Refund Policy

This Refund Policy applies to purchases made through SoftWave Travel, a trading name of SoftWave Global Limited (incorporated in the United Kingdom).

1. General Principle

Refund eligibility depends on the type of service and the rules of the underlying airline, hotel, package supplier, or immigration process. SoftWave Travel service / facilitation fees are separate from government or supplier charges.

2. Flights

• Refundable tickets follow the airline’s fare rules and may still incur airline or agency processing fees.
• Non-refundable tickets are generally not refundable except as required by airline policy or applicable law (for example involuntary cancellations).
• Taxes and unused coupons may be reclaimable only where the airline permits.

3. Hotels

Hotel cancellations follow the property’s free-cancellation window and rate conditions shown at booking. No-shows and late cancellations may be charged in full.

4. Travel Packages

Package refunds depend on deposit terms, supplier cancellation schedules, and how close the departure date is. Once non-refundable components are ticketed or confirmed, those portions may not be recoverable.

5. Visa Facilitation

• Government / embassy fees: Usually non-refundable once paid to the authority or VAC.
• SoftWave service fees: Refundable only if we have not started document review or submission, unless otherwise agreed in writing.
• Visa refusal by an immigration authority does not automatically entitle you to a refund of government or completed service fees.

6. Payment Failures & Duplicates

If a payment is charged in error or duplicated, contact us promptly with your receipt or M-Pesa / card reference. Verified duplicate charges will be refunded to the original payment method where possible.

7. How to Request a Refund

Email support@softwavetravel.com with your booking or application reference, payment proof, and reason for the request. We aim to acknowledge requests within 2 business days. Approved refunds are processed to the original payment method; banking timelines may vary (typically 5–14 business days).

8. Chargebacks

Please contact us before raising a chargeback so we can resolve the issue. Unfounded chargebacks may result in account restrictions and recovery of costs.

9. Contact

SoftWave Global Limited trading as SoftWave Travel
UK company number available on request / Companies House
Registered office: United Kingdom
Email: support@softwavetravel.com