Introduction

At Bright Wings Travel, we understand that plans can change, and unforeseen circumstances may arise. Our goal is to provide our clients with as much flexibility as possible while ensuring clarity and transparency in our refund process. This Refund Policy outlines the conditions under which you may be eligible for a refund and the procedures for requesting one. It is designed to protect both our customers and our business, ensuring fair treatment for all parties involved.

We are committed to delivering exceptional travel services, and part of that commitment includes a fair and transparent refund policy. Whether you’re booking flights, hotels, or an all-inclusive travel package, this policy will help you understand how refunds are processed and the timelines involved. Our Refund Policy applies to all travel-related services booked through Bright Wings Travel, including flights, accommodations, tours, and other travel experiences.

This policy also ensures that our customers are fully informed about their rights, while also outlining the limitations and specific cases where refunds may not apply. We value your trust in us and want to ensure that any cancellation or refund process is smooth and without unnecessary complications.

As part of our commitment to customer satisfaction, we aim to address your concerns promptly, while also maintaining fairness in line with industry practices. Therefore, it is essential that you review this policy carefully before making any bookings, so you fully understand the terms and conditions governing cancellations and refunds. Should you have any questions or require clarification, our dedicated customer support team is always available to assist you.

General Refund Conditions

At Bright Wings Travel, we strive to provide flexibility for our customers while maintaining transparency around cancellations and refunds. The following general conditions apply to all refund requests across our services, including flights, accommodations, tour packages, and activities booked through our platform.

Eligibility for Refunds

Refunds are generally available under the following conditions:

• Cancellation Timeline: Refund eligibility largely depends on how far in advance the cancellation is made prior to the scheduled travel or service date. The closer the cancellation is to the departure or service date, the lower the refund amount.
• Service Type: Different services (flights, hotels, tours, etc.) have different refund terms based on the nature of the booking and the policies of third-party providers (e.g., airlines, hotel chains).
• Non-Refundable Services: Some services or bookings, such as certain flight tickets, accommodations, or tours, may be explicitly marked as non-refundable during the booking process. In such cases, refunds will not be issued.

Refund Percentage Based on Cancellation Date

Refunds for customer-initiated cancellations are typically calculated based on the date of cancellation relative to the scheduled travel or service date:

• 30 days or more before the travel date: Full refund, excluding any non-refundable fees (such as processing fees or third-party charges).
• 15 to 29 days before the travel date: Partial refund (typically 50-75% of the total cost).
• Less than 15 days before the travel date: No refund is available, except in exceptional circumstances, as noted in our “Special Conditions” section.

No-Show Policy

If a customer fails to show up for their scheduled travel or activity without prior notice or a valid reason, no refund will be issued. This policy applies to flights, hotel stays, tours, and other travel services where attendance is expected.

Administrative Fees

Refunds may be subject to administrative or processing fees to cover the cost of managing cancellations. These fees will be deducted from the total refund amount, and the customer will be informed of these charges at the time of the refund request.

Refund Limitations

Refunds may not be available for:

• Discounted or promotional bookings, which may have different refund policies.
• Third-party bookings such as insurance, government fees, or additional services that are governed by the third party’s refund policy.
• Non-refundable services such as specific airline tickets, last-minute bookings, or specialized accommodation packages.

Communication and Confirmation

All refund requests must be communicated through official channels, including email or direct contact with customer service. Once your cancellation request is received, our team will confirm the eligibility of your refund and process it accordingly. Any non-refundable services will be communicated to you at the time of booking to avoid misunderstandings.

Customer-Initiated Cancellations

We understand that plans can change, and you may need to cancel or alter your travel arrangements. At Bright Wings Travel, we aim to provide flexibility and transparency when it comes to cancellations. This section outlines the conditions under which customers can cancel their bookings and the corresponding refund eligibility.

