Refund policy

Effective date: September 4, 2026

This Return and Refund Policy applies to booked-flight-itinerary services purchased from ECOM EVO LLC, doing business as OnwardTicketFly.com. Our service is a personalized digital service that may begin shortly after payment. It does not include an airline ticket or airfare.

1. Please review before ordering

Before paying, confirm the passenger names, route, airports, travel dates, trip type, number of travelers, and contact details. Passenger names should match the relevant travel document. Because we may begin creating the reservation immediately, contact us at once if you notice an error.

2. Cancellation before work begins

You may request cancellation by emailing contact@onwardticketfly.com or messaging +1 (815) 910-0266 on WhatsApp with your order number. If we have not begun processing the personalized reservation, we will cancel the order and issue a full refund.

If processing has already begun, an airline or reservation record has been created, or the personalized document has been delivered, the order normally cannot be cancelled for a change of mind. This does not affect any non-waivable right provided by applicable law.

3. When a full refund is available

We will offer a full refund to the original payment method when:

we cannot create and deliver the booked itinerary you ordered and no reasonable alternative is accepted by you;
we cancel the order for an operational reason unrelated to fraud or prohibited use;
you were charged more than once for the same order and the duplicate charge is confirmed; or
the delivered service is materially different from the confirmed order and we cannot correct it within a reasonable time.

4. Corrections and modifications

If we made an error in the passenger or itinerary information, contact us promptly. We will correct our error at no additional charge where technically possible.

You may also request one reasonable modification within 24 hours after delivery. The request is included with your order and is subject to airline and reservation-system availability. Send the request with your order number to contact@onwardticketfly.com or WhatsApp +1 (815) 910-0266.

A modification request is not guaranteed. A different passenger, a substantially different itinerary, repeated changes, or a request made after the 24-hour window may require a new order and payment. If the requested change is unavailable, that alone does not make a correctly delivered original order refundable.

5. Non-refundable situations

Except where applicable law requires otherwise, a correctly prepared and delivered personalized itinerary is not refundable because:

you changed your mind or no longer need the document;
you entered an incorrect name, date, route, airport, email address, or other order information;
you request a change outside the 24-hour modification window;
an airline, embassy, consulate, visa center, immigration authority, border officer, bank, employer, or other third party does not accept the document;
a visa, boarding, entry, transit, or other application is refused;
the airline or reservation provider later changes, cancels, expires, or restricts the booking or its public verification;
you expected an issued airline ticket, e-ticket, boarding pass, or airfare, despite the service disclosure shown before checkout; or
the service was used or requested for fraud, impersonation, deception, prohibited resale, or another unlawful purpose.

6. Delivery issues

We normally aim to deliver within 15 to 45 minutes after receiving payment and complete information. This is a service target and can be affected by airline systems, reservation availability, security review, or high demand.

If you do not see the delivery notice, check your spam or junk folder and your Shopify order-status or customer-account order-details page. Then contact us with your order number. A missing email does not mean the document was not delivered if it is available securely in the order details, but we will help you access it.

If we have not delivered the service within a reasonable time and cannot provide a reasonable completion estimate or alternative, you may request cancellation and a full refund.

7. How to request a refund or modification

your order number;
the customer email address used at checkout;
whether you are requesting a cancellation, correction, modification, or refund; and
a brief explanation and any relevant screenshots.

Do not send full payment-card numbers, passwords, or unnecessary identity documents. We may ask for information needed to verify that you are the purchaser or an authorized representative.

8. Review and timing

We aim to acknowledge a complete request promptly and will review it fairly against this Policy and applicable law. If approved, a Shopify refund is issued to the original payment method. Your bank or payment provider may take approximately 5 to 10 business days, and sometimes longer, to post the credit. Processing time after we issue the refund is controlled by the payment provider.

We do not normally issue cash, wire, gift-card, or third-party-account refunds for an order paid through Shopify.

9. Chargebacks and unresolved concerns

Please contact us first so we can investigate a delivery or billing problem quickly. Nothing in this Policy prevents you from exercising lawful rights with your card issuer or consumer-protection authority.

10. Mandatory consumer rights

Nothing in this Policy excludes or limits a refund, cancellation, conformity, or other consumer right that cannot be waived under the law that applies to you. Where a mandatory rule conflicts with this Policy, the mandatory rule controls.

11. Contact

ECOM EVO LLC, doing business as OnwardTicketFly.com
1209 Mountain Road Pl NE, Suite R
Albuquerque, NM 87110, United States
Email: contact@onwardticketfly.com
WhatsApp/telephone: +1 (815) 910-0266