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Refund and Cancellation Policy

Effective date: 2026-03-16

1. Scope

This policy applies to all booking transactions made through AviaFrame-powered booking channels operated by Consolidator Aviatech Limited (شركة توحيد أفياتيك المحدودة), CR 7040488483. It covers flight ticket cancellations, refunds, and change requests.

2. Airline Fare Rules

Refund and cancellation outcomes depend on the fare rules of the purchased ticket, which are set by the airline, not by AviaFrame. Fares are categorized as:

Fare TypeRefund Eligibility
Refundable fareEligible for refund minus applicable airline penalties and processing fees.
Partially refundable fareTaxes and surcharges may be refunded; base fare is not.
Non-refundable fareNo refund for cancellation. Only refundable taxes, if any, may be returned.

Fare conditions are displayed during the booking process before payment. Review them before completing your purchase.

3. How to Submit a Cancellation or Refund Request

  1. Email support@aviaframe.com
  2. Include: booking reference number, passenger full name, travel date, and reason for request.
  3. We will acknowledge your request within 2 business days.

4. Cancellation Timelines

  • Cancellation requests should be submitted as early as possible before the departure date to maximize refund potential.
  • Requests submitted after departure may result in reduced or zero refund, depending on the fare rules.
  • No-show at departure (without prior cancellation) typically results in forfeiture of the fare under restrictive fare rules.

5. Refund Processing

  • If a refund is approved, it will be returned to the original payment method (same card or bank account).
  • AviaFrame processes approved refunds within 5 business days of approval.
  • Additional bank/card network processing time: typically 3–10 business days depending on your bank and card type (Mada, Visa, Mastercard).
  • Airline penalties, agent processing fees, and non-refundable taxes will be deducted from the refunded amount as applicable.

Total time from refund approval to credit on your account: typically 5–15 business days.

6. Changes and Exchanges

Date, time, route, or passenger name changes are subject to:

  • Airline fare rules for the purchased ticket (change fees may apply).
  • Seat and fare availability on the new date/route.
  • Any fare difference between the original and new ticket.

To request a change, contact support@aviaframe.com with your booking reference and desired new itinerary details.

7. Non-Refundable Scenarios

  • Promotional or "special fare" tickets explicitly marked as non-refundable at time of purchase.
  • No-show situations under restrictive fare conditions.
  • Incorrect passenger details submitted during booking that prevent correction under the fare rules.
  • Payment processing fees are non-refundable in all cases.

8. Chargebacks and Disputes

We encourage customers to contact us at support@aviaframe.com before initiating a chargeback with their bank. We will cooperate fully with any legitimate payment dispute. Fraudulent chargebacks on successfully issued tickets may result in account suspension.