A. Cancellation Timeline

Refunds for customer-initiated cancellations depend on how early you notify us prior to your scheduled travel date. Refund eligibility decreases the closer the cancellation is to the travel or service date:

• 30 days or more before the travel date:
  Cancellations made at least 30 days in advance are eligible for a full refund, minus any non-refundable fees (such as administrative or third-party provider fees).
• 15 to 29 days before the travel date:
  Cancellations made between 15 and 29 days prior to the travel date are eligible for a partial refund (typically 50-75% of the total booking amount). Non-refundable fees and charges will still apply.
• Less than 15 days before the travel date:
  Cancellations made within 14 days or less of the travel date are non-refundable, except in cases of emergencies (e.g., medical reasons, family emergencies) where documented proof is provided.

B. Refund Process for Cancellations

To initiate a cancellation and request a refund, customers must:

1. Contact Customer Service: Submit a formal cancellation request via email or through the designated customer service channels, providing details such as your booking ID, travel dates, and reason for cancellation.
2. Verification: Our team will review the cancellation request, verify eligibility, and calculate the appropriate refund based on the timeline and service type.
3. Processing Time: Once the cancellation is confirmed, the refund will be processed within 7-14 business days, depending on the payment method and any third-party provider timelines.
4. Non-Refundable Items: Certain elements of the booking, such as government fees, taxes, or non-refundable services, will not be included in the refund. These items will be clearly identified at the time of booking.

C. Emergencies and Special Considerations

In certain cases, such as medical emergencies, family crises, or unforeseen circumstances, Bright Wings Travel may provide additional flexibility. To qualify for refunds under these circumstances:

• Customers must provide documentation supporting the reason for cancellation (e.g., a doctor’s note, hospitalization records).
• We will assess each situation on a case-by-case basis to determine eligibility for refunds or travel rescheduling.

D. No-Show Policy

Failure to show up for a scheduled trip or service without prior cancellation will result in a forfeiture of the entire booking amount. No refunds will be issued for no-shows unless extenuating circumstances can be documented and approved by our team.

E. Partial Cancellations

In cases where customers cancel only part of their travel itinerary (e.g., one segment of a multi-part package), refunds will be processed based on the specific service(s) canceled. Partial cancellations may not always be eligible for a refund, depending on the service type and provider policies.

Bright Wings-Initiated Cancellations

While we strive to ensure that all bookings and services proceed as planned, there may be rare circumstances where Bright Wings Travel needs to cancel a service or booking. This section outlines the conditions under which Bright Wings may initiate a cancellation, the process for handling such cancellations, and the corresponding refund options available to our customers.

A. Conditions for Bright Wings-Initiated Cancellations

We may cancel a booking or service under the following circumstances:

• Operational Issues: In the event of unforeseen operational issues, such as a lack of availability of transport, accommodation, or service providers.
• Insufficient Participation: Certain tours or group activities require a minimum number of participants to proceed. If the required number is not met, the tour or activity may be canceled.
• Force Majeure Events: Circumstances beyond our control, including but not limited to natural disasters (earthquakes, hurricanes), political unrest, terrorism, pandemics, or other force majeure events, may lead to the cancellation of services.
• Service Provider Cancellations: If our third-party partners, such as airlines, hotels, or local tour operators, cancel their services, we may need to cancel the associated bookings.

B. Refund Options for Bright Wings-Initiated Cancellations

In cases where Bright Wings Travel cancels your booking, you will be offered one of the following options, depending on the circumstances:

1. Full Refund:
   If we cancel your booking due to any of the reasons outlined above, you will be eligible for a full refund of the amount you paid for the affected services. This includes refunds for flights, accommodations, tours, and other bookings made through Bright Wings Travel.
2. Rescheduling or Alternative Services:
   In some cases, we may offer the option to reschedule your trip or provide alternative services. For example, if a tour is canceled due to insufficient participation, we may offer to rebook you on the same tour at a later date or suggest a comparable tour. If you choose not to accept the alternative option, you will still be eligible for a full refund.

