Refund & Cancellation Policy
CANCELLATION AND REFUND POLICY
Effective Date: August 15, 2025
This Cancellation and Refund Policy ("Policy") is issued by Flight Express Travel Inc., operating under the brand name The Travel Connection (hereinafter referred to as "the Company," "We," "Us," or "Our"), and governs the terms and conditions under which a User may cancel or amend a reservation made through Our Services and the corresponding refund entitlements.
1. NATURE OF SERVICE AND AGGREGATOR DISCLOSURE
The Company's primary role is that of a reservation platform and aggregator. We facilitate the booking of vehicle rental services offered and supplied by independent, third-party vehicle rental companies and service providers ("Third-Party Rental Providers").
THIS POLICY MUST BE READ IN CONJUNCTION WITH THE TERMS AND CONDITIONS OF THE SPECIFIC THIRD-PARTY RENTAL PROVIDER.
The Company's liability for cancellation and refunds is strictly limited to the handling of the initial payment made to Us and the application of Our administrative fees. The fulfillment of the rental service, and the primary terms of cancellation and refund, remain the sole responsibility of the Rental Provider.
2. APPLICABILITY OF POLICIES
2.1. Dual Policies
Every reservation is subject to two distinct sets of policies:
- The Company's Policy (This Document): Governing the handling of the booking process, our administrative fees, and how we interact with the User's request.
- The Third-Party Rental Provider's Policy: Governing the specific fee structure, refund timeline, minimum notice period, and eligibility for refunds based on the rate type chosen by the User.
2.2. Governing Terms
In the event of any conflict between this Policy and the specific rate terms confirmed in your Booking Voucher, the terms stipulated in the Booking Voucher shall prevail regarding the amount and eligibility of the refund from the Rental Provider.
3. CANCELLATION POLICY
3.1. General Cancellation Procedure
All cancellation requests must be initiated by the User through the designated mechanism on the Site or by contacting Our customer service team. The cancellation is deemed effective only upon receipt by the Company of the User's explicit written confirmation and issuance of a cancellation reference number.
3.2. Cancellation Fee Structure
A cancellation fee may be comprised of two components:
- Company Administrative Fee: The Company reserves the right to charge a non-refundable administrative fee (which may vary based on the proximity of the cancellation to the scheduled pickup time) for processing the cancellation request and associated administrative costs. This fee is levied on all cancellations, irrespective of the Rental Provider’s refund terms.
- Third-Party Rental Provider Fee: The fee charged by the specific Rental Provider based on their own published terms.The fee charged by the specific Rental Provider based on their own published terms and the rate selected. This fee typically increases the closer the cancellation occurs to the scheduled start of the rental period.
3.3. Cancellation Timing and Implications
| Timing of Cancellation | Company Administrative Fee | Rental Provider Fee / Refund Eligibility |
|---|---|---|
| Within 24 Hours of Booking | May be waived or reduced, at the Company's sole discretion. | Often eligible for a full refund (less the Company's fee), but dependent on the specific Rental Provider’s policy. |
| Early Cancellation (e.g., > 48 hours before pickup) | Applicable and non-refundable. | May be eligible for a partial or full refund of the prepaid amount, as per the Rental Provider's terms. |
| Late Cancellation (e.g., < 48 hours before pickup) | Applicable and non-refundable. | Highly likely to result in forfeiture of a significant portion, or the entirety, of the prepaid amount, as dictated by the Rental Provider's policy. |
4. REFUND POLICY
4.1. Refund Eligibility
A refund is only granted for the prepaid portion of a reservation and is calculated as follows:
Refund Amount = Prepaid Amount - Rental Provider Fee - Company Administrative Fee.
If the total of the fees exceeds the Prepaid Amount, no refund will be issued.
4.2. Non-Refundable Items
The following items are generally non-refundable under all circumstances:
The Company's administrative fees for cancellation or amendment.
Any fees paid for optional extras (e.g., GPS, child seats) or specific insurance products, unless the cancellation occurs within a narrow window where the Rental Provider permits a full refund for these items.
Any pre-paid booking where the User fails to provide the required documentation (e.g., valid driver's license, credit card in the primary driver's name) at the time of pickup, resulting in the Rental Provider refusing to honor the booking.
4.3. "No-Show" Policy
If the User fails to appear at the designated rental location at the confirmed date and time, or fails to meet the Rental Provider's mandatory requirements (e.g., minimum age, necessary documents):
The reservation will be classified as a "No-Show".
The User will forfeit the entire prepaid amount for the reservation.
No refunds will be issued by the Company or the Third-Party Rental Provider for No-Shows.
4.4. Refund Processing
Initiation: Once the Company has confirmed eligibility for a refund, the Company will process the relevant amount back to the original form of payment used for the booking.
Timeline: Due to varying payment processor and bank processing times, refunds may take up to 10 to 14 business days from the date the Company initiates the refund process to be reflected in the User's account. The Company is not responsible for delays caused by the User's bank or credit card company.
Currency: All refunds will be processed in the original currency of the transaction. The Company is not responsible for any differences between the refund amount and the amount debited due to currency exchange rate fluctuations, or fees charged by the User’s bank or card issuer.
5. AMENDMENTS AND MODIFICATIONS
5.1. Amendment Fees
Any request to amend a confirmed reservation (e.g., change of date, location, or vehicle type) may be subject to a Company administrative amendment fee and any additional charges or fees levied by the Third-Party Rental Provider due to the change in booking details or rate.
5.2. Rate Adjustments
If a requested amendment results in a lower cost for the rental, the Company will process a refund for the difference, minus the Company administrative fee. However, if the amendment results in a higher cost, the User must pay the difference to secure the modified reservation.
5.3. Amendments Processed by Rental Provider
If a User makes amendments directly with the Rental Provider after the initial booking, the Company is not responsible for any resulting charges, fees, or changes to the refund eligibility.
6. DISPUTE RESOLUTION
Any disputes regarding the application or calculation of refunds must first be directed to the Company's Customer Service team. If a resolution cannot be reached, such disputes shall be handled in accordance with the Governing Law and Mandatory Arbitration clause set forth in the Company's primary Terms of Use and Service Agreement.
7. CONTACT INFORMATION
For all cancellation, amendment, or refund inquiries, please contact us:
Company Name: Flight Express Travel Inc.
Brand: The Travel Connection
Email: [email protected]
Phone: +1-843-321-4819
Mailing Address: 3625 SR 419, STE 250, Winter Springs, Florida, 32708, United States