1) Scope and purpose
These Terms and Conditions (Refund and Cancellation) (the “Policy”) describe how Natural Flow Travel LLC (“Natural Flow Travel,” “we,” “us,” or “our”) handles customer cancellation requests and refund outcomes for travel services booked through us.
This Policy does not include travel insurer terms. Where travel insurance applies, the insurer’s policy and claims process may control.
2) Definitions
- T0 (Clock Start): The moment the customer signs or otherwise accepts the proposed travel itinerary after it is emailed.
- Valid cancellation channels (within 72 hours): Phone call, voicemail, email, or website change request form.
- Total package price: The final total including taxes and fees from vendors/suppliers.
- Payer of record / group leader: The person who made the payment and is listed as the payer.
3) How to request a cancellation
To request a cancellation, the customer must submit the request through one of the valid channels listed above.
For accurate processing, include:
- Booking reference number (if available)
- Traveler name(s)
- Payer of record name
- Requested effective cancellation date/time
4) Refund method and recipient
Unless otherwise required by law or payment processor rules:
- Refunds are issued to the original payment method (credit card or virtual cards such as Apple Pay/Google Pay/Samsung Pay).
- Refunds are issued to the payer of record / temporary group leader.
5) 72-hour guaranteed full refund
If a cancellation request is received within 72 hours of T0, the cancellation is eligible for a 100% refund, including any deposit paid to secure seats.
6) After 72 hours: internal review workflow
If a cancellation request is received after 72 hours of T0, Natural Flow Travel will process the request using an internal three-stage workflow:
- Confirm: Receive the request, capture the timestamp, and identify the requester and payer of record.
- Verify: Review booking components, supplier rules, payment method, and traveler status (including no-show and last-call status).
- Validate: Approve the outcome and refund amount (if any) and communicate the decision.
7) Supplier-refundable components (pass-through rule)
If any component of the booking is refundable under supplier terms (for example, a refundable fare purchased far in advance), then:
- We may refund only the supplier-refundable portion.
- The refund is a pass-through net amount after supplier penalties and fees, if applicable.
8) Voluntary upgrades and seat selection fees (non-refundable)
Fees paid for voluntary upgrades or selections are 100% non-refundable, including (without limitation):
- Seat upgrades
- Seat selection fees
- Seat change fees
This applies across air, ground, and sea transportation.
9) No-show and denial of boarding due to customer-caused issues
If a customer does not appear for travel (“no-show”), or is denied boarding due to customer-caused issues (including missing or invalid travel documents), the default outcome is no refund (100% loss).
10) Last call / doors closed / boarding ended (strict cutoff)
If the customer misses “last call,” or boarding has ended / doors have closed, the strictest rule applies:
- If the customer cannot board, the outcome is no refund (100% loss).
- We may offer a separate, paid assistance service for rebooking. Any rebooking starts a new workflow cycle.
11) After successful boarding: responsibility boundary
If the customer successfully boards and later requests changes (including seat changes or upgrades), those changes are subject to the transportation provider’s rules.
If the customer is removed (“kicked out”) after boarding for any reason, the outcome is no refund (100% loss). We may offer a paid assistance package, or the customer may choose another travel agency.
12) Partial refund bands (to be finalized)
For certain cancellations after the 72-hour period, partial refunds may apply based on timing and booking components. The calculation matrix is to be determined (TBD).
Current draft bands:
- Day 3–Day 7 after T0: Partial refund up to 50% (TBD calculation)
- Day 7–Day 14 after T0: Partial refund up to 25% (TBD calculation)
13) Important notes and limitations
- This Policy applies to refunds processed by Natural Flow Travel and does not replace supplier rules.
- Supplier penalties, non-refundable components, and timing constraints may reduce or eliminate any refund.
- We reserve the right to request documentation needed to verify identity, payer status, and booking details.
14) Contact
For cancellation requests and refund questions, please contact us through the cancellation channels listed in Section 2.
15) Updates
We may update this Policy from time to time. The version posted on our website is the version that applies at the time of your booking, unless otherwise required by law.