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Refund Policy

Last updated: 28 September 2026

1. Flights

paxID OÜ sells flights as an online travel agency. That means:

• If your ticket cannot be issued. paxID holds the amount on your card when you press Pay and charges it only once the ticket is issued. If the ticket cannot be issued, the hold is released and nothing is charged. Your bank decides how fast a released hold disappears from your statement.
• Fare rules apply. Whether a ticket can be changed, cancelled, credited or refunded is determined by the airline's fare conditions and applicable law.
• Changes and cancellations you ask for. These follow the fare rules. Before you confirm, paxID shows you the airline's charges and the ticketing partner's charges. Name corrections and date changes are made through support, not in the app.
• The US 24-hour airline rule generally does not apply. The US airline 24-hour free-cancellation requirement applies to airlines, not to online travel agencies or other third-party ticket agents. paxID will tell you when a fare or promotion includes a free-cancellation window.
• Airline cancellations and significant changes. If an airline cancels or significantly changes your flight, paxID tells you. You can accept the airline's alternative, or ask for a refund to your original payment method.
• Flights to, from or within the United States. Refunds for cancelled or significantly changed flights follow the US Department of Transportation refund rules for ticket agents. For card payments, paxID refunds you within 7 business days after the airline confirms that you are eligible.
• Compensation and care from the airline. Under EU rules on flight delays, cancellations and denied boarding, compensation and care (such as meals or a hotel) are the airline's duty. paxID helps you claim them from the airline.
• Legally required refunds are honoured. Where applicable law requires paxID, the airline, or another merchant of record to provide a refund, we will process or assist with the required refund through the appropriate channel.
• Ancillary services. Bags, seats, priority boarding, meals and other extras follow the airline's rules and applicable law. Some fees may be refundable if the service is not provided; others may be non-refundable once confirmed.

2. paxID fees

• Service fee. When paxID charges one, it is per traveller and shown as its own line at checkout and on your receipt. It is refunded if the airline cancels or significantly changes your flight and you choose a refund. Otherwise it is non-refundable, except where the law requires otherwise.
• Booking fee. Charged once for the booking and shown as its own line at checkout and on your receipt. It is non-refundable, except where the law requires otherwise.
• No ticket, no fees. If your ticket cannot be issued, you are not charged anything, fees included.

3. Travel insurance

When paxID offers travel insurance, it is sold by a licensed insurance partner that takes the payment and handles claims and refunds under its policy terms. paxID does not collect insurance premiums, so insurance refunds come from the insurance partner.

4. Mobile data (eSIM)

paxID does not offer mobile data yet. When it launches, you pay for data from a prepaid balance that never expires. Within 14 days of a top-up, you can ask for the unused part of that top-up to be refunded to your original payment method. After that, the unused balance is refunded only if the eSIM has a fault we cannot fix, if paxID cannot provide the service, or where the law requires it. Refunds always go back to the original payment method. The balance can only be used for mobile data, cannot be transferred and cannot be exchanged for cash.

5. How to request a refund

Use support in the app or email [email protected] with your booking reference and a description of the issue. For flights, include the airline notice or reason for the cancellation or change where available. Urgent issues come first: travel within 24 hours, cancellations and tickets that could not be issued.

6. Processing

Approved refunds are returned to the original payment method where possible. Apart from the US rule above, timing depends on the airline, ticketing partner, payment provider, bank or card network. If the original payment method cannot receive a refund, we may offer another lawful refund method.

7. Chargebacks and disputes

If you dispute a payment with your bank, we may pause support or refund handling while the card-network process runs. Please contact us first where practical so we can investigate and resolve the issue faster.

8. Your statutory rights

Nothing in this policy affects mandatory consumer-protection, aviation, payment, telecoms or other statutory rights you may have under applicable law.