Cancellation & Refund Policy | Fare Frame Travel Private Limited

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

This Cancellation & Refund Policy explains how cancellation requests, refund requests, duplicate payments, failed bookings, airline-initiated cancellations and related matters are handled by Fare Frame Travel Private Limited (“Fare Frame”, “we”, “us” or “our”).

Fare Frame Travel Private Limited operates customer-facing travel brands, including Flying Getaway. Payments for eligible travel services requested through Flying Getaway or other authorised Fare Frame channels may be collected by Fare Frame Travel Private Limited.

This Policy applies to travel-related services purchased or requested through:

FareFrame.com;
Flying Getaway or any other authorised Fare Frame-operated travel brand;
Authorised Fare Frame payment links;
Authorised email, telephone, WhatsApp or customer-support interactions; and
Any other payment or booking channel expressly approved by Fare Frame.

By requesting a booking, making a payment or using our travel-support services, you acknowledge that you have read and understood this Cancellation & Refund Policy together with our Terms & Conditions, Privacy Policy, Service Delivery Policy and Disclaimer.

1. Important Information About Travel Cancellations and Refunds

Fare Frame assists customers with eligible travel bookings, cancellations, changes and refund requests. However, Fare Frame is not an airline.

Refund eligibility for an airline ticket or other third-party travel service may depend on:

The airline or supplier’s fare rules;
Whether the fare is refundable, partially refundable or non-refundable;
Whether the ticket has already been issued;
Whether the customer or the airline initiated the cancellation;
Applicable airline penalties;
Applicable Fare Frame service fees;
Whether any portion of the service has already been used;
Payment gateway, banking or card-network processing timelines; and
Any applicable law, government direction or supplier policy.

A customer cancelling a booking is not automatically entitled to a full refund. Where an airline, supplier or fare rule permits only a partial refund, Fare Frame can process only the amount that is eligible after applicable deductions.

2. Requesting a Cancellation or Refund

Customers may request cancellation or refund support by contacting Fare Frame through its official customer-support channel:

Customer Support 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

To help us assess a cancellation or refund request, customers should provide:

Full name of the customer or passenger;
Registered email address and phone number used at the time of enquiry or booking;
Booking reference, PNR, ticket number or itinerary details, where available;
Payment transaction reference or payment receipt, where applicable;
Reason for the cancellation or refund request; and
Supporting documents, where required by the airline or supplier.

A cancellation or refund request is considered received only when it is submitted through an authorised Fare Frame support channel and contains sufficient information for us to identify the relevant transaction or booking.

3. 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 may request cancellation by contacting Fare Frame promptly.

If the booking has not been issued and no supplier cost, payment-related loss or disclosed service fee has become applicable, Fare Frame will ordinarily process an eligible refund of the amount received.

However, deductions may apply where:

A customer has accepted a separately disclosed non-refundable service or support fee;
A supplier has already processed or charged for the requested service;
A payment gateway, bank or international payment charge is non-recoverable; or
The customer provided incorrect details that caused a cost or failed fulfilment.

If Fare Frame is unable to issue the requested ticket or fulfil the requested service after receiving successful payment, we may offer an alternative itinerary or process an eligible refund, subject to the customer’s preference and the circumstances of the transaction.

4. Cancellation Requests After Ticket Issuance

Once a flight ticket or other travel service has been issued, cancellation is governed primarily by the fare rules and policies of the applicable airline or supplier.

Depending on the booking conditions:

Some fares may be fully refundable.
Some fares may be refundable after cancellation penalties.
Some fares may permit only airline credit or future travel credit.
Some fares may be entirely non-refundable.
Taxes or specific components may be refundable even when the base fare is non-refundable, subject to airline rules.
Certain promotional, discounted or restricted fares may have additional limitations.

Fare Frame will communicate the available cancellation outcome based on the applicable supplier rules and the information available to us at the time the request is processed.

Where cancellation charges, Fare Frame service fees or supplier penalties apply, the refund will be processed only for the remaining eligible amount.

5. Non-Refundable and Partially Refundable Fares

Customers should carefully review the fare rules disclosed before payment or ticket confirmation.

For non-refundable or restricted fares:

The ticket price may not be refundable if the customer voluntarily cancels.
Airline-imposed charges may apply for changes or cancellations.
Fare Frame service fees already earned for booking or support work performed may not be refundable.
Any refundable tax component will be handled only where the applicable airline or supplier permits its recovery.

