documentation requirements;
Passenger verification; and
Time limitations before departure.

If a customer chooses not to proceed after receiving a revised change or rescheduling option, the original booking will remain governed by its applicable fare conditions unless cancellation is subsequently confirmed.

Name corrections or changes are controlled by airline rules. Some airlines may permit minor corrections; others may charge a fee, require reissuance or not permit a change.

Any refund arising from a modification or unsuccessful correction request will be governed by the applicable supplier conditions and this Policy.

12. No-Show and Missed-Flight Cases

A passenger may be treated as a no-show where they fail to travel on the booked service and do not cancel or modify the booking within the period permitted by the applicable airline or supplier.

For no-show or missed-flight cases:

Refund eligibility may be reduced or unavailable;
Airline penalties may increase;
Fare value may be forfeited;
Only certain unused taxes may remain refundable, where permitted; and
FareFrame service fees already earned will ordinarily not be refunded.

Customers who are unable to travel should contact us as early as possible before departure.

13. Visa Refusal, Travel-Document Issues and Denied Boarding

Customers and passengers are responsible for ensuring that they hold the required travel documents and satisfy applicable travel requirements.

Unless expressly permitted under the applicable supplier conditions or required by law, a refund is not automatically available because:

A visa application is refused, delayed or not obtained;
A passport is expired, damaged or insufficiently valid;
A passenger lacks a required visa, transit visa, identification document or travel permission;
A passenger is denied boarding;
A passenger is denied entry or transit;
Required health or immigration documentation is missing;
A traveller does not meet destination or transit-country rules; or
A passenger arrives late or misses the flight.

Any refund request arising from such circumstances will remain subject to applicable supplier rules and deductions.

Flying Getaway and FareFrame may provide general travel-support information but do not guarantee visa approval, boarding approval, immigration clearance or entry into any destination.

14. Baggage, Seats and Ancillary Services

Refunds for baggage, seat selection, meals, priority boarding, special assistance or other ancillary services are subject to the policies of the applicable airline or supplier.

Such services may be:

Non-refundable once purchased;
Refundable only if the airline cancels the service;
Transferrable only under limited conditions; or
Subject to separate supplier processing timelines.

FareFrame may assist in submitting an eligible request but cannot guarantee that an airline will approve a refund for ancillary services.

15. FareFrame Service Fees

FareFrame may charge service fees for eligible travel-related assistance, including:

Booking assistance;
Ticketing support;
Cancellation handling;
Refund processing assistance;
Rescheduling support;
Flight-change assistance;
Name-correction support; or
Another requested travel service.

Where applicable, the service fee will be communicated to the customer before payment or before the relevant paid service is processed, wherever reasonably practicable.

Unless expressly stated otherwise:

A service fee may be non-refundable once FareFrame has performed the relevant assistance or processing work;
Airline refunds do not automatically include FareFrame service-fee refunds;
Airline penalties and FareFrame service fees are separate charges; and
Where FareFrame is unable to provide a separately paid service due solely to reasons within FareFrame’s responsibility, the corresponding eligible service fee may be refunded.

Nothing in this section limits any mandatory right available to a customer under applicable law.

16. Failed Payments, Pending Payments and Payment Reversals

A customer may occasionally experience a failed or pending transaction due to banking, payment gateway, card-network or technical issues.

Failed or Pending Payments

If payment appears to have been deducted but no successful confirmation or booking status has been received, the customer should contact FareFrame with:

Payment reference;
Amount paid;
Date and time of transaction;
Customer name;
Travel request details; and
Any payment screenshot or receipt.

FareFrame will review the available transaction status.

Where a transaction was not successfully received by FareFrame, reversal or release of funds may be handled automatically by the customer’s bank or payment provider according to their processing timelines.

Payment Received but Booking Not Confirmed

Where payment has been successfully received by FareFrame but the requested booking cannot be issued or fulfilled, FareFrame will communicate available alternatives or process an eligible refund in accordance with this Policy.

17. Duplicate Payments

If FareFrame verifies that more than one successful payment has been received for the same eligible Flying Getaway service request, the duplicate successful amount will ordinarily be eligible for refund.

To request review of a duplicate payment, the customer should submit:

Payment references for both transactions;
Amounts debited;
Date and time of payments;
Customer or passenger name; and
Relevant travel request details.

Any approved duplicate-payment refund will ordinarily be returned to the original payment method used for the duplicate transaction, subject to payment gateway and banking requirements.

