Effective Date: 26 May 2026
Last Updated: 26 May 2026
This Service Delivery Policy explains how FareFrame Travel Private Limited (“FareFrame”, “we”, “us” or “our”) delivers travel-related services, booking confirmations, electronic tickets, itineraries, invoices and related documents to customers.
FareFrame operates customer-facing travel brands, including Flying Getaway. Customers may request travel services through Flying Getaway or other authorised FareFrame channels, while payments for eligible services may be collected by FareFrame Travel Private Limited through approved payment channels.
FareFrame provides travel-related services and electronic booking documentation. We do not sell or ship physical products. Accordingly, all eligible service confirmations, ticket documents, itineraries, payment receipts, invoices and related travel communications are delivered electronically.
This Policy should be read together with our:
1. Scope of This Policy
This Policy applies to eligible travel services purchased, requested or facilitated through:
- FareFrame.com;
- Flying Getaway or another authorised FareFrame-operated brand;
- Authorised FareFrame payment pages or payment links;
- Authorised email communications;
- Authorised telephone or WhatsApp customer-support interactions; and
- Any other booking or payment channel expressly approved by FareFrame.
This Policy covers the electronic delivery of:
- Flight booking confirmations;
- Electronic tickets and itineraries;
- Payment confirmations and receipts;
- Invoices, where applicable;
- Revised itineraries following approved changes or rescheduling;
- Cancellation and refund-related communications;
- Travel-service assistance confirmations; and
- Other electronically deliverable documents related to an eligible service.
2. No Physical Shipping or Physical Product Delivery
FareFrame is a travel services company. Unless expressly stated otherwise in writing, we do not sell physical products and do not provide courier, postal or physical shipping services.
Customers will not receive physical tickets, printed vouchers, paper invoices or other documents by courier as part of a normal transaction.
All applicable booking information and service documentation will be delivered electronically using the contact details or authorised communication channel provided by the customer.
For Razorpay or other payment-gateway review purposes, this Service Delivery Policy represents FareFrame’s electronic service fulfilment and delivery policy in place of a physical shipping policy.
3. Nature of Services Delivered
FareFrame may assist customers with eligible travel-related services including:
- Flight booking assistance;
- Airline ticket issuance facilitation;
- Travel itinerary assistance;
- Rescheduling or flight-change assistance;
- Passenger name correction support, where permitted by the airline;
- Cancellation and refund support;
- Payment assistance through authorised payment channels; and
- Related customer-support services.
FareFrame is not an airline. Airlines and other travel suppliers remain responsible for operating flights and controlling fare inventory, schedules, baggage rules, seat assignments, change permissions, cancellation eligibility and other supplier-controlled travel conditions.
FareFrame’s service delivery consists of facilitating eligible travel services and electronically communicating the corresponding booking, ticketing, payment or support documentation to the customer.
4. Delivery Channels
FareFrame may deliver service-related documentation and communications through one or more of the following authorised channels:
- Email sent to the email address provided by the customer;
- Confirmation displayed or communicated through an authorised FareFrame website;
- Email or communication sent through the applicable FareFrame-operated brand, including Flying Getaway;
- WhatsApp or other messaging channel used by the customer during the authorised booking interaction;
- Telephone-assisted confirmation followed by electronic documentation;
- Payment gateway confirmation messages; or
- Any other electronic channel expressly agreed with the customer.
Customers are responsible for providing accurate and accessible contact details when making an enquiry, submitting passenger information or completing payment.
5. Delivery of Quotations and Payment Requests
Before payment, FareFrame may send the customer a quotation, itinerary option, service summary or authorised payment link.
A quotation or payment request may include:
- Passenger or traveller details;
- Route and travel dates;
- Fare information;
- Applicable service fees;
- Fare conditions or important restrictions;
- Payment amount;
- Payment link or payment instructions; and
- Validity period of the quoted fare, where applicable.
A quotation, itinerary option or payment link does not by itself constitute ticket issuance or final booking confirmation.
Airline fares and availability may change until the ticket or applicable travel service is confirmed and issued.
Customers must review the supplied passenger details, travel dates, routing, fare information and applicable conditions before making payment.
6. Delivery After Successful Payment
After successful payment and receipt of the complete passenger and service information required to fulfil the request, FareFrame will begin processing the requested eligible travel service.
