Last updated: July 29, 2026. This Refund Policy explains ticket refunds versus Smart Trips service fees.
1. Overview
This Refund Policy explains how refunds, credits, and related requests are handled in connection with Smart Trips (smarttriips.com). Please read it carefully before contacting support.
Smart Trips primarily provides independent travel information and guidance. In most cases, we do not sell airline tickets directly. As a result, most airfare refund decisions are controlled by the airline or travel seller that issued your ticket—not by Smart Trips.
Effective date: July 29, 2026.
2. Important Distinction: Ticket Refunds vs. Smart Trips Fees
There are two separate categories of payments that travelers sometimes confuse:
- Airline / agency ticket charges — the airfare and related airline or OTA fees shown on your booking confirmation
- Smart Trips assistance fees — any separately disclosed service fee charged by Smart Trips for informational or assistance services (if applicable)
Ticket refunds follow airline and booking-provider rules. Smart Trips fee refunds, if any, follow the terms communicated at the time of service and the sections below.
3. Airline & Agency Ticket Refunds
For ticket refunds, changes, vouchers, or travel credits, you must contact the airline or the travel agency / online travel seller named on your confirmation. Fare rules typically determine whether a ticket is:
- Fully refundable
- Partially refundable subject to change or cancellation fees
- Non-refundable, with possible credit or no monetary refund
- Eligible for special relief due to airline cancellation, schedule change, or regulatory protections
Smart Trips can help you understand common refund pathways and what documents to prepare, but we cannot override an airline’s fare rules or force a carrier to issue a refund.
4. Situations That Commonly Affect Refund Eligibility
4.1 Passenger-initiated cancellations
If you cancel voluntarily, eligibility depends on your fare class, ticket conditions, and timing. Basic or promotional fares are often non-refundable. Flexible fares may allow refunds or free changes within stated windows.
4.2 Airline-initiated cancellations or major schedule changes
When an airline cancels a flight or makes a significant schedule change, travelers are often offered rebooking, a voucher, or a refund according to the airline’s policy and applicable consumer rules. Keep all notices from the airline.
4.3 No-show or missed flights
Missing a flight without canceling in advance frequently reduces or eliminates refund options. Contact the airline as soon as possible if travel plans change.
4.4 Third-party bookings
If you booked through an online travel agency or consolidator, refunds may need to be requested through that seller, even when the operating airline is different. Processing times can be longer than airline-direct bookings.
5. Smart Trips Assistance Fee Refunds
If Smart Trips charged a separate assistance or consultation fee, refund eligibility depends on the service description provided before payment and whether the agreed service was delivered.
As a general guideline:
- Fees for services already fully performed are typically non-refundable
- If a paid Smart Trips service was not delivered due to our error, we will review a refund or credit request in good faith
- Duplicate charges caused by technical error may be refunded after verification
- Airline ticket amounts are never refunded by Smart Trips unless we were the merchant of record for that ticket (which is uncommon)
6. How to Request Help With a Refund
To help us assist efficiently, email info@smarttriips.com or call +1 (888) 742-5697 and include:
- Full passenger name as shown on the ticket
- Booking / PNR / confirmation number
- Airline or agency name and ticket issue date
- Travel dates and route
- A clear description of the refund issue and any airline notices received
- Proof of payment for any Smart Trips fee you believe was charged in error
Incomplete requests may delay review. We may ask for additional documentation to verify the claim.
7. Review Timelines
Smart Trips typically acknowledges assistance-fee review requests within a reasonable business period after receiving complete information. Final outcomes depend on verification and the nature of the service.
Airline refund processing commonly takes additional time after approval by the airline or agency—often several business days to multiple weeks—depending on payment method and carrier procedures. Smart Trips does not control those timelines.
8. Chargebacks & Payment Disputes
If you dispute a charge with your bank or card issuer, we may pause support review until the dispute is resolved. We encourage you to contact us first so we can attempt a faster resolution.
Filing a chargeback for airline-ticket amounts with Smart Trips as the named merchant (when we are not) may delay your ability to recover funds from the correct seller. Always check the merchant name on your statement.
9. Non-Refundable Items
Unless required by law or expressly agreed in writing, the following are generally non-refundable:
- Completed informational consultations or guidance sessions
- Non-refundable airline fares and carrier-imposed penalties
- Third-party fees charged by airlines, airports, hotels, or agencies
- Taxes or government fees already remitted, except as returned by the collecting party
10. Currency
Any Smart Trips fees and refunds we process are handled in United States Dollars (USD), unless otherwise stated at the time of payment. Airline refunds may be issued in the currency of the original ticket purchase according to the airline’s or bank’s rules.
11. Changes to This Refund Policy
We may update this Refund Policy periodically. The effective date above will be revised when material changes are posted. Continued use of the website after updates constitutes acceptance of the revised policy where permitted by law.
12. Contact for Refund Questions
- Email: info@smarttriips.com
- Phone: +1 (888) 742-5697
- Website: smarttriips.com
- Company: 2389 Main St., Ste 100, Glastonbury, CT, 06033