Withdrawal, Cancellation and Refund Policy

1. Introduction

This Refund and Cancellation Policy outlines the terms and conditions governing the cancellation of travel bookings and the processing of refunds made through Fire Phoenix‘s website and platform. By making a booking with us, you agree to be bound by this policy.

Important Note: As an Online Travel Agency, Fire Phoenix acts as an intermediary. The final refund and cancellation rules are primarily determined by the Airline, Hotel, Tour Operator, or other third-party Service Provider (collectively, “Suppliers”) whose services you book. Our policy supplements the Supplier’s rules and includes our own administrative terms.

2. Cancellation Requests

2.1 Initiating a Cancellation

• All cancellation requests must be submitted through your online account portal or by contacting our customer service team at support@firephoenixtravel.com [Email subject: Refund Request: Your Reason - Trip Order ID: Eg: Refund Request: cancellation - 9912932].

• The effective time of cancellation is the time we receive your request, provided it is during our operational hours.

2.2 Supplier Rules Govern

• The eligibility for a refund and the amount of any refund are subject to the specific fare rules, booking conditions, and policies of the individual Supplier (e.g., airline fare class, hotel room rate type).

• Non-Refundable Bookings: Many promotional, basic, or discounted bookings (e.g., Basic Economy flights, Non-Refundable hotel rates) are strictly non-refundable and/or non-changeable. These terms will be clearly displayed during the booking process.

• Partially Refundable Bookings: Some bookings may allow cancellation subject to a penalty imposed by the Supplier.

3. Administrative Fees

In addition to any penalties charged by the Supplier, Fire Phoenix applies a separate administrative fee for processing cancellation and refund requests, which covers our labor and transaction costs. This fee is non-refundable.

Note: These fees are subject to change without prior notice and will be confirmed at the time of cancellation.

4. Refund Calculation and Timeline

4.1 Calculation

The total refund amount (if any) will be calculated as follows:

Total Refund = Original Booking Pricing - Penalties - Administrative Fee

If the Supplier’s penalty and Fire Phoenix‘s fee exceed the Original Booking Cost, no refund will be issued, and in some cases, an outstanding balance may be due (e.g., for certain package tour cancellations).

4.2 Refund Processing Time

• Refunds are processed only after the Supplier has approved the cancellation and remitted the eligible refund amount to Fire Phoenix. This can take a considerable amount of time, as it is controlled by the Supplier.

• The standard processing time is 4 weeks from the date the cancellation is confirmed.

• All refunds will be issued to the original form of payment used for the booking. The time it takes for the credit to appear on your statement depends on your bank or credit card company.

5. Specific Cancellation Scenarios

5.1 Cancellation Due to Airline/Supplier Changes

• If a flight, hotel, or activity is cancelled or significantly changed by the Supplier (not the traveller), you may be entitled to a full refund, including the cost of the booking.

• Fire Phoenix will process the refund based on the terms provided by the Supplier. We will do our best to waive our administrative fee in these circumstances, but this is not guaranteed and may depend on the Supplier’s compensation to us.

5.2 Force Majeure / Unforeseen Circumstances

• Cancellations due to events beyond your or our control (e.g., natural disasters, pandemics, government travel advisories) are governed by the specific Supplier’s policies at that time.

• We will assist you in applying for any available refunds, credits, or waivers offered by the Supplier, but we cannot guarantee a refund if the Supplier’s policy does not permit it.

6. Voluntary Changes and Modifications

• Any changes to an existing booking (e.g., date change, name change, route change) are considered a modification and are subject to the Supplier’s change fees, fare difference, and an additional Fire Phoenix Modification Fee of [e.g., $$25 USD] per change request.

• Modifications may not be permitted on all fare types.

7. No-Shows

• If you fail to show up for your booked service (flight, hotel check-in, tour), this is considered a “No-Show.”

• No-Shows are strictly non-refundable.

• In certain cases, you may be eligible for a partial refund of government-imposed taxes and fees. Please contact us to check eligibility.

Need Help?

For all refund and cancellation inquiries, please contact our support team:

• Email: support@firephoenixtravel.com

• Phone: + 84 093 67 68 777

• Hours of Operation: 

  • Monday to Friday: 9:00AM to 9:00 PM (for any kind of request)

  • Saturday, Sunday & Public Holidays: 9:00AM to 3:30 PM (for support only)