C. Notice of Cancellation

If Bright Wings Travel initiates a cancellation, we will make every effort to notify you as soon as possible. We will contact you via the email or phone number provided at the time of booking to explain the situation and offer available refund or rescheduling options.

D. Refund Process for Bright Wings-Initiated Cancellations

• Refund Timeline: Refunds for Bright Wings-initiated cancellations will be processed within 7-14 business days from the date of cancellation. We strive to ensure that all refunds are completed promptly.
• Method of Refund: Refunds will be credited back to the original payment method used at the time of booking. Depending on your payment provider or bank, it may take additional time for the funds to appear in your account.

E. Special Circumstances: Force Majeure

In the event of a force majeure event (such as natural disasters, pandemics, or political instability), Bright Wings Travel will make every effort to provide customers with a rescheduled trip or a full refund. However, there may be instances where partial refunds are issued if certain third-party costs (such as flights or hotel reservations) are non-refundable by the service providers.

Refunds for Specific Services

At Bright Wings Travel, we offer a variety of travel-related services, each with its own specific refund policies depending on the terms and conditions of the service provider (e.g., airlines, hotels, tour operators). This section outlines the refund policies for different services, ensuring transparency for our customers.

A. Flights

Refunds for flight bookings are subject to the airline’s specific policies, which can vary based on the fare class, ticket type, and airline’s terms.

1. Refundable Tickets:
   • Fully refundable tickets may be eligible for a full refund, minus any administrative fees, provided the cancellation occurs within the time frame allowed by the airline.
2. Non-Refundable Tickets:
   • Many discounted or promotional airfares are non-refundable. In such cases, no refund will be issued, but some airlines may allow the ticket to be rebooked for a later date, often with a change fee.
3. Partially Refundable Tickets:
   • Some tickets allow partial refunds depending on the airline’s cancellation policies and the time of cancellation. Change fees or a percentage of the total fare may be deducted.

Note: Refunds for flight bookings are processed in accordance with the specific terms provided by the airline at the time of booking. Any service charges, taxes, or other fees that are non-refundable will be communicated clearly during the booking process.

B. Accommodations

Refunds for hotel bookings vary depending on the hotel’s cancellation policy and the type of room or package booked:

1. Flexible Booking:
   • Hotel bookings with flexible cancellation terms can often be canceled for a full or partial refund if canceled within the designated period (e.g., 24-48 hours before check-in).
2. Non-Refundable Booking:
   • Some hotel bookings, especially promotional or discounted rates, are non-refundable. If you cancel a non-refundable booking, no refund will be issued.
3. Partially Refundable Booking:
   • For certain room types, a partial refund may be available if the booking is canceled outside of a specified period (e.g., 7 days before check-in).

Note: Some hotel refunds may exclude local taxes, service charges, or other fees which are non-refundable. These will be detailed at the time of booking.

C. Tours and Excursions

Refund policies for tours, excursions, and activities booked through Bright Wings Travel depend on the cancellation policies of the third-party operators we work with.

1. Full Refund:
   • Certain tours or excursions offer full refunds if canceled within a specified period (usually 48-72 hours before the scheduled tour date).
2. Partial Refund:
   • Some tours may offer partial refunds if canceled less than 48 hours before the scheduled start time. Any non-refundable fees, such as pre-paid tickets or service fees, will be deducted.
3. Non-Refundable Tours:
   • Some specialty or limited-availability tours are non-refundable once booked. This will be clearly stated at the time of booking.

D. Travel Packages

Refunds for all-inclusive travel packages (which may include flights, hotels, and activities) are typically subject to the most restrictive cancellation policy within the package:

1. Cancellation of Entire Package:
   • Full or partial refunds may be available depending on the specific cancellation terms of the airlines, hotels, and tour operators involved in the package. The most restrictive policy of any single element within the package will generally apply to the entire booking.
2. Partial Package Cancellation:
   • If you cancel only a part of the package (e.g., removing a tour but keeping the flight and hotel), the refund will depend on the individual service provider’s terms. Partial refunds are not always guaranteed.

