Refund Policy

Introduction

At Parallel Frame, we understand that plans can change. This Refund Policy outlines the terms and conditions for refunds related to our travel services. We strive to provide fair and transparent refund procedures while balancing our commitments to travel suppliers and partners.

Please read this policy carefully before making a booking with us. By making a booking, you agree to be bound by the terms of this Refund Policy.

1. General Refund Terms

Our refund terms are designed to be fair to both our clients and our business operations. Please note the following general principles:

• Refund eligibility depends on when the cancellation is made relative to the departure date
• Different types of travel services (flights, accommodations, tours, etc.) may have different refund terms
• Special promotions and discounted bookings may have more restrictive refund policies
• Some service fees, including planning fees and booking fees, may be non-refundable
• Refunds are typically processed in the same form of payment used for the original transaction

2. Cancellation and Refund Schedule

The following schedule outlines our standard cancellation charges and refund amounts:

Important Notes:

• The day of departure is not included when calculating the cancellation period
• For group bookings (5 or more travelers), custom itineraries, and premium packages, additional or different cancellation terms may apply and will be specified at the time of booking
• Partial cancellations (e.g., one person in a group booking) will be calculated based on the specific costs associated with that portion of the booking

3. Service-Specific Refund Terms

3.1 Flights

Flight bookings are subject to the airline's own cancellation and refund policies. Many airlines offer non-refundable tickets or charge substantial fees for changes and cancellations. As your travel agent, we will:

• Communicate the airline's specific terms at the time of booking
• Assist you in requesting refunds from airlines when eligible
• Help you understand any credit or voucher options offered by the airline

Please note that our service fee for flight bookings is non-refundable, even if the airline provides a refund.

3.2 Accommodations

Hotel, resort, and other accommodation bookings typically have their own cancellation policies, which vary by property and rate type. These policies range from fully flexible (cancellation up to 24 hours before arrival) to non-refundable. We will:

• Clearly communicate the accommodation's specific cancellation policy before you confirm your booking
• Advocate on your behalf for refunds when applicable
• Attempt to negotiate with properties for partial refunds or credits in special circumstances

3.3 Tours and Activities

Guided tours, excursions, and activities may have different refund policies depending on the provider. Many specialized experiences require advance commitment and may have stricter cancellation terms. We will:

• Provide the specific cancellation terms for each tour or activity before booking
• Process refunds according to the provider's terms
• When possible, offer alternatives or rescheduling options instead of cancellation

3.4 Cruises

Cruise bookings typically have their own graduated cancellation schedules, often with stricter terms than our standard policy. Cruise lines may offer future cruise credits instead of monetary refunds. Specific terms will be provided at the time of booking.

3.5 Package Tours

For pre-designed package tours, our standard cancellation schedule applies unless otherwise specified. For custom-designed itineraries, cancellation terms may be adjusted based on the specific non-refundable elements included in your package.

4. Conditions for Refund Eligibility

To be eligible for a refund, you must meet the following conditions:

• The cancellation must be submitted in writing (email or letter) to Parallel Frame
• The cancellation request must include your booking reference number, travel dates, and reason for cancellation
• All cancellation requests must be made by the lead traveler on the booking
• You must comply with any documentation requirements for special circumstance refunds (see Section 5)
• All outstanding payments must be settled before a refund calculation can be processed

5. Special Circumstances

5.1 Cancellation Due to Force Majeure

In the event of force majeure circumstances that significantly impact your trip or make travel impossible or inadvisable, special consideration may be given. Force majeure events include:

• Natural disasters affecting your destination
• Significant political unrest or terrorist activities
• Pandemic or epidemic situations with official travel restrictions
• Government-issued travel warnings or advisories against travel to your destination

In these circumstances, we will:

• Attempt to reschedule your trip to a later date without additional fees when possible
• Negotiate with suppliers on your behalf for maximum refundable amounts
• Offer travel credits for future bookings if full refunds are not available
• Process refunds for any services we can recover from suppliers, minus a reasonable administration fee

5.2 Medical Emergencies

In cases of serious illness or injury that prevent travel, we may offer more flexible refund terms upon receipt of valid medical documentation. This documentation should:

• Be provided by a licensed medical professional
• Clearly state that travel is not recommended for the specific travel dates
• Be submitted as soon as possible after the medical issue arises

We strongly recommend comprehensive travel insurance to cover such situations, as our ability to provide refunds may still be limited by supplier policies.