Depending on the type of transaction, the customer may electronically receive:
- Payment acknowledgement or payment receipt;
- Booking confirmation;
- Airline booking reference or PNR, where applicable;
- Electronic ticket or itinerary;
- FareFrame invoice, where applicable;
- Supplier confirmation information;
- Terms applicable to changes, cancellations or refunds; or
- Further instructions required to complete fulfilment.
A payment acknowledgement confirms that payment has been received or recorded. It does not always confirm that the requested airline ticket or travel service has been successfully issued.
A travel booking is treated as confirmed only when FareFrame communicates confirmation through an authorised channel and, where relevant, provides the applicable booking reference, itinerary or electronic ticket information.
7. Expected Ticket and Service Delivery Timelines
FareFrame aims to deliver electronic travel documentation promptly after successful payment and receipt of all required passenger information.
A. Standard Flight Booking Requests
For a standard flight booking request, FareFrame will ordinarily aim to communicate the booking status and, where successfully issued, deliver the electronic ticket or itinerary within 24 hours after:
- Successful receipt of payment;
- Receipt of complete and accurate passenger information; and
- Availability and confirmation of the applicable fare or service.
In many cases, ticket documentation may be delivered sooner. However, delivery remains subject to fare availability, airline or supplier processing, payment confirmation and any required verification.
B. Urgent or Same-Day Travel Requests
For travel scheduled to depart within the next 24 hours, customers should not assume that a booking is confirmed merely because payment has been made.
Urgent or same-day travel is confirmed only after FareFrame sends the applicable ticket or confirmed itinerary details through an authorised channel.
Customers should not proceed to the airport or make dependent travel arrangements until they have received valid confirmation of the requested travel service.
C. Modification, Rescheduling or Name Correction Requests
Delivery timelines for changes, rescheduling requests, name corrections or other modifications depend on:
- Airline policy;
- Supplier approval;
- Fare difference payment, where applicable;
- Required documents;
- Customer approval of revised conditions; and
- Airline or supplier processing timelines.
FareFrame will deliver updated electronic documentation after the requested modification has been approved and processed.
D. Cancellation and Refund Requests
Cancellation confirmations and refund-related communications will be delivered electronically in accordance with our Cancellation & Refund Policy.
Refund timelines are separate from ticket or service-delivery timelines and may depend on airline, supplier, payment gateway, bank or card-network processing.
8. Conditions Required for Successful Delivery
FareFrame can deliver travel documents and related services only when customers provide complete and accurate information.
The customer is responsible for providing, where applicable:
- Correct full passenger name matching the required travel document;
- Correct travel date, route and passenger selection;
- Accessible email address and mobile number;
- Passport, identification or other required travel information;
- Payment confirmation or transaction reference, where requested;
- Confirmation of fare conditions or revised itinerary, where required; and
- Any additional document requested for a supplier-controlled service.
Delivery may be delayed, unsuccessful or require revised pricing where:
- Passenger information is incomplete or incorrect;
- Payment is not successfully confirmed;
- The requested fare becomes unavailable before ticket issuance;
- The airline or supplier is unable to confirm the service;
- Additional verification is required;
- The customer does not respond to approval requests;
- Required documentation is missing; or
- A system, payment network, airline or supplier interruption occurs.
9. Customer Responsibility to Review Delivered Documents
Customers must carefully review all electronically delivered booking or travel-service documents immediately after receipt.
Customers should confirm:
- Passenger name spelling;
- Origin and destination;
- Travel date and departure time;
- Flight number and airline;
- Cabin class or fare type, where applicable;
- Baggage information, where stated;
- Ticket status and booking reference;
- Any change, cancellation or refund restriction; and
- Contact information included in the booking.
If a customer identifies an error or believes the delivered document does not reflect the approved request, the customer must contact FareFrame as soon as possible through the official support channel.
Failure to report an error promptly may result in additional airline charges, fare differences, restricted correction options or loss of eligibility for modification.
Where an error results from incorrect information provided or approved by the customer, any correction will remain subject to airline rules and applicable charges.
10. Delivery Where Fare or Service Becomes Unavailable
Travel fares and supplier inventory can change quickly. In some cases, a customer may make payment while the requested fare or service is still subject to final issuance or supplier confirmation.
