1. Introduction
At RugCheck, we understand that travel plans can change. This Refund Policy outlines the terms and conditions for cancellations, changes, and refunds for flight bookings made through our platform. Please read this policy carefully before making a booking.
It's important to note that RugCheck is a flight search aggregator that connects you with airlines and travel providers. When you book a flight through our platform, you enter into a contract with the airline or travel provider, not with RugCheck. As such, refund eligibility is primarily determined by the airline's fare rules and policies.
This policy explains our role in the refund process, the general policies that apply to bookings made through RugCheck, and how to request a refund or change to your booking.
2. Key Terms
Before we explain our refund policies, it's important to understand these key terms:
- Airline Fare Rules: The specific terms and conditions set by the airline for each ticket type, including cancellation and change policies.
- Refundable Ticket: A ticket that permits a full or partial refund if cancelled, typically more expensive than non-refundable tickets.
- Non-refundable Ticket: A ticket that does not permit a refund if cancelled, though some value may be applied to future travel depending on airline policies.
- Change Fee: A fee charged by the airline to modify your booking (e.g., date, time, or route changes).
- Service Fee: A fee charged by RugCheck for processing your booking or handling refund/change requests.
- Force Majeure: Extraordinary circumstances beyond reasonable control (e.g., natural disasters, government actions, etc.).
3. General Refund Policies
3.1 Airline-Specific Policies
Refund eligibility and terms are primarily determined by:
- The airline's fare rules for your specific ticket
- The airline's refund policies
- The timing of your cancellation request
These policies vary significantly between airlines and fare types. The specific fare rules applicable to your booking will be displayed during the booking process and included in your booking confirmation.
3.2 RugCheck Service Fees
Please note that RugCheck charges service fees for facilitating your booking. These service fees are separate from the airline fare and are generally non-refundable, even if your flight is eligible for a refund under the airline's policies.
- Standard Service Fee: Non-refundable in most circumstances
- Premium Service Fee: Partially refundable if cancellation is made within 24 hours of booking
4. Cancellation and Refund Eligibility
4.1 24-Hour Flexible Booking Policy
For most flights departing from Canada and the United States:
- You may cancel your booking within 24 hours of purchase for a full refund (including RugCheck service fees) if:
- The booking was made at least 7 days prior to the scheduled departure date
- The booking was made directly through RugCheck (not via a third-party partner)
- This policy applies regardless of the airline's own refund policy and is in compliance with transportation regulations.
4.2 Refundable Tickets
If you purchased a refundable ticket:
- You may cancel your booking and receive a refund according to the airline's refund policy for that fare type
- Refunds typically include the fare and taxes, minus any applicable airline cancellation fees
- The RugCheck service fee is generally non-refundable
4.3 Non-Refundable Tickets
If you purchased a non-refundable ticket:
- The ticket price is generally not refundable if you cancel your booking
- Some airlines may offer a partial credit for future travel, minus a cancellation fee
- Taxes and fees may be refundable depending on the airline's policy
- The RugCheck service fee is non-refundable
4.4 Special Circumstances
Refunds may be available in certain special circumstances, including:
- Flight Cancellation by the Airline: If the airline cancels your flight, you are generally entitled to a full refund, including refundable taxes and fees.
- Significant Schedule Change: If the airline makes a significant change to your flight schedule (typically 2 hours or more), you may be eligible for a refund.
- Death or Serious Illness: In case of death or serious illness of the passenger or an immediate family member, some airlines may offer a refund or waive change fees with appropriate documentation.
- Travel Insurance: If you purchased travel insurance, you may be covered for cancellations due to specified reasons. Please refer to your insurance policy for details.
5. Flight Changes
5.1 Voluntary Changes
If you need to change your flight date, time, or route:
- Change fees and fare differences will apply according to the airline's policy
- Changes must be made prior to the scheduled departure of your original flight
- RugCheck will charge an additional service fee for processing flight changes
- Change fees vary by airline, route, and fare type, ranging from $50 to $300 or more
5.2 Same-Day Flight Changes
Some airlines offer same-day flight change options:
- Available for flights on the same day and route
- Typically subject to a reduced change fee (approximately $25-$75)
- Subject to seat availability on the new flight
- Must be requested at least 1-2 hours before the original departure time (varies by airline)
5.3 Involuntary Changes
If the airline changes your flight schedule:
- Minor changes (less than 2 hours): You may accept the new schedule or request a different flight with the same airline at no additional cost, subject to availability
- Significant changes (2 hours or more): You may accept the new schedule, request a different flight, or request a refund
6. How to Request a Refund or Change
6.1 Refund Requests
To request a refund for your booking:
- Contact our customer support team at support@rugcheck.ca or call +1 (646) 551-1443
- Provide your booking reference number and the reason for your refund request
- Our team will review your request and check the applicable airline policies
- We will process eligible refunds through the original payment method
Please note that refund processing times depend on the airline and your payment provider, typically taking 7-14 business days after approval.
