1. About this policy
This policy explains when you can get money back from Mosarow Travels & Tours, a company registered in Nigeria with RC number 8386373, based in Lagos, Nigeria (“we”, “us”, “our”), what may be kept back, and how refunds are paid. It forms part of our terms and conditions.
Many of the costs in a booking or application are paid to airlines, embassies and other third parties, and their rules decide whether that money can be recovered. We explain those rules below and never keep back more than this policy allows.
2. Flights
- Refunds follow the fare rules. Whether a ticket can be refunded or changed, and what the airline charges to do so, is set by the airline in the fare rules of your ticket. You can read them on each fare before you choose it.
- Refundable fares: we refund what the airline refunds to us, less any cancellation charge the airline makes.
- Non-refundable fares: the fare itself is not refunded. Where the airline returns some taxes or charges, we pass those on to you.
- Our booking fee is not refunded once your flight has been booked with the airline, because the work of booking has been done.
- If we cannot book your flight after you have paid, and we cannot complete the booking at the price you paid, we refund everything you paid, including the booking fee.
- If the airline cancels your flight, we pass on whatever refund or alternative the airline offers.
- Missed flights: if you do not take a flight, the fare rules decide what, if anything, can be refunded.
Airlines take time to refund us. We pay a flight refund to you once the airline has paid it to us.
3. Visa, study abroad, relocation and other application services
- Before we start work: if you cancel after paying but before our team has started work on your application, we refund what you paid, less any third-party fee we have already paid and cannot recover.
- Once we have started work: our service fee is not refunded, because it pays for the work of preparing and checking your application.
- Embassy, visa centre and other third-party fees are generally not refundable once they have been paid or your application has been submitted. The authority or organisation that charges them decides whether they are ever returned.
- A refused application: the decision belongs to the embassy or authority, and a refusal does not by itself entitle you to a refund of our service fee or of third-party fees.
- Add-ons, such as extra services added to an application, follow the same rules on their own.
- If we cannot provide a service you have paid for, for a reason on our side, we refund what you paid for the part we have not done.
4. Travel packages
- Each package sets its own terms. The package’s page states the price, what is included, the deposit where one is offered, and the date the balance is due. Those terms apply alongside this policy.
- Deposits: a deposit holds your place and is not refunded if you cancel, unless the package’s terms say otherwise.
- If you cancel after paying in full: what we can refund depends on the package’s terms and on what we have already paid to hotels, airlines and other suppliers for your place that cannot be recovered.
- If you miss the balance date: the package’s policy applies. Your booking may be cancelled and your seats released. Whether money already paid is kept or refunded is set by the package, and we tell you which in writing.
- If we cancel a departure, we offer to move your booking to another departure of the same package. If you do not want to move, we refund everything you paid for that booking.
5. How refunds are paid
- Refunds are paid in the currency you paid in, to the person who paid.
- Online payments: we refund through our payment provider, ZevPay, or by bank transfer where that is not possible.
- Bank transfers: we refund by bank transfer to the account the payment came from. If we need to pay a different account, it must be in the name of the person who paid, and we may ask you to confirm your identity first.
- We do not refund in cash, or to a third party’s account.
- When a refund is paid, we record it on your invoice with its payment reference and email you, so you can see exactly what was refunded and when.
6. How long refunds take
- We reply to a refund request within 10 working days.
- Once a refund is agreed, we aim to pay it within 14 working days. Your bank may take a few more days to show it.
- Where a refund depends on an airline, embassy or supplier returning money to us, we pay it within 14 working days of receiving it. Airline refunds can take several weeks, and sometimes longer.
7. How to ask for a refund
Contact us by email at hello@mosarowtravels.com, on WhatsApp at +2349059755278 or through our contact page, with your booking, application or invoice reference and the reason for your request. Please do this in writing, so there is a record for both of us.
If you are unhappy with our decision, you can make a complaint as set out in our terms and conditions.
8. Changes to this policy
We may update this policy from time to time. The date at the top of this page shows when it last changed. The policy you agreed to when you booked or applied applies to that booking or application.