If FareFrame successfully receives payment but the selected fare or requested travel service becomes unavailable before fulfilment, FareFrame may:
- Offer the customer an available alternative itinerary or service;
- Inform the customer of any revised price, fare difference or changed condition;
- Seek the customer’s approval before proceeding with an alternative; or
- Process an eligible refund where the customer does not accept an alternative or the service cannot be fulfilled.
FareFrame will not issue a materially revised booking without communicating the changed fare, itinerary or applicable condition to the customer and receiving approval where required.
Any eligible refund in this situation will be handled in accordance with our Cancellation & Refund Policy.
11. Non-Receipt of Electronic Ticket or Confirmation
If a customer has made a successful payment but has not received an expected confirmation, itinerary or ticket document within the applicable delivery timeframe, the customer should contact FareFrame support promptly.
Before contacting support, customers should also check:
- Their spam, promotions or junk email folders;
- Whether the correct email address was provided;
- Their WhatsApp or other authorised communication channel used during booking;
- Payment confirmation messages or transaction records; and
- Any requests from FareFrame for missing passenger details or approvals.
For assistance, customers should provide:
- Customer name;
- Passenger name, where different;
- Email address and phone number used during the transaction;
- Payment transaction reference;
- Travel route and date;
- Approximate time of payment; and
- Screenshot or confirmation of successful payment, where available.
FareFrame will review the transaction and communicate the available booking status, fulfilment requirement or eligible refund option, as applicable.
12. Failed, Pending or Duplicate Payments
A payment may occasionally fail, remain pending or be processed more than once due to payment gateway, bank, card-network or technical issues.
Failed or Pending Payments
Where a customer receives no successful payment confirmation or no corresponding booking status, FareFrame may be unable to begin service delivery until payment status is verified.
If funds appear to have been debited but FareFrame does not receive successful payment confirmation, the customer should contact FareFrame support. Any automatic reversal may depend on the customer’s bank, card issuer or payment provider.
Duplicate Payments
Where FareFrame verifies that duplicate successful payments were received for the same requested service, the duplicate amount will ordinarily be handled as an eligible refund, subject to verification and our Cancellation & Refund Policy.
Payment Received but Service Not Delivered
Where FareFrame receives successful payment but cannot deliver the agreed eligible service, FareFrame will communicate available alternatives or arrange an eligible refund in accordance with the Cancellation & Refund Policy.
13. Electronic Delivery of Invoices and Payment Receipts
Where applicable, FareFrame may issue invoices, payment receipts or transaction acknowledgements electronically.
Such records may include:
- FareFrame’s legal name;
- Customer or passenger name;
- Description of the travel-related service;
- Payment amount;
- Applicable taxes or fees, where stated;
- Payment reference;
- Invoice or receipt date; and
- Other transaction-related information.
Electronic invoices or receipts may be delivered separately from airline tickets or booking confirmations.
A payment receipt confirms the recorded payment transaction. It should not be treated as an airline ticket unless the document expressly includes valid booking or ticket confirmation information.
14. Delivery of Revised Itineraries and Modified Bookings
Where a customer requests and receives approval for a travel modification, FareFrame may electronically deliver updated booking documents.
This may apply to:
- Flight date changes;
- Route changes;
- Rescheduling;
- Approved passenger name corrections;
- Additional baggage or ancillary services;
- Cancellation confirmation; or
- Other permitted booking updates.
A modification is not complete until the updated booking status or documentation has been communicated through an authorised channel.
Customers must review revised documents immediately upon receipt and report any concern promptly.
Modification delivery remains subject to supplier rules, availability, required payments and customer approval of applicable charges.
15. Travel Credits, Vouchers or Supplier-Issued Benefits
In certain cancellation, disruption or change scenarios, an airline or supplier may provide a travel credit, voucher or other non-cash remedy instead of a monetary refund.
Where such a benefit is made available:
- FareFrame may communicate the available credit or voucher terms to the customer;
- Validity periods, usage restrictions and redemption conditions are controlled by the airline or supplier;
- Delivery of the credit or voucher may occur electronically;
- FareFrame cannot extend or alter supplier-controlled expiry dates or usage rules unless expressly authorised; and
- Customers are responsible for reviewing and using the benefit within the applicable validity period.