E. Other Services

Additional services, such as travel insurance, car rentals, and visa processing, may have separate refund policies governed by the respective third-party providers:

Travel Insurance:

Travel insurance premiums are typically non-refundable once the policy has been purchased, regardless of whether you make a claim or not.

Visa Processing Fees:

Visa fees and related government charges are generally non-refundable, even if the visa application is denied.

Car Rentals:
Refunds for car rentals will be processed according to the rental company’s cancellation policy. Refundable and non-refundable options will be presented at the time of booking.

Non-Refundable Services

Certain services and products provided by Bright Wings Travel are designated as non-refundable. This section details the types of bookings and services that are explicitly non-refundable once confirmed. We aim to clearly communicate non-refundable terms during the booking process to ensure that customers are fully informed before making a purchase.

A. Non-Refundable Services at Booking

The following services are typically non-refundable, regardless of the time or reason for cancellation:

1. Discounted and Promotional Flights:
   Many airlines offer discounted or promotional fares that are non-refundable. These fares are clearly labeled as such at the time of booking. If you choose a non-refundable fare, no refund will be issued if you cancel your flight.
2. Non-Refundable Hotel Reservations:
   Some hotels offer special rates that are non-refundable in exchange for a lower price or promotional deal. These reservations cannot be refunded or changed once booked. The hotel’s cancellation policy will be clearly stated during the booking process.
3. Tour Packages with Non-Refundable Terms:
   Certain tours and excursions, especially those with limited availability or high demand, may be non-refundable once confirmed. This includes tours with advance ticket purchases for events or attractions that do not allow refunds.
4. Last-Minute or Specialty Bookings:
   Last-minute deals, as well as specialty bookings for peak travel periods, holidays, or high-demand events, are often non-refundable. These terms will be communicated clearly during the booking process.
5. Travel Insurance Premiums:
   Once purchased, travel insurance policies are typically non-refundable, regardless of whether you make a claim. Travel insurance covers various contingencies, but the premium itself is generally non-refundable.

B. Government Fees and Taxes

Fees paid to government authorities for services such as visa processing, border entry fees, and local tourism taxes are non-refundable. These charges are beyond the control of Bright Wings Travel and cannot be refunded once submitted.

C. Cancellation Fees

Certain service providers, including airlines and hotels, may charge cancellation fees, even if the booking itself is refundable. These fees are non-refundable and will be deducted from the total refund amount where applicable. In cases where a cancellation fee applies, it will be clearly communicated at the time of booking.

D. Non-Refundable Add-Ons

Additional services and products that are purchased alongside a main booking, such as travel protection plans, event tickets, or meal plans, may be non-refundable. These add-ons will be clearly marked as non-refundable at the time of purchase.

Transparency in Non-Refundable Services
We ensure that all non-refundable bookings and services are clearly identified during the booking process, so you can make informed decisions. If you have any questions about whether a service is refundable, we encourage you to reach out to our customer support team before finalizing your purchase.

Special Conditions for Refunds

While our general refund policy applies to most cancellations, there are specific scenarios where customers may be eligible for special consideration in the refund process. This section outlines the conditions under which exceptions can be made and provides clarity on how we handle unique or unforeseen circumstances.

A. Force Majeure Events

In cases of force majeure, where unforeseen events beyond anyone’s control disrupt travel plans, Bright Wings Travel may provide special refunds or rescheduling options. Force majeure events include, but are not limited to:

• Natural disasters: Earthquakes, floods, hurricanes, or other acts of nature that prevent safe travel.
• Political unrest: War, terrorism, or civil disturbances that impact travel safety.
• Global pandemics: Epidemics or pandemics that lead to government-imposed travel restrictions or safety concerns.
• Other emergencies: Any event considered an act of God that makes it impossible or unsafe to proceed with travel.

