Our Refund Policy

This Refund Policy governs refund requests relating to service fees charged directly by NextStart Travel Assistance for our independent travel assistance services. It is important to understand what this policy does and does not cover:

NextStart Travel Assistance may charge a service fee for travel assistance provided to customers. Our fee structure is designed to be transparent and communicated clearly before any charge is applied.

Fee Transparency Commitment

• All service fees are disclosed to you clearly and upfront before assistance begins
• You will not be charged without your prior knowledge and explicit agreement
• Service fees are charged for the independent guidance and assistance provided — not for airline tickets, bookings, or any travel provider services
• Fees are non-transferable and apply only to the specific service request for which they were charged

A refund of NextStart Travel Assistance service fees may be considered in the following circumstances:

• Service Not Delivered: You were charged a service fee but our team did not provide the agreed assistance to you.
• Duplicate Charge: You were charged more than once for the same service request due to a technical or administrative error.
• Charge Without Consent: A service fee was applied to your account without your prior knowledge or agreement.
• Service Cancelled Before Commencement: You cancelled your service request before any assistance was provided and within the 7-day refund window.
• Technical Billing Error: An error in our billing system resulted in an incorrect charge being applied to your account.

Service fees charged by NextStart Travel Assistance are generally non-refundable once assistance has been provided. The following situations are not eligible for a service fee refund:

• Assistance was fully delivered by our team but the desired travel outcome was not achieved due to airline policies or availability
• You changed your mind about needing assistance after the service was provided
• The refund request was submitted more than 7 calendar days after the date of the service fee charge
• You provided inaccurate or incomplete information that affected the assistance we were able to provide
• The travel outcome you wanted was not achievable due to factors outside our control, such as airline decisions or fare rules
• You used the guidance provided by our team and subsequently took independent action that led to an unwanted outcome
• Dissatisfaction with the travel outcome where our service was appropriately delivered

NextStart Travel Assistance is an independent travel assistance service and has no authority over airline ticketing, fare refunds, or any financial transactions between you and an airline or travel provider.

For Airline Ticket Refunds

To request a refund for an airline ticket or booking fee, you must contact the relevant airline or travel provider directly through their official customer service channels. The refund eligibility and processing for airline tickets is governed solely by the airline's own policies, fare conditions, and terms of carriage.

Our team can provide general guidance on the typical airline refund request process, but we cannot initiate, accelerate, or guarantee any outcome from an airline refund request.

To submit a refund request for a NextStart Travel Assistance service fee, please follow the steps below:

1. Contact our refund team by emailing refunds@nextstarttravel.com within 7 calendar days of the date your service fee was charged.
2. Include your full name, the phone number or email address used when contacting our service, and the date of the service interaction.
3. Provide your refund reason clearly and in writing, including any relevant details about the service request and the issue you experienced.
4. Include any supporting information such as confirmation emails, reference numbers, or details of the charge you are disputing.
5. Wait for our review — our team will acknowledge your request within 2 business days and provide a decision within 5–7 business days.

Once a refund request is received and reviewed by our team, the following timeframes apply:

In some circumstances, NextStart Travel Assistance may offer a partial refund rather than a full refund of the service fee. Partial refunds may be considered where:

• Some but not all of the requested assistance was successfully delivered
• The service was partially completed before a cancellation request was received
• A billing error resulted in an overcharge rather than a full duplicate or erroneous charge
• Other circumstances where a full refund would not be equitable given the assistance provided

The decision to issue a full or partial refund rests with NextStart Travel Assistance and will be made fairly and transparently based on the specific circumstances of each case. Our team will clearly explain the basis for any partial refund decision communicated to you.

If you believe a charge applied by NextStart Travel Assistance is incorrect or unauthorised, we strongly encourage you to contact us directly before initiating a chargeback with your bank or payment provider.

Most billing disputes can be resolved quickly and directly through our refund process. Contacting us first gives us the opportunity to review your case and issue a refund where appropriate, without the need for a formal chargeback process.

Chargeback Policy

If a chargeback is initiated with your bank or payment provider before contacting our team, we reserve the right to provide your bank with evidence of the service provided, including records of communications and assistance delivered. Fraudulent or unwarranted chargebacks may affect your ability to use NextStart Travel Assistance services in the future.

If you have any questions about this Refund Policy, want to submit a refund request, or need clarification about a charge, please contact our dedicated refund support team using the details below:

We are committed to handling all refund requests fairly, transparently, and as promptly as possible. If you are unsatisfied with the outcome of your refund request, you may seek independent advice or escalate your concern to the relevant consumer protection authority in your jurisdiction.