6.2 Change Requests
To request a change to your booking:
- Contact our customer support team at support@rugcheck.ca or call +1 (646) 551-1443
- Provide your booking reference number and the details of your requested change
- Our team will check availability and applicable fees
- If you approve the change fees and any fare difference, we will process the change
- You will receive a confirmation email with your updated itinerary
6.3 Required Documentation
For certain refund requests, additional documentation may be required:
- Medical emergency: Doctor's note or medical certificate
- Death in the family: Death certificate or obituary
- Jury duty or military orders: Official documentation
- Other circumstances: Relevant supporting documentation
7. Airline-Specific Policies
Below is a general overview of refund and change policies for major airlines we partner with. These are subject to change and may vary by fare type, route, and other factors.
7.1 Air Canada
- Refundable Fares: Full refund minus a processing fee
- Non-refundable Fares: No refund; credit for future travel minus change fee
- Change Fee: $50-$150 for domestic flights, $150-$300 for international flights
- Same-day Change: $50 fee, subject to availability
7.2 WestJet
- Refundable Fares: Full refund minus a processing fee
- Non-refundable Fares: No refund; credit for future travel minus change fee
- Change Fee: $45-$95 for domestic flights, $95-$150 for international flights
- Same-day Change: $40 fee, subject to availability
7.3 Porter Airlines
- Refundable Fares: Full refund minus a processing fee
- Non-refundable Fares: No refund; credit for future travel minus change fee
- Change Fee: $55-$105 for domestic flights, $105-$135 for international flights
- Same-day Change: $60 fee, subject to availability
7.4 Air Transat
- Refundable Fares: Full refund minus a processing fee
- Non-refundable Fares: No refund; credit for future travel minus change fee
- Change Fee: $40-$85 for domestic flights, $85-$125 for international flights
- Same-day Change: $45 fee, subject to availability
7.5 Flair Airlines
- Basic Fare: Non-refundable; changes permitted for a fee of $75 plus fare difference
- Flexible Fare: One-time free date/time change; cancellations receive travel credit minus $50 fee
- Name Change: $100 fee
For detailed and current information on a specific airline's policy, please refer to the airline's official website or contact our customer support team.
8. Travel Insurance
To protect yourself against unexpected changes to your travel plans, we strongly recommend purchasing travel insurance when booking your flight. Travel insurance can provide coverage for:
- Trip cancellation due to illness, injury, or death
- Trip interruption
- Travel delays
- Medical emergencies during travel
- Lost, damaged, or delayed baggage
RugCheck offers travel insurance options during the booking process. The cost varies based on your trip details and the level of coverage selected.
9. COVID-19 Policy
Due to the ongoing impact of COVID-19 on travel, many airlines have implemented special policies regarding cancellations and changes. These policies are subject to frequent updates based on current conditions and government regulations.
In general:
- Many airlines offer more flexible change and cancellation terms for new bookings
- Specific policies vary by airline, destination, and booking date
- COVID-19 related cancellations may be eligible for refunds or credits depending on the airline's policy
- RugCheck will apply the most current airline policy at the time of your refund or change request
For the most up-to-date information on COVID-19 related policies, please contact our customer support team.
10. Disputes and Complaints
If you are not satisfied with the resolution of your refund or change request:
- Contact our customer support team to escalate your concern
- Provide all relevant details and documentation
- Our team will review your case and provide a response within 5 business days
If you are still not satisfied after escalation, you may:
- Contact your credit card company to inquire about chargeback options
- File a complaint with the relevant transportation authority
- Seek resolution through alternative dispute resolution methods
11. Updates to This Policy
We may update this Refund Policy from time to time to reflect changes in our practices, airline policies, or regulatory requirements. The updated policy will be posted on this page with a revised "Last Updated" date.
We encourage you to review this policy periodically. Your continued use of our Services after any changes to this policy constitutes your acceptance of the updated terms.
12. Contact Information
If you have any questions about this Refund Policy or need assistance with a refund or change request, please contact us at:
RugCheck
59880 Veronica Brook Suite 317
Port Melyna, QC S6R7T6
Email: support@rugcheck.ca
Phone: +1 (646) 551-1443
Our customer support team is available 24/7 to assist you with your travel needs.