Refund or Rescheduling Options:

• Full or partial refunds may be offered depending on the specific situation, the policies of third-party providers (e.g., airlines, hotels), and the timing of the cancellation.
• Rescheduling options may be provided, allowing you to rebook your trip for a later date without incurring additional fees.

B. Medical Emergencies

In cases where a medical emergency prevents a customer from proceeding with their travel plans, Bright Wings Travel may offer special refunds or flexibility.

1. Customer Illness or Injury:
   If you are unable to travel due to sudden illness, injury, or hospitalization, we may offer a refund, depending on the service provider’s policies.
2. Family Emergencies:
   If a close family member falls ill or passes away, preventing you from traveling, special consideration may be given for refunds or rescheduling.

Required Documentation: To qualify for a refund due to medical or family emergencies, you will need to provide supporting documentation, such as:

• Doctor’s note or hospital records.
• Death certificate or other official documentation in the case of family emergencies.

C. Death or Family Crisis

In the unfortunate event of a death in the family or other serious family crises, we will handle refunds on a case-by-case basis. We understand the sensitivity of such situations and will work with you to determine the best course of action, whether that’s a refund or rescheduling.

D. Changes in Travel Regulations

If government regulations or travel advisories change in such a way that your trip is no longer feasible (e.g., new visa requirements, sudden travel bans), Bright Wings Travel will consider offering refunds or rebooking options in line with the policies of our service providers.

E. Special Travel Promotions and Discounts

Refunds for discounted or promotional bookings may be handled differently from standard bookings. Some special offers or deals may have stricter refund terms, and in some cases, promotional bookings may be non-refundable. These terms will be clearly communicated when you book a promotion or discounted trip.

Handling Special Requests with Care
At Bright Wings Travel, we understand that life can be unpredictable, and certain situations require flexibility. We evaluate all special refund requests with care and empathy, striving to balance fairness for both our customers and our business.

Refund Process and Timeline

At Bright Wings Travel, we strive to make the refund process as smooth and transparent as possible. This section outlines the steps to request a refund, how we handle refund requests, and the standard processing timelines involved. Our goal is to ensure that customers are informed and supported at every stage of the process.

A. Requesting a Refund

If you need to cancel your booking and believe you are eligible for a refund, the first step is to formally request a refund. Here’s how the process works:

1. Contact Customer Support:
   Reach out to our customer support team via email or phone to submit your cancellation and refund request. Please provide your booking details, including the booking ID, travel dates, and the reason for cancellation.
2. Provide Necessary Documentation:
   For refunds due to special conditions such as medical emergencies or force majeure events, you may be required to submit relevant documentation (e.g., a doctor’s note, proof of family emergency, or government-issued travel advisories).
3. Review and Confirmation:
   Once we receive your request, our team will review the eligibility of your refund based on the terms and conditions outlined in this policy. You will receive a confirmation email detailing the outcome of the review and the amount to be refunded, if applicable.

B. Refund Timeline

After your refund has been approved, the refund process will follow these standard timelines:

1. Refund Approval:
   Once your refund is approved, we will initiate the refund process within 7 business days. You will receive an email notification confirming the refund initiation and the amount to be refunded.
2. Payment Method:
   Refunds will be issued back to the original payment method used at the time of booking. If you paid using a credit card, debit card, or online payment service, the refund will be credited to the same account.
3. Bank Processing Time:
   While Bright Wings Travel processes refunds within 7 business days, please note that it may take an additional 5-10 business days for the funds to reflect in your account, depending on your bank’s processing times and policies.
4. Refund Tracking:
   You will be provided with a tracking reference for your refund once it is initiated. If you have any concerns or questions about the status of your refund, our customer service team will assist you.

C. Administrative Fees and Deductions

Certain refunds may be subject to administrative or processing fees. If applicable, these fees will be clearly communicated to you before the refund is processed. Any deductions, such as non-refundable taxes, fees, or service charges, will be itemized in your refund confirmation.

