Terms and Conditions
Booking Terms and Conditions
Holiday Asia (“us”, “we” and/or “our”) provides online travel booking services (including flight, hotel, and car hire) and other travel related services (the “Services”) to travellers throughout the world via our websites, apps, and other platforms (the “Platforms”).Our Services are provided by Holiday Asia, a public limited company incorporated (ASX:FLT) and registered in Australia with Australian Business Number (ABN) 23 103 704 589, and other entities that directly or indirectly control, are controlled by, or are under common control with Holiday Asia and referred to in these terms as “Holiday Asia”. You can find our details, including correspondence address and registered office, on our Company Details page. Please read the following "Booking Terms and Conditions" carefully, as they contain important information about your legal rights, remedies, and obligations. You must not make any booking unless you understand and agree with the following Booking Terms and Conditions. References to "you" and "your", in these Booking Terms and Conditions mean the customer.By making any booking, you agree to comply with and be bound by these Booking Terms and Conditions. These Booking Terms and Conditions apply to any bookings you make with us.We will rely on the authority of the person making the booking to act on behalf of any other traveller on the booking (regardless of whether other travellers have made separate payments) and that person will bind all such travellers to these Booking Terms and Conditions.
1. Passports & Visas:All travellers must have a valid passport for international travel and many countries require at least 6 months validity from the date of return and some countries require a machine-readable passport. For international travel bookings, you must let us know if you have less than 6 months validity on your passport or if you do not have a machine-readable passport. When assisting with an international travel booking, we will assume that all travellers on the booking have a valid passport and visa which is valid for the relevant destination, stopover and transit point(s). If this is not the case, you must let us know. It is important that you ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility (except to the extent caused by fault on our part). This includes any costs arising from being denied boarding by the airline or any other authority. If you need information regarding visas, passports and other travel document requirements for your trip, please contact us. We can provide you with general information only on visa and passport requirements that apply to international travel bookings you make with us. Our consultants can also obtain more specific information from an external visa advisory service provider on your behalf (if you wish, we can assist you to obtain visas through this external service and fees will apply). We do not warrant the accuracy or suitability of information provided by any external service provider and accept no liability for any loss or damage which you may suffer in reliance on it (except to the extent caused by fault on our part).
If you are travelling to the United States please see the ESTA website for important information regarding compulsory pre-registration for their visa waiver program ("ESTA"). If you are not an United States passport holder you will not be able to enter the United States without a valid ESTA (or visa). Please note, you may not meet the eligibility requirements of ESTA and may be required to obtain a visa.If you are travelling to Canada please see CIC for important information regarding compulsory electronic travel authorization for visa-exempt foreign nationals ("ETA"). If you are not a Canadian passport holders you will not be able to enter Canada without a valid ETA (or visa or permit) from 15 March 2016. Please note, you may not meet the eligibility requirements of ETA and may be required to obtain a visa or permit.We urge you to apply for an ESTA or ETA prior to booking an airfare if you have any concerns about whether or not you might be eligible for an ESTA or ETA.
2. Travel Documents:Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a travel service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable, and/or subject to cancellation and/or other change fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. Your name on your passport, visa and other travel documents must all be identical. An incorrect name on a booking may result in an inability to use that booking, the booking being cancelled, and the application of additional change and/or cancellation fees. Please review your travel documentation carefully and advise us immediately of any errors in names, dates or timings. You should retain your electronic record or you should print out and retain your travel documents as provided to you by our website (or in a follow up email we send you). Please ensure you retain the most up-to-date version.Holiday Asia relies on the contact information you provide to us during the booking process to deliver your travel documents. We will not be held liable for any costs arising from incorrect details being provided (this includes passenger names, and dates of birth) or for travel documents not being delivered due to junk or spam email inbox settings.Please ensure you read your travel documents carefully for details on baggage allowances as these can vary from airline to airline and country to country. Excess baggage (if your airline allows it) can be expensive and is your responsibility. We will not be liable for any expenses, fees, penalties, costs, liabilities, damages or losses associated with baggage allowances and excess baggage.
3. Travel Insurance:We strongly recommend that you take out appropriate travel insurance to cover your travel arrangements. We recommend that your insurance policy, as a minimum, provides cover for:• Cancellation costs;• Medical expenses;• Repatriation expenses;• Personal injury and accident costs;• Death;• Loss of personal baggage; • Personal liability expenses;Evidence of such insurances should be produced to Holiday Asia on request. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive. Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. Your travel consultant can provide general information to you about travel insurance. For details of the services that travel insurers provide, including a quote, please refer to the travel insurer's Financial Services Guide ("FSG")/Product Disclosure Statement ("PDS").