Availability of a travel credit or voucher will depend on the applicable supplier rules and customer acceptance, where required.
16. Delivery Limitations Caused by Airlines or Suppliers
FareFrame may depend on airlines, travel suppliers, ticketing systems, payment processors or other authorised service providers to fulfil a requested travel service.
Service delivery may be delayed, modified or become unavailable due to:
- Airline fare withdrawal or inventory changes;
- Airline schedule changes or cancellations;
- Supplier system outages;
- Payment processing interruptions;
- Incorrect or incomplete passenger information;
- Delayed approval from the customer;
- Required security or fraud-prevention checks;
- Government restrictions or regulatory requirements;
- Airport or operational disruptions; or
- Events outside FareFrame’s reasonable control.
Where reasonably possible, FareFrame will communicate known delivery issues and available options to the customer.
17. Events Outside FareFrame’s Reasonable Control
FareFrame will not be responsible for delay in delivery or inability to deliver a requested service caused solely by events beyond its reasonable control, including:
- Flight delays, cancellations or operational changes made by an airline;
- Extreme weather events or natural disasters;
- War, civil unrest, strikes or public emergencies;
- Airport shutdowns or airspace restrictions;
- Government, immigration, health or border-control measures;
- Payment network, card-network or banking failures;
- Airline or supplier system outages;
- Internet or communication network interruptions; or
- Customer failure to provide timely or accurate information.
In such circumstances, FareFrame may assist customers with supplier-available options, alternatives, cancellations or refunds in accordance with the relevant policies and supplier rules.
18. Relationship Between FareFrame and Flying Getaway
Flying Getaway is a customer-facing travel brand owned and operated by FareFrame Travel Private Limited. Payments for eligible travel services may be collected by FareFrame Travel Private Limited through authorised payment channels.
Customers may enquire about, purchase or receive travel assistance through Flying Getaway. Where FareFrame collects payment or delivers the applicable service documents, FareFrame Travel Private Limited is the responsible legal entity for the applicable transaction, subject to these Terms and related policies.
Airlines and travel suppliers remain responsible for operating their services and controlling their fare, ticketing, cancellation, schedule, baggage and travel conditions.
19. Customer Support for Delivery-Related Queries
For questions relating to electronic ticket delivery, booking confirmation, itinerary documents, payment receipt delivery, missing confirmations or service fulfilment, please contact:
FareFrame 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 investigate efficiently, please include:
- Passenger name;
- Email address and phone number used during booking;
- Payment reference, where applicable;
- Travel route and travel date;
- Description of the document or confirmation not received; and
- Any payment or booking screenshot available to you.
20. Complaints and Grievance Redressal
If a customer believes that a paid service has not been properly delivered or that a delivery-related concern has not been resolved through normal support, the customer may raise a complaint through:
Grievance Redressal Email: support@fareframe.com
Phone: +91 87962 51351
FareFrame will make reasonable efforts to acknowledge and review service-delivery complaints promptly.
Resolution may depend on:
- Verification of the payment status;
- Confirmation of customer and passenger details;
- Airline or supplier response;
- Payment gateway or banking information;
- Nature of the requested service; and
- Any information required from the customer.
Nothing in this Policy prevents customers from exercising any rights available under applicable law or authorised payment-dispute mechanisms.
21. Changes to This Policy
FareFrame may update this Service Delivery Policy from time to time to reflect changes in its services, booking processes, payment methods, supplier procedures, customer-support practices or applicable legal and regulatory requirements.
Any revised version will be published on this page with an updated effective date.
For services already paid for or confirmed, the delivery terms communicated or applicable at the time of the transaction will ordinarily govern that transaction unless a change is required by applicable law or is more favourable to the customer.
22. Governing Law and Jurisdiction
This Service Delivery Policy shall be governed by and interpreted in accordance with the laws of India.
Subject to any mandatory consumer rights or dispute-resolution remedies available under applicable law, disputes arising out of or connected with this Service Delivery Policy shall be subject to the jurisdiction of the competent courts in Gurugram, Haryana, India.
23. Contact Us
For any questions about this Service Delivery Policy or the electronic delivery of your travel-service documents, please contact:
FareFrame 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
For general corporate or partnership enquiries:
General Email: hello@fareframe.com