For partially refundable fares, the amount returned to the customer may be reduced by:

Airline cancellation charges;
Supplier penalties;
Fare Frame service fees disclosed for the applicable service;
Non-refundable taxes, convenience fees or payment-related charges, where applicable; and
Any amount already utilised or non-recoverable from the supplier.

Fare Frame will make reasonable efforts to explain the expected deductions before processing a voluntary cancellation request wherever the information is available.

6. Customer-Initiated Cancellations

Where the customer voluntarily requests cancellation of a confirmed booking:

The customer must submit a cancellation request through an authorised Fare Frame support channel.
Fare Frame will review the booking and applicable supplier fare conditions.
Fare Frame will inform the customer of the available refund amount, credit option, deductions or cancellation restrictions, wherever available.
The customer may be required to confirm acceptance of the applicable charges before cancellation is finalised.
Once cancellation is confirmed and any eligible refund amount is determined, Fare Frame will initiate the refund in accordance with the timelines described in this Policy.

A customer should not assume that a booking has been cancelled merely because they have sent a message or requested a callback. Cancellation is confirmed only when Fare Frame communicates confirmation through an authorised channel.

Failure to cancel before departure may result in the booking being treated as a no-show, with reduced or no refund eligibility.

7. Airline-Initiated Cancellation or Significant Schedule Change

If an airline cancels a flight or makes a significant schedule change, the available remedy is determined by the airline or supplier policy applicable to the booking.

Depending on the circumstances and supplier rules, customers may be offered:

An alternative flight or revised itinerary;
A travel credit or voucher;
A full or partial refund; or
Another remedy made available by the airline or supplier.

Where an airline approves a refund, Fare Frame will assist in processing the eligible amount after confirmation from the airline or supplier and, where applicable, after the refund amount has been received or made available for processing.

Fare Frame is not responsible for airline operational decisions, flight cancellations, delays, schedule changes or the time taken by an airline or supplier to approve or release an eligible refund. However, we will provide reasonable support to the customer in communicating and processing available options.

8. Flight Changes, Rescheduling and Name Corrections

A request to change travel dates, reschedule a flight, correct a passenger name or modify a booking is not treated as a cancellation unless the booking is ultimately cancelled.

Such requests may involve:

Airline modification charges;
Fare difference;
Applicable taxes;
Fare Frame service fees;
Document verification requirements; and
Supplier approval.

If a customer decides not to proceed with a proposed change after a service has already been requested or processed, any refund or cancellation eligibility will be determined under the original fare rules and any costs already incurred.

Name changes and name corrections are subject strictly to airline policy. Some airlines may permit minor corrections, while others may require cancellation and rebooking or may not permit the request at all.

9. No-Show Bookings and Missed Flights

A customer or passenger may be considered a no-show where they do not travel on the booked service and do not cancel or modify the booking within the time permitted by the airline or supplier.

For no-show bookings:

Refund eligibility may be limited or unavailable.
Airline penalties may be higher.
Fare value may be forfeited.
Any refundable component will depend on supplier rules.
Fare Frame service fees already earned will generally not be refundable.

Customers should contact Fare Frame as early as possible if they are unable to travel.

10. Visa Refusal, Travel Document Problems or Denied Boarding

Unless expressly stated otherwise in the applicable fare conditions, a refund is not automatically available because:

A visa application is rejected or delayed;
A passenger does not possess a valid visa, passport or identification document;
A passenger is denied boarding due to document, immigration, health, conduct or compliance issues;
A traveller fails to meet entry, transit or destination-country requirements; or
A passenger reaches the airport late or misses the flight.

Any refund request in such circumstances will remain subject to the airline or supplier’s fare rules.

Customers are responsible for ensuring they possess all documents and permissions required for travel before purchasing or using travel services.

11. Fare Frame Service Fees

Fare Frame may charge service fees for eligible travel-related assistance, including booking support, cancellation processing, rescheduling assistance, modification support, ticketing assistance or other requested services.

Where applicable, Fare Frame service fees will be disclosed to the customer before payment or before processing the requested service, wherever reasonably practicable.

Unless otherwise expressly stated:

A service fee may be non-refundable once Fare Frame has performed the related service or incurred processing work.
A supplier refund does not automatically include a refund of Fare Frame service fees.
Airline penalties, supplier charges and Fare Frame service fees are separate amounts.
Where Fare Frame is unable to provide a paid service due to reasons solely within its responsibility, the relevant service fee may be eligible for refund.

