Last updated: July-08-2026
This Refund Policy explains when a refund is available for an Onward Sky order, how to request one, and how long it takes. It works alongside our Terms and Conditions and our Privacy Policy, and should be read together with both.
The short version: your reservation is final once it’s delivered correctly. A refund is available only if we failed to deliver what you paid for, such as a missing or unverifiable PNR, a duplicate charge, or an order we cancelled and couldn’t replace. Wanting a different airline, changing your mind, or a decision made by a border authority isn’t grounds for a refund. The full breakdown is in Section 5
1. Overview
Onward Sky provides temporary, verifiable flight reservations used as proof of onward travel. This policy sets out the limited circumstances in which a refund is available, and explains how corrections, cancellations, and disputes are handled.
This policy is part of the same agreement as our Terms and Conditions, so the two should always be read together. Terms already defined there, like PNR, reservation validity, or processing speed, mean the same thing here.
2. What You’re Paying For
When you place an order, you’re paying a service fee for the creation of a temporary flight reservation, not for an airline ticket. What you receive is a verifiable PNR: a real, temporary booking that airline staff and immigration officers can look up and confirm.
We select the airline, route, and cabin class based on what’s available with a verifiable PNR at the time of booking. Once we deliver that PNR, we’ve held up our end of the order. Preferring a different airline, routing, or departure time isn’t a fault in the service, so it isn’t grounds for a refund. This is covered in more detail in Section 3 of our Terms and Conditions.
3. Reservation Validity
Every reservation carries a validity window of 48 hours up to 14 days, set by the airline’s own reservation system rather than by us.
48 hours to 14 days: we provide the longest validity available when your order is placed, but the airline can shorten or otherwise adjust that window afterward. This is entirely at the airline’s discretion, not ours.
Once a reservation’s validity window has passed, it’s no longer refundable on that basis alone. Full details are in Section 5 of our Terms and Conditions.
4. Booking Corrections
Because a reservation lives inside a real airline system for a limited window, our ability to correct it afterward is naturally limited. This section sets out exactly what we can fix, and how quickly you need to ask.
4.1 What We Can and Can’t Correct
Every order includes one free correction, meant to fix a genuine mistake rather than redesign your trip.
We can correct:
- ✓ A spelling mistake in the passenger name
- ✓ One side of the route only, either the departure city or the arrival city
- ✓ The travel date
We can’t correct through this facility:
- ✗ The entire route
- ✗ The route and the date together
- ✗ The route and the name together
- ✗ A full replacement of the passenger’s name
- ✗ More than one of these changes at once
Anything on the second list is treated as a new booking rather than a correction, and you’ll usually need to place a fresh order instead.
4.2 How Quickly You Need to Ask
The window for requesting a correction depends on how long your reservation is valid for:
| Reservation Type | Correction Window |
|---|---|
| 48-hour validity | Must be requested within 48 hours of issuance, before the reservation itself expires |
| Extended validity (more than 48 hours, up to 14 days) | Must be requested between 48 and 60 hours after issuance, even though the reservation stays valid for longer |
Why the window closes early on longer bookings: even when a reservation stays valid for up to 14 days, airline systems only allow a correction shortly after the booking is first issued. Once that early window closes, the PNR itself can no longer be edited, regardless of how much validity time is left.
Outside these windows, we’re no longer able to apply a correction to your existing PNR, and placing a new order is usually the simplest way forward.
4.3 Booking Close to Your Travel Date
Important — booking close to your travel date: if your travel date falls only a day or two after you place your order, the standard correction windows in Section 4.2 may not apply. Instead, the airline’s own holding policy at the time of issuance decides both your reservation’s validity and whether a correction is possible at all. If you’re ordering close to your travel date and think you might need a correction, contact us before you book so we can set the right expectations upfront.
4.4 Changes Beyond the Free Correction
One correction is included with every order. Anything beyond that, including changes outside the categories in Section 4.1, may be arranged at our discretion, either for a small additional fee or as a new order, depending on what’s practical for your booking.
5. Refund Eligibility
All sales are final, with limited exceptions. A refund is available only for the specific service failures listed below. If your situation isn’t listed here, it generally isn’t refundable, even if it’s frustrating.Refund eligibility at a glance
| Eligible for a Refund | Not Eligible for a Refund |
|---|---|
| Non-delivery: your reservation was never sent to the email address you provided Verification failure: your reservation isn’t verifiable on the airline’s system within the validity window we advertised Duplicate charge: you were billed more than once for the same order Cancelled by us: we cancelled your order before delivery and couldn’t provide a replacement Confirmed technical failure: a fault on our end stopped your reservation from being delivered | A preference for a different airline, route, stop count, or departure time A boarding refusal, immigration refusal, or any other decision made by an airline or a border authority Choosing not to use a reservation that was delivered correctly A change in your travel plans after delivery Errors in the information you gave us at checkout The expiry of a reservation once its airline determined validity window has passed A correction request submitted outside the windows in Section 4.2 |
If you selected a future delivery date at checkout, the non-delivery ground applies from that date, not from the date you placed your order.
6. How to Request a Refund
If your situation matches one of the eligible grounds above, here’s how to request a refund:
- Email us at [email protected] with “Refund Request” and your order number in the subject line
- Include the full name and email address used on your order
- Briefly describe which refund ground from Section 5 applies, and attach any supporting screenshots if you have them
- We’ll check your case against our delivery and verification records and get back to you
Important: approved refunds always go back to the original payment method used at checkout. We’re not able to send a refund to a different card, account, or payment method.
7. Refund Processing Times
Refund approved: credited to your original payment method within 5 to 10 business days.
Approved but still pending: if it’s been more than 15 business days since approval, contact us and we’ll follow up with the payment processor on your behalf.
8. Chargebacks
Please contact us before opening a chargeback. If we’ve delivered a verifiable reservation as promised, initiating a chargeback instead of contacting us directly is treated as an improper dispute, and we’ll provide our delivery and verification records to your payment provider to contest it.
Reaching out to us directly is almost always faster than a chargeback, and it’s the only route that can actually fix a genuine problem with your order. This mirrors the chargeback provision in our Terms and Conditions, and both should be read together.
9. Order Cancellations
Before we start processing: contact us right away. Depending on how far along your order is, we may be able to cancel it and issue a refund at our discretion.
After processing or delivery: once your PNR has been delivered, cancellation is no longer discretionary. A refund only applies if your situation matches one of the grounds in Section 5.
Important: if we cancel your order ourselves before delivery because of suspected fraud or misuse, that situation is covered separately in Section 17 of our Terms and Conditions rather than by this section.
10. Dispute Resolution
Any dispute about a refund follows the same process described in our Terms and Conditions: contact us first, and if the matter can’t be resolved informally, it falls under the exclusive jurisdiction of the courts of New Delhi, India.
11. Changes to This Policy
We may update this policy from time to time to reflect changes in our services or in applicable law. The “Last updated” date at the top of this page always shows the current version. Continuing to use our services after an update means you accept the revised policy.
12. Contact Us
Onward Sky
New Delhi, India
Email: [email protected] , [email protected]
We aim to respond to inquiries within 48 hours.
This policy should be read together with our Terms and Conditions and Privacy Policy.