Refund Policy

The information provided in this Refund Policy is intended as a general statement of our practices and procedures. It serves as a clear framework for our service terms but does not constitute legal advice. Laws regarding consumer rights, cancellations, and refunds vary by jurisdiction, including regulations in Hong Kong and other regions where our customers reside. We recommend consulting a qualified legal professional to ensure this policy fully complies with all applicable laws and regulations relevant to your business operations.

Introduction
 

This Refund Policy explains the terms and conditions under which refunds, credits, or adjustments may be issued for services provided by Gigway Travel, an online bespoke travel service registered in Hong Kong.

Due to the nature of travel services — which involve bookings made with third‑party suppliers such as airlines, hotels, transport operators, and tour providers — our policy follows both our own service terms and the rules set by those service providers.

1. Our Service Fees

• Consultation & Planning Fees: Any fee charged for itinerary design, consultation, or planning work is non‑refundable once we have started preparing your travel arrangements. This covers the time, research, and expertise invested in creating your custom plan.

• Administration Fees: Processing, booking, and service administration fees are generally non‑refundable, as these costs are incurred regardless of whether travel proceeds.

2. Refunds for Bookings & Travel Services

All travel services (flights, accommodation, tours, tickets, transfers, etc.) are subject to the terms and conditions of the individual supplier. We act only as an intermediary to arrange these services on your behalf.

✅ When refunds may be possible

• If the supplier offers a refund or credit under their own cancellation policy, we will process this for you once we receive the funds from them.

• If we are unable to confirm or provide the service you requested due to an error on our part, we will offer a full refund of the amount paid for that specific service.

• If a service is cancelled by the supplier or by us due to unforeseen circumstances, we will apply the supplier’s rules and assist you in obtaining any available refund, credit, or alternative arrangement.

❌ When refunds are generally not available

• If you cancel or change your booking after the supplier’s deadline has passed, or after the service is confirmed as non‑refundable / non‑changeable at the time of booking.

• If you fail to show up for your travel arrangements or miss your scheduled departure.

• If you cancel due to personal reasons, change of mind, or circumstances not covered by the supplier’s policy.

• If you do not hold valid travel documents (passport, visa, etc.) and are denied travel — this does not qualify for a refund unless the supplier explicitly agrees.

3. Timeframes & Processing

• Request Period: All refund requests must be submitted in writing to us within 30 days of the original travel date or the date of cancellation.

• Processing Time: Once we receive confirmation and funds from the supplier, we will process your refund within 7–14 working days. Please note that it may take an additional 5–10 working days for the amount to appear in your account, depending on your payment provider or bank.

• Method of Refund: Refunds will be issued using the same payment method originally used for the transaction, unless otherwise agreed in writing.

4. Partial Refunds & Credits

In many cases, suppliers do not offer full refunds but instead provide travel credits, vouchers, or future booking allowances. Where this is the only available option, we will pass this credit to you and assist you in using it for future travel.

If a partial refund is approved by the supplier, we will deduct any applicable fees, penalties, or service charges before processing the amount due to you.

5. Force Majeure

We are not liable to provide refunds or compensation if travel is disrupted, delayed, or cancelled due to events beyond our reasonable control, including but not limited to: natural disasters, pandemics, government restrictions, strikes, airline or operator failures, border closures, or security incidents.

In such cases, we will work with you and the relevant suppliers to secure the best possible outcome, such as rebooking, credit, or partial refund where available under the supplier’s terms.

6. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised “last updated” date. Changes apply only to bookings made after the updated date takes effect.

7. How to Request a Refund

If you believe you are eligible for a refund or have questions regarding your booking, please contact us:

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Please include your booking reference number, travel dates, and reason for your request so we can assist you promptly.