💳 Refund & Cancellation Policy – ETHIOFLY.COM

1. General Policy

ETHIOFLY is an Online Travel Agency (OTA). All flight tickets, refunds, cancellations, and changes are governed primarily by the rules and conditions of the respective airline.

By booking through ETHIOFLY, customers agree to be bound by both airline fare rules and ETHIOFLY administrative policies.

2. Refund Eligibility

• Refund eligibility is determined strictly by airline fare rules
• Some tickets may be non-refundable or partially refundable
• ETHIOFLY does not guarantee that all tickets are refundable
• Refund requests must be submitted via email support or the website refund request form

3. ETHIOFLY Administrative Fees

In addition to airline penalties, ETHIOFLY applies the following service fees:

Refund Processing Fee

USD 35 fixed administrative fee per ticket (where refund is permitted by the airline).

Cancellation Fee

USD 20 administrative fee per ticket, plus any airline-imposed penalties.

Date & Time Changes

• Subject to airline fare rules and availability
• USD 20 administrative fee per change
• Plus any airline fare difference and airline change penalties

4. Processing Time

Approved refunds are processed within 7 to 14 business days. Processing time may vary depending on the airline and payment processor.

5. Payment Method for Refunds

• Refunds are issued only to the original payment method used at booking
• Bank transfers or alternative methods are not supported unless required by law

6. No-Show Policy

If a passenger fails to show up for a scheduled flight without prior cancellation, the booking will be treated as a no-show. No-show refunds, if any, are governed strictly by airline rules. ETHIOFLY administrative fees will still apply where applicable.

7. Name Changes

Name changes are governed strictly by airline policies. Some airlines do not allow name changes after ticket issuance.

8. Special Circumstances

Medical cases, death, or force majeure situations are handled strictly according to airline rules. ETHIOFLY does not waive administrative fees unless required by airline policy or law.

9. Chargebacks & Disputes

• Customers should contact ETHIOFLY support before initiating a chargeback
• Unnotified chargebacks may result in processing delays
• ETHIOFLY reserves the right to provide booking and communication records to banks and card networks

10. Customer Support & Office Locations

Support Hours:
Daily: 9:30 AM – 9:00 PM (Local Time)

Office Locations:

• Addis Ababa – Bole Michael 6511
• Jigjiga – Rabeh, Floor 3

11. Agreement

By completing a booking on ETHIOFLY.COM, customers confirm that they have read, understood, and agreed to this Refund & Cancellation Policy, as well as the airline's fare rules and conditions.