Nothing in this clause limits any mandatory consumer rights available under applicable law.

12. Failed Payments, Pending Payments and Duplicate Payments

A payment may occasionally fail, remain pending or be debited more than once due to banking, card-network or payment-gateway processing issues.

Failed or Pending Payments

If an amount appears to have been deducted but Fare Frame has not received successful payment confirmation, customers should contact support with their transaction details.

Fare Frame will review the payment status through the available payment records or payment gateway information.

If the payment was not successfully received by Fare Frame, any automatic reversal or release of funds may be processed by the customer’s bank or payment service provider according to their applicable timelines.

Duplicate Payments

If Fare Frame confirms that a customer has made a duplicate successful payment for the same service, the duplicate amount will ordinarily be eligible for refund, subject to verification and any applicable banking or payment-gateway requirements.

Payment Received but Booking Not Fulfilled

If Fare Frame successfully receives payment but is unable to fulfil the agreed travel service or issue the booking, the customer may choose between:

An available alternative service, subject to approval of any fare difference or revised condition; or
A refund of the eligible amount received for the unfulfilled service.

13. Refund Calculation

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

Airline cancellation penalty;
Supplier cancellation or administration charge;
Fare difference or already-utilised booking component;
Fare Frame service fee already disclosed and earned;
Non-refundable convenience, payment or processing charge, where applicable and permitted;
Currency conversion difference or international payment-related amount not recoverable by Fare Frame; and
Other deductions expressly applicable under the fare rules accepted by the customer.

Where the airline or supplier provides the refund calculation, Fare Frame will rely on that calculation unless an obvious error is identified or the customer provides reasonable evidence requiring review.

14. Partial Refunds

A partial refund may apply where:

Only one passenger in a multi-passenger booking cancels;
Only one segment of a multi-city or return journey is eligible for cancellation;
Part of a service has already been used;
Airline penalties or Fare Frame service fees apply;
The supplier permits only a partial refund; or
A duplicate or overpaid amount relates only to part of a transaction.

Where a partial refund is processed, Fare Frame will communicate the eligible refund amount and applicable deduction basis wherever reasonably available.

15. Refund Processing Timelines

Fare Frame aims to process refund requests transparently and within reasonable timelines.

A. Acknowledgement of Request

Once a complete refund or cancellation request is received through an authorised support channel, Fare Frame will ordinarily acknowledge the request within 2 business days.

B. Review of Refund Eligibility

Where refund eligibility can be determined directly by Fare Frame without requiring airline or supplier confirmation, we will ordinarily review the request within 5 business days of receiving complete information.

Where airline or supplier approval is required, the review timeline will depend on the airline or supplier’s response and refund processing requirements.

C. Refund Initiation by Fare Frame

Once:

Refund eligibility is confirmed;
The eligible refund amount has been calculated; and
Any required supplier approval or supplier refund processing has been completed,

Fare Frame will ordinarily initiate the approved refund within 7 business days.

D. Time for Refund to Reflect After Initiation

For payments processed through Razorpay or another authorised payment gateway, refunds are generally credited back to the customer’s original payment method after initiation, subject to the payment gateway, customer’s bank, card network or payment method timelines.

For Razorpay-processed payments, a normal refund generally reflects in the customer’s account within approximately 7 to 10 days after the refund is initiated, depending on bank processing timelines.

Fare Frame cannot guarantee the exact date on which an approved refund will appear in a customer’s bank account, card statement or payment instrument after the refund has been initiated.

16. Refund Method

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

For example, where payment was made through a credit card, debit card, UPI or other payment method supported through our authorised payment gateway, the approved refund will generally be processed back through the same payment channel.

Fare Frame will not ordinarily issue refunds to a different bank account, wallet, card or payment method unless:

Required by applicable law;
Required by payment-gateway or banking procedure; or
Approved by Fare Frame after appropriate customer verification.

Customers must not request refunds to third-party or unrelated accounts.

17. International Payments and Currency Conversion

Where a customer makes a payment using an international card, foreign currency payment method or an account outside India:

The refund will ordinarily be processed in accordance with the original transaction and applicable payment gateway capabilities.
Currency conversion rates applied by the issuing bank, card network or payment provider may differ between the date of payment and the date of refund.
Foreign exchange fluctuations, international card charges, bank charges or currency conversion differences may affect the final amount reflected in the customer’s account.
Fare Frame is not responsible for currency conversion differences or charges imposed independently by the customer’s bank, card provider or payment network.

