Last Updated: November 25, 2023
At RugCheck, we understand that travel plans can change. This Refund Policy outlines the terms and conditions for refunds and cancellations when you book flights through our platform. Please read this policy carefully to understand your rights and obligations regarding refunds.
This Refund Policy should be read in conjunction with our Terms & Conditions. In case of any conflict between this Refund Policy and our Terms & Conditions, the Terms & Conditions shall prevail.
When you complete a booking through RugCheck, you will receive a booking confirmation email containing important details about your flight, including the airline's booking reference, flight details, and the applicable fare rules and restrictions.
It is your responsibility to review this information carefully, as it includes the specific terms regarding changes, cancellations, and refunds applicable to your booking.
For most flight bookings, we offer a 24-hour flexible booking policy that allows you to cancel your reservation without penalty, provided that:
Under this policy, you will receive a full refund of the ticket price, including taxes and fees. However, our service fee may still be non-refundable, as detailed below.
Important: Some airlines and special fares may be exempt from this 24-hour policy. The applicable terms will be clearly displayed during the booking process and in your booking confirmation.
Beyond the 24-hour flexible booking period, refund eligibility is primarily determined by the fare rules set by the airline. Different fare types have different cancellation and refund policies:
Refundable tickets generally allow for cancellation with a full or partial refund of the ticket price. However, these tickets are typically more expensive than non-refundable options. Even with refundable tickets, certain fees or penalties may apply.
Most discounted fares are non-refundable. If you cancel a non-refundable ticket, you typically will not receive a monetary refund. However, depending on the airline's policy, you may:
Some airlines offer flexible fare options that provide more favorable terms for changes and cancellations. These options typically have different refund rules and may be subject to lower penalties.
Note: Airline policies may change without notice, and special conditions may apply during exceptional circumstances (such as weather events, natural disasters, or public health emergencies). The specific terms applicable to your booking will be provided at the time of purchase.
When you book through RugCheck, we charge a service fee for using our platform. This fee compensates us for the services we provide, including search functionality, customer support, and booking management.
Our service fees are generally non-refundable, even if your flight is refundable under the airline's policy. However, we may refund our service fee in the following circumstances:
In all other cases, our service fee will be retained to cover our operational costs.
To request a cancellation and potential refund, please follow these steps:
For certain bookings, you may also be able to manage cancellations online through your RugCheck account.
Important: Some airlines require cancellations to be made directly with them. In such cases, we will direct you to the appropriate airline contact information.
If you are eligible for a refund, please note the following timeframes:
Refunds will be issued to the original payment method used for the booking. We cannot process refunds to a different payment method or person than the one used for the original purchase.
In some cases, you may receive a partial refund if:
The specific breakdown of any partial refund will be communicated to you during the cancellation process.
If you need to change your flight rather than cancel it entirely, different terms may apply:
Most airlines charge a change fee to modify your booking, plus any difference in fare between your original flight and the new one. These fees vary significantly between airlines and fare types.
In addition to the airline's change fee, RugCheck may charge a service fee for processing flight changes. This fee will be clearly communicated before you confirm any changes.
If your new flight costs more than your original booking, you will need to pay the fare difference. If the new flight costs less, the airline's policy will determine whether you receive a refund of the difference (many airlines do not refund the difference for non-refundable tickets).
If the airline significantly changes your flight schedule (typically by more than 2 hours), you may be entitled to:
The definition of a "significant" change varies by airline. We will assist you in understanding your options when such changes occur.
If your flight is cancelled by the airline, you are typically entitled to:
In cases of extraordinary circumstances beyond the airline's control (such as weather events, natural disasters, government actions, or public health emergencies), special policies may apply. These policies are set by the airlines and may limit refund options.
If you need to cancel due to illness or family emergency, most standard fare rules still apply. However, some airlines may offer goodwill exceptions with proper documentation (such as a medical certificate). We can help you submit such requests to the airline, though we cannot guarantee their outcome.
Due to the restrictive nature of most airline refund policies, we strongly recommend purchasing travel insurance that includes trip cancellation coverage. Travel insurance may provide reimbursement for non-refundable expenses when you need to cancel for covered reasons (such as illness, injury, or family emergency).
RugCheck offers travel insurance options during the booking process. The specific terms and conditions of the insurance coverage are provided by the insurance provider, not by RugCheck.
RugCheck offers a Price Protection Guarantee on select bookings. If the price of your exact flight drops after you book, we will refund the difference. This guarantee is subject to the following conditions:
Not all bookings qualify for Price Protection. Eligibility will be clearly indicated during the booking process.
If you are not satisfied with the handling of your refund request, please contact our Customer Resolution team at resolution@rugcheck.ca with your booking reference and details of your concern.
We aim to resolve all disputes fairly and in accordance with our policies and applicable regulations. If we cannot resolve your complaint to your satisfaction, you may have rights to pursue the matter through external dispute resolution mechanisms.
We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated policy will be posted on this page with a revised "Last Updated" date.
The refund terms that apply to your booking are those that were in effect at the time of your purchase.
If you have any questions about this Refund Policy or need to request a refund, please contact us at:
RugCheck
678 Tyrique Pines
New Ignaciofurt, BC C2L 4P2
Canada
Email: support@rugcheck.ca
Phone: +1 (734) 378-7943
Customer Service Hours: Monday - Friday, 9AM - 8PM EST; Saturday - Sunday, 10AM - 6PM EST