5.3 Death of Traveler or Immediate Family Member

In the unfortunate event of death of a traveler or immediate family member (parent, child, sibling, spouse), we will work with you compassionately to:

• Provide the maximum possible refund
• Waive our own administration fees
• Assist with any travel insurance claims

Documentation may be required, and all such matters will be handled with the utmost sensitivity and discretion.

6. Refund Processing

6.1 Refund Timeframes

Once a refund has been approved, the processing time depends on several factors:

• Payment Method:
  • Credit/Debit Card: 7-14 business days after processing
  • Bank Transfer: 5-10 business days after processing
  • Payment Platforms (PayPal, etc.): 3-7 business days after processing
• Processing Time: We aim to process all refund requests within 30 days of approval, though this may take longer in complex cases involving multiple suppliers
• Supplier Refund Policies: When refunds depend on third-party suppliers, additional time may be required to receive and process these funds

6.2 Refund Method

Refunds will be processed using the same payment method used for the original booking whenever possible. In cases where this is not possible (e.g., expired credit card), we will contact you to arrange an alternative refund method.

6.3 Partial Refunds

When only a portion of a booking is eligible for refund, we will clearly communicate the breakdown of refundable and non-refundable components. Partial refunds will be processed according to the same timeframes as full refunds.

7. How to Request a Refund

To request a refund, please follow these steps:

1. Submit Written Request: Email [email protected] with the subject line "Refund Request - [Your Booking Reference]"
2. Provide Essential Information:
   • Full name of lead traveler
   • Booking reference number
   • Travel dates
   • Reason for cancellation
   • Contact phone number
3. Submit Supporting Documentation: If applicable, provide any documentation supporting special circumstance claims (medical certificates, death certificates, official travel advisories)
4. Confirmation: We will acknowledge your refund request within 3 business days
5. Assessment: Your request will be reviewed according to our policy and applicable supplier terms
6. Decision Communication: We will communicate the refund decision, including amount and expected timeframe

8. Travel Insurance

We strongly recommend purchasing comprehensive travel insurance at the time of booking. Quality travel insurance can provide coverage for many situations where our standard refund policy would not apply, including:

• Medical emergencies before or during travel
• Trip cancellation due to covered reasons
• Travel delays and interruptions
• Lost or delayed baggage
• Emergency evacuation

We can recommend appropriate travel insurance options, but the decision to purchase insurance and the choice of policy is ultimately your responsibility. Please review any insurance policy carefully to understand its coverage and exclusions.

9. Exceptions and Non-Refundable Items

The following items are typically non-refundable under any circumstances:

• Travel insurance premiums
• Visa application fees
• Planning and service fees as specified at the time of booking
• Booking amendment fees
• Travel documents delivery fees
• Any services already provided or partially provided

Additionally, certain promotional offers, flash sales, or specially marked packages may be sold on a non-refundable basis, which will be clearly indicated at the time of booking.

10. Disputes and Complaints

If you are dissatisfied with a refund decision, please follow these steps:

1. Contact our Customer Service team at [email protected] with a detailed explanation of your concern
2. Include your booking reference, relevant communications, and any supporting documentation
3. A senior manager will review your case and respond within 14 business days
4. If the matter remains unresolved, you may refer to the dispute resolution process outlined in our Terms & Conditions

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on our website with an updated "Last Updated" date. Changes to this policy will not apply retroactively to bookings made before the change date.

We encourage you to review this policy periodically to stay informed about our refund terms.

12. Contact Information

If you have any questions about this Refund Policy, please contact us at:

For urgent matters related to an upcoming trip, please contact our emergency assistance line at +448790555551.