All other jurisdictionsHoliday Asia does not have any travel insurance products for other jurisdictions at this stage.
4. Health:You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel booking and ensure that you carry all necessary vaccination documentation. Whether any medical requests can be accommodated, including (without limitation) access to power, refrigeration and travelling with the use of mobility aids, is subject to the travel service provider in their sole and absolute discretion, and will often depend on a number of factors, including (without limitation) any modes of transport and local standards at the destination. All medical requests are beyond our control. While we will include all medical requests as a file note to the travel service provider, we cannot guarantee that your request will be accommodated. It is your responsibility to follow up with the travel service provider directly either at the destination or prior to travelling where possible.
5. Prices:Due to dynamic airline pricing and the use automated tools that can be outside our direct control to display fares and availability on our website, prices are subject to change without notice. Prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once your booking has been paid for in full by you and a valid ticket has been issued for each passenger on the booking. Price changes may occur because of other matters outside our control which increase the cost of the product or service. Such factors include, but are not limited to, adverse currency fluctuations, fuel surcharges, taxes, and airfare increases. Some product and/or service prices are "Instant Purchase" due to the dynamic pricing of products and/or services and constantly changing availability, and so can only be secured if paid for in full immediately when quoted (and even once paid for by you in full, a product and/or service price may not be able to be secured for you, because the price (e.g. an airfare) may become unavailable in the short time period between your payment being processed by us and our booking systems being able to make the booking for you due to availability or changes in the travel service provider's booking and yield management systems). If this occurs, we will notify you immediately and provide you with reasonable alternatives or a refund as soon as possible. We do not represent or warrant that our prices or any sale airfares are identical to or cheaper than any prices or sale airfares that might be available direct from the airline.In order to be able to provide the most competitive price for your flight we may book your travelling party over more than one reservation. The flight numbers, dates, times, and routes of each and all reservations will be the same. The reservations will also be linked to inform the airline who you are travelling with. If you are worried about being separated from your companion(s), please contact us so we can assist you in reserving specific seats where possible.
6. Financial Arrangements:We receive remuneration through commissions, financial incentives fees or payments, rebates and other means including transaction processing fees, merchant service fees or other payments or credits of a similar nature (together, "financial arrangements") from third party travel service providers, card issuers, credit providers, payment service providers and/or other suppliers/partners for booking travel and travel-related products and/or services on your behalf and/or for providing other products and/or services (including any credit) to you. We are entitled to retain and we are not required to account to you, for any such fees, payments or credits we may receive. We are not required by law to disclose the nature or value of these financial arrangements.
7. Our Change and Cancellation Fees:Subject to your refund and remedy rights under the Australian Consumer Law or any other consumer protection legislation, the following change or cancellation fees will apply per person, per booking in addition to supplier fees.If you wish to change or cancel flights, you must contact our service team. Any fees for such change or cancellation must be made via credit card and will attract the applicable credit card surcharge.These change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and advisory services to you, as well as processing and managing the changes to, or cancellation of, your booking.All bookings are made on your behalf subject to the terms and conditions imposed by the travel service provider. If, for example, a travel service provider's terms and conditions contain a "no refund policy", we will only be able to provide you with the remedy provided by the travel service provider (if any), which may include a travel credit supplied by the travel service provider.
8. Travel service provider Change and Cancellation Fees:Changed or cancelled bookings for any reason (including by reason of matters outside your or our control) may also incur travel service provider fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Travel service provider fees may also apply where a booking is changed for any reason and when tickets or documents are re-issued. Where we incur any liability for a travel service provider change or cancellation fee for any booking which is changed or cancelled for any reason, you agree to indemnify us for the amount of that fee. Where you seek a refund for a changed or cancelled booking for which payment has been made to the travel service provider, we will not provide a refund to you until we receive the funds from that travel service provider (which may take 12 weeks, or longer, dependent upon the supplier processing time). In the event we are still holding the funds, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider's change or cancellation policy.
9. Liability:To the extent permitted by law, neither Holiday Asia nor any of its related bodies corporate, directors, officers, employees, servants or agents accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law or other applicable consumer law and nothing in these Booking Terms and Conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth) or other applicable consumer law.
10. Special Requirements:Please contact us regarding any special requirements you may have for your travel arrangements such as special meal and seating requests, room type or disabled access.