Any refund eligibility will continue to be governed by the applicable fare rules, deductions and this Policy.

18. Refund Delays

Refund processing may take longer than the indicative timelines stated above where:

Airline or supplier confirmation is pending;
The airline or supplier has not yet approved or released the refundable amount;
The customer has submitted incomplete or incorrect information;
Additional identity or payment verification is required;
Banking, payment gateway or card-network processing is delayed;
The refund involves an international payment;
There is a dispute, chargeback, suspected fraud or unauthorised payment concern;
A public holiday, operational disruption or event outside Fare Frame’s reasonable control affects processing; or
Applicable law, regulatory requirement or payment-partner procedure requires additional review.

Where reasonably possible, Fare Frame will inform the customer if additional information is required or if a material delay is identified.

19. Chargebacks and Payment Disputes

Customers are encouraged to contact Fare Frame support before initiating a payment dispute or chargeback, so that we can attempt to resolve genuine booking, cancellation or refund concerns promptly.

Submitting a chargeback or payment dispute does not automatically establish refund entitlement. The matter may be reviewed by the relevant bank, card network, payment gateway or authorised payment provider according to their applicable procedures.

Fare Frame may provide booking confirmations, payment records, service communications, cancellation terms, refund calculations and other relevant evidence in response to any payment dispute or chargeback.

This section does not prevent a customer from exercising any lawful rights available through their bank, card issuer, payment provider or applicable consumer protection authority.

20. Non-Refundable Circumstances

Unless required otherwise under applicable law or expressly approved under applicable supplier rules, refunds may not be available for:

Non-refundable fares voluntarily cancelled by the customer;
Missed flights or no-show bookings where the fare rules do not permit refunds;
Unused services after the applicable cancellation deadline has passed;
Denied boarding caused by incorrect, expired, insufficient or missing traveller documents;
Visa rejection, visa delay or inability to meet destination entry requirements;
Customer-provided errors in name, date, destination or passenger details, except to the extent the supplier permits a refundable correction or cancellation;
Fare Frame service fees for services already performed;
Supplier penalties or charges already incurred; or
Any portion of a travel service already used or consumed.

Where any refundable tax, fee or residual value remains available under supplier rules, Fare Frame may assist the customer in requesting that eligible component.

21. Cancellation or Refund Communication

Fare Frame may communicate cancellation and refund information through:

Email;
Telephone;
WhatsApp or other authorised messaging channels;
Payment gateway confirmation messages;
Website forms or support channels; or
Any other channel used by the customer for the authorised booking interaction.

Customers must ensure that the email address and phone number provided to Fare Frame remain accessible and accurate.

A refund should not be considered completed merely because a request has been submitted. A refund is initiated only when Fare Frame confirms that the eligible refund has been processed through the applicable payment or refund channel.

22. Relationship Between Fare Frame and Flying Getaway

Flying Getaway is a customer-facing travel brand owned and operated by Fare Frame Travel Private Limited.

Customers may discover, enquire about or request travel services through Flying Getaway. Where payments are collected by Fare Frame Travel Private Limited, Fare Frame remains the legal payment-collecting entity and will handle eligible cancellation and refund requests in accordance with this Policy.

Where a supplier, airline or other service provider controls fare rules or refund eligibility, Fare Frame will assist the customer with available options but cannot override the applicable supplier conditions.

23. Customer Support and Grievance Redressal

For cancellation, refund, payment or booking-support requests, please contact:

Fare Frame Travel Private Limited
9396, Defence Colony Badshahpur, Bhondsi,
Gurgaon – 122102, Haryana, India

Customer Support 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

To help us resolve your query efficiently, please include your booking reference, passenger name, transaction reference and a short explanation of your request.

Fare Frame will make reasonable efforts to respond fairly and promptly. The time required to fully resolve a refund complaint may depend on airline, supplier, payment gateway or banking processing timelines.

24. Changes to This Policy

Fare Frame may update this Cancellation & Refund Policy from time to time to reflect changes in its services, airline or supplier processes, payment gateway requirements, customer-support procedures or applicable law.

The updated version will be published on this page with a revised effective date.

For bookings already confirmed, the cancellation and refund terms disclosed or applicable at the time of the transaction will ordinarily continue to apply, unless a change is required by applicable law or is more favourable to the customer.

25. 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 rights available to consumers under applicable law, disputes arising from this Policy or an applicable Fare Frame transaction shall be subject to the jurisdiction of the competent courts in Gurugram, Haryana, India.