D. Exceptions and Delays

In rare cases, refunds may take longer than the standard processing times due to circumstances such as bank processing delays, verification requirements, or third-party provider policies. If there is a delay, we will inform you immediately and provide an estimated resolution timeline.

Commitment to a Smooth Process
We aim to make the refund process straightforward and hassle-free for our customers. Should you have any questions or need assistance at any point, please feel free to contact our customer support team for help. We are here to ensure that your refund request is handled with care and efficiency.

Refunds for Special Promotions and Discounts

At Bright Wings Travel, we frequently offer special promotions, discounts, and exclusive deals to provide our customers with excellent value on their travel experiences. However, due to the unique nature of these offers, refunds for promotional and discounted bookings are subject to specific terms and conditions. This section outlines how refunds are handled for bookings made under special promotions, sales, or discounts.

A. Refund Eligibility for Promotional Bookings

Refunds for promotional bookings or discounted offers may vary from standard refund policies. Please review the following conditions when making a promotional or discounted booking:

1. Non-Refundable Promotions:
   Certain promotions, especially those that offer significant discounts, are often non-refundable. These offers are final once the booking is confirmed, and no refunds will be issued for cancellations. The non-refundable nature of the promotion will be clearly stated at the time of booking.
2. Partial Refunds for Discounted Bookings:
   Some promotions or discounts may allow for partial refunds if cancellations occur within a specified period. The refund will be calculated based on the discounted amount, not the full original price of the service. The specific cancellation period and refund percentage will be detailed in the promotional terms.
3. Limited-Time Offers and Flash Sales:
   Bookings made during flash sales or limited-time promotions are typically non-refundable or subject to more restrictive refund terms. These bookings are often final and cannot be canceled or rescheduled.

B. Refunds for Bundled or Package Discounts

When booking travel packages that include bundled services (e.g., flights, accommodations, tours) at a discounted rate, the refund eligibility may depend on the most restrictive component of the package. For example:

• If the flight component of the package is non-refundable, this may limit the refundability of the entire package, even if the hotel or tour components are refundable.
• In cases of partial package cancellations, the refund will be calculated based on the specific service canceled, and the remaining services will be charged at their standard rates, not the bundled discount rate.

C. Seasonal and Holiday Promotions

Bookings made under seasonal promotions (e.g., New Year’s sales, Black Friday deals) may have stricter cancellation and refund policies. The refund eligibility for these bookings will be based on the specific terms communicated during the promotional period.

D. Refunds for Vouchers and Gift Certificates

If you have purchased or received a travel voucher or gift certificate as part of a promotion, refunds are generally not available. However, in some cases, the voucher’s value may be transferable to another booking, provided it is used within the specified validity period.

E. Promotional Codes and Discount Coupons

If a booking is made using a promotional code or discount coupon, and the booking is later canceled, the refund will only cover the amount paid, excluding the value of the promotional code or coupon. In other words, the discount will not be refunded, and any rebooking will be at the current price, without the promotional code.

Clarity in Promotional Refunds
All special promotions, discounts, and offers will have clearly stated refund terms at the time of booking. We encourage customers to carefully review these terms before finalizing their bookings. If you have any questions about how refunds work for a particular promotion, please reach out to our customer support team for clarification.

Changes to the Refund Policy

At Bright Wings Travel, we reserve the right to update or modify this Refund Policy as needed to reflect changes in our services, operations, or applicable laws and regulations. This section outlines how we handle changes to the refund policy and how customers will be informed of any modifications.

A. Periodic Review and Updates

We regularly review our Refund Policy to ensure it remains aligned with current industry practices and legal requirements. As our business evolves, updates may be necessary to accommodate new services, partnerships, or changes in the global travel landscape.

• Any changes to the Refund Policy will be made in line with our commitment to transparency and customer satisfaction.
• Updates may be implemented due to new legal or regulatory requirements, the introduction of new products or services, or adjustments to our refund processes.