11. Frequent Flyer or Other Loyalty Program:When booking please insert your frequent flyer details (or other applicable loyalty program details) in the space provided for inclusion in your booking. Please check your frequent flyer program (or other applicable loyalty program) for the specific terms of your membership. We cannot guarantee that the supplier of your frequent flyer or other loyalty program will credit you with points for your booking or provide you with any other particular benefit, including (without limitation) status credits or lounge access. It is your responsibility to check whether your booking is eligible for any such benefits.
12. Schedule Changes:All departure and arrival times on your flight ticket are provided by the airline and are estimates only. They may change due to air traffic control restrictions, weather conditions or operational requirements. We recommend that you contact the airline or visit the airline's website to confirm your scheduled departure time 24 hours prior to your flight. You should also confirm departure times for each onward flight. In the event of schedule changes, failure to reconfirm any sector of your itinerary may result in you needing to purchase a new flight.
13. Ancillary / Extras:Not all ancillaries are offered in all regions, all customers and/or all itineraries. Our webpage with display which ancillary products are available to you at the time of booking. Please review the terms and conditions for each ancillary that is applicable to you below.
14. Cancellation Protection:"Cancellation Protection" must be taken out at the time of booking.Cancellation must take place at least 48 hours before the first outbound journey is due to begin. No refund will be given if you cancel later than this.Cancellation Protection is valid only with a doctor's certificate sent to us within five working days of cancellation. The doctor's certificate must be completed by a doctor and must bear the name, contact telephone number and stamp of the doctor. A copy of the doctor's identification must be enclosed if no stamp is available. The doctor's certificate must state the examination date, examination results, diagnosis and the fact that you are unable to travel.No refund will be made if you do not turn up on time for your trip or if you have incorrect documents which mean that you cannot/are not allowed to travel.The refund will be credited to the Credit Card used for the travel booking purchase within 5-7 days of the refund requests approval by the airlineYou cannot cancel a partially flown or missed flight.Nothing in this guarantee affects your rights under Australian Consumer Law or similar legislation regarding statutory guarantees to the extent those rights cannot be excluded.Normal booking conditions and conditions of carriage (as per the applicable airline) apply in conjunction with these "Cancellation Protection" terms and conditions.In circumstances where we believe that a request for a refund does not fall within the scope of this guarantee, is fraudulent, misleading or deceptive, incorrect or is otherwise invalid, we may, in our absolute discretion, refuse a refund request. Please note any fraudulent refund requests will be immediately referred to the relevant authorities.
1. Passports & Visas:All travellers must have a valid passport for international travel and many countries require at least 6 months validity from the date of return and some countries require a machine-readable passport. For international travel bookings, you must let us know if you have less than 6 months validity on your passport or if you do not have a machine-readable passport. When assisting with an international travel booking, we will assume that all travellers on the booking have a valid passport and visa which is valid for the relevant destination, stopover and transit point(s). If this is not the case, you must let us know. It is important that you ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility (except to the extent caused by fault on our part). This includes any costs arising from being denied boarding by the airline or any other authority. If you need information regarding visas, passports and other travel document requirements for your trip, please contact us. We can provide you with general information only on visa and passport requirements that apply to international travel bookings you make with us. Our consultants can also obtain more specific information from an external visa advisory service provider on your behalf (if you wish, we can assist you to obtain visas through this external service and fees will apply). We do not warrant the accuracy or suitability of information provided by any external service provider and accept no liability for any loss or damage which you may suffer in reliance on it (except to the extent caused by fault on our part).
If you are travelling to the United States please see the ESTA website for important information regarding compulsory pre-registration for their visa waiver program ("ESTA"). If you are not an United States passport holder you will not be able to enter the United States without a valid ESTA (or visa). Please note, you may not meet the eligibility requirements of ESTA and may be required to obtain a visa.If you are travelling to Canada please see CIC for important information regarding compulsory electronic travel authorization for visa-exempt foreign nationals ("ETA"). If you are not a Canadian passport holders you will not be able to enter Canada without a valid ETA (or visa or permit) from 15 March 2016. Please note, you may not meet the eligibility requirements of ETA and may be required to obtain a visa or permit.We urge you to apply for an ESTA or ETA prior to booking an airfare if you have any concerns about whether or not you might be eligible for an ESTA or ETA.
