Refund & Cancellation Policy

Cancellation fees are determined by the timing of your cancellation request relative to the scheduled departure date or service start date. The following general cancellation schedule applies:

Please note that certain bookings may have different cancellation terms depending on the specific policies of third-party suppliers (airlines, hotels, tour operators, etc.). In such cases, the more restrictive cancellation policy will apply. We will inform you of any supplier-specific cancellation terms at the time of booking.

To request a cancellation, please follow these steps:

Step 1: Send a written cancellation request to sales@awgotravel.com. Your request must include your full name, booking reference number, travel dates, and the reason for cancellation.

Step 2: Our team will acknowledge your cancellation request within 2 business days and provide you with a cancellation confirmation that outlines any applicable fees and the estimated refund amount.

Step 3: Review and confirm the cancellation terms provided by our team. Your cancellation will not be processed until you confirm your acceptance of the applicable fees and refund amount.

Step 4: Once confirmed, we will process the cancellation with all relevant third-party suppliers and initiate the refund process.

The cancellation date is determined by the date we receive your written cancellation request, not the date you verbally communicate your intent to cancel. We strongly recommend submitting cancellation requests as early as possible to maximize your refund eligibility.

5.1 Refund Method: Refunds will be issued to the original payment method used at the time of booking. If you paid by credit card, the refund will be credited to the same credit card. If you paid by another method, we will arrange an appropriate refund method.

5.2 Processing Time: Refunds will be processed within 10 to 15 business days from the date your cancellation is confirmed. Please note that it may take an additional 5 to 10 business days for the refund to appear on your statement, depending on your financial institution.

5.3 Partial Refunds: If only a portion of your booking is cancelled (for example, cancelling a hotel reservation while keeping flight bookings), the refund will be calculated based on the cancellable portion of the booking, subject to the applicable cancellation fees and third-party supplier policies.

5.4 Refund Disputes: If you believe your refund amount is incorrect, please contact us at sales@awgotravel.com within 30 days of receiving your refund. We will review your case and provide a detailed explanation of the refund calculation.

6.1 Change Requests: If you wish to modify your booking (such as changing travel dates, destinations, or traveler names), please contact us at sales@awgotravel.com as soon as possible. Modifications are subject to availability and may incur additional fees.

6.2 Modification Fees: A modification fee of $75 USD per change may apply, in addition to any fare differences or charges imposed by third-party suppliers. The total cost of the modification will be communicated to you before any changes are made.

6.3 Limitations: Some bookings may not be eligible for modification due to the terms and conditions of third-party suppliers. In such cases, the booking may need to be cancelled and rebooked, subject to the cancellation fees outlined in this Policy.

7.1 Supplier Cancellations: In the event that a third-party supplier cancels a service (such as a flight cancellation by an airline or a hotel closure), we will make reasonable efforts to arrange alternative services of comparable quality. If no suitable alternative is available, we will process a full refund of the affected portion of your booking.

7.2 Force Majeure: If travel services are cancelled or significantly disrupted due to force majeure events (including but not limited to natural disasters, pandemics, war, terrorism, government travel restrictions, or severe weather), we will work with you and our suppliers to find alternative arrangements, issue travel credits, or process refunds as permitted by the applicable supplier policies. AW GOTRAVEL LLC is not liable for additional costs or damages resulting from force majeure events.

7.3 Company-Initiated Cancellations: In rare circumstances, AW GOTRAVEL LLC may need to cancel a booking due to operational reasons. In such cases, you will receive a full refund of all amounts paid, including any administrative fees.

10.1 Medical Emergencies: If you need to cancel due to a documented medical emergency, please contact us as soon as possible. We will review your case on an individual basis and may offer more favorable cancellation terms at our discretion, subject to documentation requirements.

10.2 Government Travel Advisories: If a government travel advisory is issued for your destination after your booking is confirmed, we will work with you to modify or cancel your booking in accordance with the applicable supplier policies and this Policy.