B. Notification of Changes

When significant changes are made to the Refund Policy, we will notify customers in a timely manner through the following methods:

1. Email Notification:
   If you have an active booking or are a subscriber to our services, we will send a notification of any significant changes to the email address associated with your account. The email will outline the key updates and how they may affect your future bookings.
2. Website Notification:
   We will post a prominent notice on our website, detailing the changes to the Refund Policy and the effective date of those changes. The updated policy will be accessible via the website at all times.

C. Effective Date

Changes to the Refund Policy will take effect as of the date specified in the update notice. For active bookings made before the changes are implemented, the terms of the Refund Policy in effect at the time of booking will apply, unless otherwise required by law. Any new bookings made after the changes have been posted will be subject to the revised Refund Policy.

D. Customer Rights and Questions

If you have any questions or concerns about changes to the Refund Policy, our customer support team is available to assist you. We encourage you to review the updated policy when notified to ensure you understand the latest terms and conditions.

Staying Informed
To ensure you remain informed about how refunds are handled, we recommend reviewing our Refund Policy periodically or whenever changes are announced. Our goal is to provide full transparency, so you always understand your rights and options.

Disputes and Resolution

At Bright Wings Travel, we strive to ensure that our refund process is clear, fair, and satisfactory for all customers. However, we recognize that disputes may occasionally arise regarding refunds or cancellations. This section outlines the procedures for addressing disputes and the methods available for resolving them amicably.

A. Filing a Dispute

If you disagree with a refund decision or have concerns about the handling of your cancellation request, you may file a formal dispute with us. Here’s how to initiate the process:

1. Contact Customer Support:
   Reach out to our customer support team via email or phone, providing details of the dispute, including your booking information, the nature of the dispute, and any relevant documentation (e.g., cancellation confirmation, correspondence, receipts).
2. Provide Supporting Documentation:
   If applicable, provide any supporting evidence to help us evaluate your dispute. This may include medical records, proof of emergency, or any other relevant information.
3. Acknowledgment and Review:
   Once your dispute is received, our team will acknowledge receipt and conduct a thorough review of the case. We aim to resolve disputes promptly and fairly, with a goal of reaching an outcome within 10-15 business days.

B. Resolution Options

After reviewing your dispute, Bright Wings Travel will provide one of the following outcomes:

1. Resolution in Favor of the Customer:
   If your dispute is found to be valid, we may offer a full or partial refund, depending on the circumstances. In some cases, we may offer additional compensation, such as travel credits or discounts on future bookings.
2. Denial of the Dispute:
   If the review concludes that the original refund decision was correct and in line with our policy, we will provide a clear explanation for the denial. We will ensure that all relevant terms and conditions are communicated to you.
3. Alternative Resolution:
   In some cases, where both parties seek to find a middle ground, we may propose alternative resolutions, such as rescheduling the booking, offering travel credits, or providing partial refunds, even if the policy does not explicitly call for them.

C. Escalation and Mediation

If the dispute cannot be resolved through our internal process, you may choose to escalate the matter to third-party mediation or arbitration. We recommend mediation as a first step to reach an amicable agreement before pursuing legal action.

1. Mediation:
   Mediation services can help both parties reach a fair solution without resorting to formal legal processes. This option provides a neutral third party to facilitate the negotiation.
2. Legal Action:
   If a resolution cannot be reached through mediation or internal review, you may pursue legal action. However, we encourage customers to exhaust all internal and mediation options before taking this step.

D. Timeframe for Disputes

Disputes must be filed within 30 days of the refund or cancellation decision. After this period, disputes will no longer be eligible for review.

Commitment to Fairness
At Bright Wings Travel, we are committed to resolving disputes in a fair and timely manner. We encourage open communication to ensure that all concerns are addressed appropriately. If you have any questions about the dispute resolution process, please contact our customer support team for assistance.