2. Travel Documents:Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a travel service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable, and/or subject to cancellation and/or other change fees. Travel documents cannot be transferred to another person to use. All airline tickets must be issued in the name of the passport/photo identity holder. Your name on your passport, visa and other travel documents must all be identical. An incorrect name on a booking may result in an inability to use that booking, the booking being cancelled, and the application of additional change and/or cancellation fees. Please review your travel documentation carefully and advise us immediately of any errors in names, dates or timings. You should retain your electronic record or you should print out and retain your travel documents as provided to you by our website (or in a follow up email we send you). Please ensure you retain the most up-to-date version.Holiday Asia relies on the contact information you provide to us during the booking process to deliver your travel documents. We will not be held liable for any costs arising from incorrect details being provided (this includes passenger names, and dates of birth) or for travel documents not being delivered due to junk or spam email inbox settings.Please ensure you read your travel documents carefully for details on baggage allowances as these can vary from airline to airline and country to country. Excess baggage (if your airline allows it) can be expensive and is your responsibility. We will not be liable for any expenses, fees, penalties, costs, liabilities, damages or losses associated with baggage allowances and excess baggage.
3. Travel Insurance:We strongly recommend that you take out appropriate travel insurance to cover your travel arrangements. We recommend that your insurance policy, as a minimum, provides cover for:• Cancellation costs;• Medical expenses;• Repatriation expenses;• Personal injury and accident costs;• Death;• Loss of personal baggage; • Personal liability expenses;Evidence of such insurances should be produced to Holiday Asia on request. Insurance cover offered by credit card companies or reciprocal medical cover agreements are often not comprehensive. Travel insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel. Your travel consultant can provide general information to you about travel insurance. For details of the services that travel insurers provide, including a quote, please refer to the travel insurer's Financial Services Guide ("FSG")/Product Disclosure Statement ("PDS").
All other jurisdictionsHoliday Asia does not have any travel insurance products for other jurisdictions at this stage.
4. Health:You must ensure that you are aware of any health requirements and recommended precautions relevant to your travel booking and ensure that you carry all necessary vaccination documentation. Whether any medical requests can be accommodated, including (without limitation) access to power, refrigeration and travelling with the use of mobility aids, is subject to the travel service provider in their sole and absolute discretion, and will often depend on a number of factors, including (without limitation) any modes of transport and local standards at the destination. All medical requests are beyond our control. While we will include all medical requests as a file note to the travel service provider, we cannot guarantee that your request will be accommodated. It is your responsibility to follow up with the travel service provider directly either at the destination or prior to travelling where possible.
5. Prices:Due to dynamic airline pricing and the use automated tools that can be outside our direct control to display fares and availability on our website, prices are subject to change without notice. Prices are subject to availability and can be withdrawn or varied without notice. The price is only guaranteed once your booking has been paid for in full by you and a valid ticket has been issued for each passenger on the booking. Price changes may occur because of other matters outside our control which increase the cost of the product or service. Such factors include, but are not limited to, adverse currency fluctuations, fuel surcharges, taxes, and airfare increases. Some product and/or service prices are "Instant Purchase" due to the dynamic pricing of products and/or services and constantly changing availability, and so can only be secured if paid for in full immediately when quoted (and even once paid for by you in full, a product and/or service price may not be able to be secured for you, because the price (e.g. an airfare) may become unavailable in the short time period between your payment being processed by us and our booking systems being able to make the booking for you due to availability or changes in the travel service provider's booking and yield management systems). If this occurs, we will notify you immediately and provide you with reasonable alternatives or a refund as soon as possible. We do not represent or warrant that our prices or any sale airfares are identical to or cheaper than any prices or sale airfares that might be available direct from the airline.In order to be able to provide the most competitive price for your flight we may book your travelling party over more than one reservation. The flight numbers, dates, times, and routes of each and all reservations will be the same. The reservations will also be linked to inform the airline who you are travelling with. If you are worried about being separated from your companion(s), please contact us so we can assist you in reserving specific seats where possible.
6. Financial Arrangements:We receive remuneration through commissions, financial incentives fees or payments, rebates and other means including transaction processing fees, merchant service fees or other payments or credits of a similar nature (together, "financial arrangements") from third party travel service providers, card issuers, credit providers, payment service providers and/or other suppliers/partners for booking travel and travel-related products and/or services on your behalf and/or for providing other products and/or services (including any credit) to you. We are entitled to retain and we are not required to account to you, for any such fees, payments or credits we may receive. We are not required by law to disclose the nature or value of these financial arrangements.
7. Our Change and Cancellation Fees:Subject to your refund and remedy rights under the Australian Consumer Law or any other consumer protection legislation, the following change or cancellation fees will apply per person, per booking in addition to supplier fees.If you wish to change or cancel flights, you must contact our service team. Any fees for such change or cancellation must be made via credit card and will attract the applicable credit card surcharge.These change and cancellation fees reflect the reasonable, direct and indirect costs, time and effort incurred or involved in us providing booking and advisory services to you, as well as processing and managing the changes to, or cancellation of, your booking.All bookings are made on your behalf subject to the terms and conditions imposed by the travel service provider. If, for example, a travel service provider's terms and conditions contain a "no refund policy", we will only be able to provide you with the remedy provided by the travel service provider (if any), which may include a travel credit supplied by the travel service provider.
