1. Scope
This policy distinguishes between Billetaxo-managed services and services contracted directly with a third party. Each confirmation identifies the provider, amount and specific conditions that apply.
2. Flights, hotels, cars and eSIM
Bookings or purchases completed on an external platform are governed by that provider’s fare and policy. Billetaxo cannot approve, change or issue the refund. Users should contact the provider with the booking reference and email used for purchase.
Billetaxo may help identify the correct support channel, but that assistance does not change the provider’s deadlines or decisions.
3. Cuba top-ups
An order may be cancelled until it has been sent to the provider or operator. Once a top-up is correctly delivered to the number provided, it cannot be reversed.
If a top-up fails, is duplicated or is applied incorrectly for a reason attributable to Billetaxo, we will review the trace and, as appropriate, correct the order or return the amount received. A number entered incorrectly by the user does not create an automatic refund right.
4. Exchange requests
A request may be cancelled before Billetaxo confirms and executes it. A confirmed cryptoasset network transfer or completed bank transfer is generally irreversible.
If a user sends a different amount, uses an unconfirmed network or pays after a quote expires, the case will be reviewed before execution or return. Real, documented and non-recoverable external bank or network costs may be deducted.
5. Travel advisory
Fees cover the guidance work described in the proposal. Before work begins, users may request cancellation and a return of the fee, less authorized external costs. Once the service has been substantially delivered, the fee is not refundable solely because an authority denies a visa or availability does not exist.
If a specific offer includes a different guarantee or refund term, it must be stated in writing and will control that service.
6. How to request a review
Submit a claim with the email used, reference, date, description and relevant receipt. We will acknowledge it and aim to issue a first response within two business days. Cases involving a provider, bank or network may take longer.
Approved refunds will be sent, where possible, through the original payment method. Posting time depends on the bank, network or provider. This policy does not limit mandatory consumer rights.
7. Duplicates, chargebacks and fraud
Report a duplicate or unrecognized charge promptly before starting parallel proceedings. Billetaxo may pause performance while investigating. Fraudulent claims, altered documents or abusive chargebacks may lead to account suspension and legally available action.
8. Updates
The current version is the one published on this page. Future changes will not retroactively reduce a confirmed right for a transaction unless required by law.