18. Refund Calculation and Possible Deductions

Where a refund is approved, the refundable amount may be calculated after deduction of applicable amounts including:

Airline cancellation charge;
Supplier penalty or administration fee;
FareFrame service fee already disclosed and earned;
Fare difference or utilised travel component;
Non-refundable fare component;
Non-refundable ancillary service;
Payment-related charge lawfully applicable and disclosed, where relevant;
International payment or currency-conversion amount not recoverable by FareFrame; and
Any other deduction applicable under the fare rules or service conditions accepted by the customer.

Where the airline or supplier provides a refund calculation, FareFrame may rely on that calculation unless an evident error is identified or a review is required.

Where reasonably available, we will communicate the applicable refund calculation or deduction basis to the customer.

19. Partial Refunds

A partial refund may apply where:

One passenger in a multi-passenger booking cancels;
One part of a return or multi-city itinerary is cancelled;
Part of the travel service has already been used;
The fare conditions permit only partial recovery;
Airline penalties or FareFrame service fees apply;
Certain ancillaries are non-refundable; or
Only part of a payment was duplicated, overcharged or connected with an unfulfilled service.

Where an eligible partial refund is processed, FareFrame will communicate the applicable amount wherever reasonably practicable.

20. Refund Processing Timelines

FareFrame aims to handle eligible refund requests fairly and transparently.

20.1 Acknowledgement of Refund Request

Once FareFrame receives a complete cancellation or refund request with sufficient booking and payment information, we will ordinarily acknowledge the request within 2 business days.

20.2 Review of Eligibility

Where refund eligibility can be determined by FareFrame without waiting for airline or supplier approval, we will ordinarily review the request within 5 business days after receiving complete information.

Where airline or supplier confirmation is required, the review period will depend on the relevant airline or supplier process and response timeline.

20.3 Initiation of an Approved Refund

Once:

Refund eligibility has been confirmed;
The eligible amount has been calculated;
Any required airline or supplier confirmation has been received; and
Any verification requirements have been completed,

FareFrame will ordinarily initiate the approved refund within 7 business days.

20.4 Time Taken After Refund Initiation

Approved refunds will ordinarily be processed back to the original payment method.

For payments processed through Razorpay, once the refund is initiated, the amount generally reflects in the customer’s account within approximately 7 to 10 days, depending on the payment mode, card network and customer bank processing timeline.

FareFrame cannot guarantee the exact date on which an initiated refund will appear in the customer’s account because the final credit may depend on the payment gateway, bank, card issuer or payment network.

21. Refund Method

Approved refunds will ordinarily be processed to the same payment method originally used to complete the transaction.

This means that:

Card payments will generally be refunded back through the applicable card channel;
UPI or other supported payment-method refunds will generally be returned through the original payment route; and
Payment-gateway refunds will remain subject to applicable gateway and banking procedures.

FareFrame will not ordinarily refund amounts to a different account, card, wallet or third-party recipient unless required by applicable law, required by payment processing procedure or approved after appropriate verification.

Customers should not request refunds to unrelated third-party payment methods.

22. International Payments and Currency Conversion

Customers using international cards, foreign-currency payment methods or accounts outside India should note that:

Refunds will ordinarily be processed through the original payment route;
The currency conversion rate applied at refund may differ from the rate applied at payment;
Foreign exchange fluctuations may affect the final reflected value;
International bank charges, card-network charges or currency-conversion fees may be applied independently by the customer’s bank or payment provider; and
FareFrame is not responsible for currency differences or independent charges imposed by the customer’s bank, card issuer or payment network.

Refund eligibility itself will continue to be determined by the applicable booking terms, supplier rules, deductions and this Policy.

23. Delays in Refund Processing

Refund processing may take longer than the indicative timelines described in this Policy where:

Airline or supplier confirmation is pending;
The applicable supplier has not yet approved or released the eligible refund;
Customer information is incomplete or inaccurate;
Additional payment or identity verification is required;
International payment processing is involved;
Payment-gateway, banking or card-network processing is delayed;
A payment dispute or chargeback has been initiated;
Fraud, impersonation or unauthorised-payment concerns arise;
Public holidays, airline disruptions or events outside FareFrame’s reasonable control affect processing; or
Legal, regulatory or contractual review is required.

Where reasonably possible, FareFrame will communicate material delays or any additional information needed from the customer.

