Refund policy

The short version

• Before we issue: cancel at any time, at no cost. If you have already paid, you get the full amount back.
• Our mistake: we reissue free, or refund in full if you would rather not continue.
• After delivery: the fee is not refundable, because issuing and supporting the reservation is the work you paid for.
• Visa refused: not refundable. There is also nothing to cancel, because no fare was ever paid to the airline.

Why it works this way

You are not buying an airline seat from us. You are paying a fee for issuing a reservation, checking it against what you told us, delivering it and supporting it afterwards. That work is finished the moment the PDF reaches you, which is why the fee stops being refundable at that point.

It is also why we ask for no payment when you send the form. We confirm the flights and the total with you first, so nobody pays for a document that turns out to be the wrong one.

Before the document is issued

Cancel by replying on WhatsApp or emailing dummyticket@cleverhub.lk before we send the PDF. There is no cancellation charge. If your payment has already reached us we return it in full, less any bank charge the transfer itself incurred.

When we refund after issue

We refund in full, or reissue free if you prefer, when:

• the booking reference does not resolve on the airline’s website and we cannot fix it;
• the document does not match the details you gave us, and the error is ours;
• we miss a delivery deadline that we accepted in writing before you paid;
• we cannot issue the reservation at all after taking payment;
• you were charged twice for the same order.

Tell us within seven days of delivery so we can look into it while the reservation is still live. Send your reference number and, where relevant, a screenshot of what the airline site showed you.

When we do not refund

• A visa refusal or an immigration decision. We have no part in those decisions and cannot influence them.
• A change of plan. Trip cancelled, appointment abandoned, decided you no longer need it. Ask us for a date change instead; the first one is free.
• Details you supplied incorrectly. A misspelled name or the wrong date. Tell us and we will reissue under your free change allowance.
• An expired hold. Airline reservations expire by design, and the expiry date is given to you on delivery.
• Refusal to accept the document. Where an officer or airline declines a reservation that is genuine and verifiable, the document did what it was sold to do.
• Attempted travel on a reservation. The document states clearly that it cannot be used to fly.

How to ask for a refund

1. Message +94 77 793 6904 on WhatsApp or email dummyticket@cleverhub.lk with your reference number.
2. Tell us what went wrong in a sentence or two, and attach anything that shows it.
3. We reply within one working day and, in most cases, offer a reissue first because it usually solves the problem faster than a refund does.

How refunds are paid

Approved refunds go back by the route the payment came in: to the bank account that sent the transfer, or to the card that was charged. We start the refund within two working days of approving it. Bank transfers in Sri Lanka usually clear within three to five working days; card refunds can take up to ten working days to appear, depending on your issuer. Any bank or currency conversion charge levied by your own bank is outside our control.

Chargebacks

Please talk to us before raising a chargeback. Almost every problem we see is a wrong date or a misspelled name, and both are fixed the same day at no cost. A chargeback takes weeks and does not get your document issued any faster.

Related terms

This policy forms part of our terms of service, which also limits our liability and explains how changes and reissues work. Our privacy policy covers the details you send us. Questions about any of it are welcome at dummyticket@cleverhub.lk during 8:00 AM – 10:00 PM (Sri Lanka time), 7 days.