CANCELLATION & REFUND POLICY
Cancellations must be received at least fourteen (14) days prior to the scheduled travel date to qualify for a refund. Approved refunds are subject to a ten percent (10%) cancellation fee.
Cancellations received less than fourteen (14) days prior to travel are considered no-shows and are non-refundable.
A no-show is defined as any of the following:
The airport representative is present at the designated meeting point and no contact is made with the passenger.
The passenger experiences a flight cancellation or significant delay and fails to notify us in writing.
Incorrect or incomplete flight information prevents service delivery.
Travel date or flight modifications, including those due to airline delays or cancellations, are subject to availability and are not guaranteed. Significant schedule changes may impact the ability to provide the service.
If, for any reason, the airport or authorities are unable to provide the confirmed service, a full refund will be issued.
In the event of passenger illness or death of a family member, a one hundred percent (100%) credit voucher will be issued. The voucher is valid for one (1) year and may be redeemed at any airport serviced by Altura VIP / VIP Fast Track. No supporting documentation is required for voucher issuance.
Refunds outside the fourteen (14) day cancellation window may be considered, less the ten percent (10%) cancellation fee, upon submission of the following:
A valid passenger identification document; and
One of the following:
Scanned hospital records showing the passenger’s name, date of birth, and diagnosis;
Proof of airline ticket cancellation with matching flight details and dates;
A signed and stamped medical certificate stating the diagnosis;
A death certificate of a family member sharing the passenger’s last name.
All supporting documents must be submitted by replying to the booking confirmation email and including “CANCELLATION” in the subject line.