8. Travel service provider Change and Cancellation Fees:Changed or cancelled bookings for any reason (including by reason of matters outside your or our control) may also incur travel service provider fees, which can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Travel service provider fees may also apply where a booking is changed for any reason and when tickets or documents are re-issued. Where we incur any liability for a travel service provider change or cancellation fee for any booking which is changed or cancelled for any reason, you agree to indemnify us for the amount of that fee. Where you seek a refund for a changed or cancelled booking for which payment has been made to the travel service provider, we will not provide a refund to you until we receive the funds from that travel service provider (which may take 12 weeks, or longer, dependent upon the supplier processing time). In the event we are still holding the funds, we can only provide you with a refund once we are authorised by the travel service provider to process your refund, subject to that travel service provider's change or cancellation policy.
9. Liability:To the extent permitted by law, neither Holiday Asia nor any of its related bodies corporate, directors, officers, employees, servants or agents accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control, force majeure or any other event which is beyond our control or which is not preventable by reasonable diligence on our part. Our liability will also be limited to the extent that any relevant international conventions, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, limit the amount of compensation which can be claimed for death, injury, or delay to passengers and loss, damage and delay to luggage. Under circumstances where our liability cannot be excluded and where liability may be lawfully limited, such liability is limited to the remedies required of us under applicable law (including the Australian Consumer Law). This liability clause is subject to your rights under the Australian Consumer Law or other applicable consumer law and nothing in these Booking Terms and Conditions is intended to limit any rights you may have under the Competition and Consumer Act 2010 (Cth) or other applicable consumer law.
10. Special Requirements:Please contact us regarding any special requirements you may have for your travel arrangements such as special meal and seating requests, room type or disabled access.
11. Frequent Flyer or Other Loyalty Program:When booking please insert your frequent flyer details (or other applicable loyalty program details) in the space provided for inclusion in your booking. Please check your frequent flyer program (or other applicable loyalty program) for the specific terms of your membership. We cannot guarantee that the supplier of your frequent flyer or other loyalty program will credit you with points for your booking or provide you with any other particular benefit, including (without limitation) status credits or lounge access. It is your responsibility to check whether your booking is eligible for any such benefits.
12. Schedule Changes:All departure and arrival times on your flight ticket are provided by the airline and are estimates only. They may change due to air traffic control restrictions, weather conditions or operational requirements. We recommend that you contact the airline or visit the airline's website to confirm your scheduled departure time 24 hours prior to your flight. You should also confirm departure times for each onward flight. In the event of schedule changes, failure to reconfirm any sector of your itinerary may result in you needing to purchase a new flight.
13. Ancillary / Extras:Not all ancillaries are offered in all regions, all customers and/or all itineraries. Our webpage with display which ancillary products are available to you at the time of booking. Please review the terms and conditions for each ancillary that is applicable to you below.
14. Cancellation Protection:"Cancellation Protection" must be taken out at the time of booking.Cancellation must take place at least 48 hours before the first outbound journey is due to begin. No refund will be given if you cancel later than this.Cancellation Protection is valid only with a doctor's certificate sent to us within five working days of cancellation. The doctor's certificate must be completed by a doctor and must bear the name, contact telephone number and stamp of the doctor. A copy of the doctor's identification must be enclosed if no stamp is available. The doctor's certificate must state the examination date, examination results, diagnosis and the fact that you are unable to travel.No refund will be made if you do not turn up on time for your trip or if you have incorrect documents which mean that you cannot/are not allowed to travel.The refund will be credited to the Credit Card used for the travel booking purchase within 5-7 days of the refund requests approval by the airlineYou cannot cancel a partially flown or missed flight.Nothing in this guarantee affects your rights under Australian Consumer Law or similar legislation regarding statutory guarantees to the extent those rights cannot be excluded.Normal booking conditions and conditions of carriage (as per the applicable airline) apply in conjunction with these "Cancellation Protection" terms and conditions.In circumstances where we believe that a request for a refund does not fall within the scope of this guarantee, is fraudulent, misleading or deceptive, incorrect or is otherwise invalid, we may, in our absolute discretion, refuse a refund request. Please note any fraudulent refund requests will be immediately referred to the relevant authorities.