24. Chargebacks and Payment Disputes

Customers are encouraged to contact FareFrame before raising a payment dispute or chargeback, so that genuine cancellation, refund, service-delivery or transaction concerns may be investigated promptly.

A chargeback request does not automatically establish entitlement to a refund.

Where a payment dispute or chargeback is raised, FareFrame may provide relevant records to the payment provider, bank or card network, including:

Payment confirmations;
Customer communications;
Booking or ticket-delivery documentation;
Quotation acceptance;
Applicable cancellation conditions;
Refund calculations;
Supplier rules; and
Other records relevant to the transaction.

Nothing in this section prevents a customer from using lawful payment-dispute or consumer-remedy procedures available to them.

25. Non-Refundable Circumstances

Unless otherwise required by law or permitted by applicable supplier conditions, refunds may not be available for:

Non-refundable fares voluntarily cancelled by the customer;
No-show or missed-flight bookings where the fare rules do not permit a refund;
Services already used or consumed;
Cancellation after a permitted deadline has passed;
Denied boarding arising from missing, invalid or insufficient documents;
Visa refusal, visa delay or inability to meet destination-entry requirements;
Customer-approved errors in passenger names, route, date or booking details;
Non-refundable baggage, seat, meal or ancillary services;
FareFrame service fees for services already performed;
Airline or supplier penalties already incurred; or
Amounts not recoverable under applicable fare or supplier rules.

Where a refundable tax or residual value remains available under supplier conditions, FareFrame may assist the customer in requesting the eligible amount.

26. Authorised Refund Communications

Refund and cancellation communications may be provided through:

The email address supplied by the customer;
An authorised Flying Getaway email channel;
An authorised FareFrame email channel;
Telephone-assisted support;
WhatsApp or another authorised messaging interaction;
Payment gateway notification; or
Another electronic channel used for the relevant transaction.

Customers are responsible for ensuring their contact details are correct and accessible.

A cancellation or refund request is not complete merely because a customer has submitted a message. Cancellation is confirmed only after authorised confirmation has been sent, and a refund is considered initiated only after FareFrame confirms that the approved refund has been submitted through the relevant refund channel.

27. Customer Support and Grievance Redressal

For cancellation, refund, failed-payment, duplicate-payment or payment-related customer concerns, please contact:

FareFrame Travel Private Limited
Owner and Operator of Flying Getaway
9396, Defence Colony Badshahpur, Bhondsi,
Gurgaon – 122102, Haryana, India

Payment, Refund and Grievance Email: support@fareframe.com
Phone: +91 87962 51351
Support Hours: 9:00 AM to 5:00 PM IST, Monday to Sunday, including Saturdays and Sundays

For general Flying Getaway travel enquiries:

Email: help@flyinggetaway.com

Please include your passenger name, registered contact information, booking or payment reference and details of your request so that we can review the concern efficiently.

FareFrame will make reasonable efforts to review genuine customer concerns fairly and promptly. Resolution may depend on supplier conditions, required verification, payment processing, airline response and applicable law.

28. Changes to This Policy

Flying Getaway and FareFrame may update this Cancellation & Refund Policy from time to time to reflect changes in:

Travel services;
Payment methods;
Airline or supplier procedures;
Customer-support processes;
Business operations;
Payment partner requirements; or
Applicable legal or regulatory requirements.

Any revised version will be published on this page with an updated effective date.

For a booking or payment already confirmed, the cancellation and refund terms applicable or communicated at the time of the transaction will ordinarily continue to govern that transaction, unless a change is required under applicable law or is more favourable to the customer.

29. Governing Law and Jurisdiction

This Cancellation & Refund Policy shall be governed by and interpreted in accordance with the laws of India.

Subject to any mandatory consumer rights, statutory complaint processes or payment-dispute remedies available under applicable law, disputes connected with this Policy or an eligible travel transaction requested through Flying Getaway and handled by FareFrame shall be subject to the jurisdiction of the competent courts in Gurugram, Haryana, India.

30. Contact Us

For cancellation, refund or payment-support assistance:

FareFrame Travel Private Limited
Owner and Operator of Flying Getaway
9396, Defence Colony Badshahpur, Bhondsi,
Gurgaon – 122102, Haryana, India

Email: support@fareframe.com
Phone: +91 87962 51351
Support Hours: 9:00 AM to 5:00 PM IST, Monday to Sunday, including Saturdays and Sundays

For general travel enquiries through Flying Getaway:

Email: help@flyinggetaway.com