Refund Policy
At ExitPass, our goal is simple: if there is a genuine issue with your reservation, we will do our best to fix it. If your ExitPass reservation cannot be verified during its stated validity period, we will first attempt to resolve the issue or provide a replacement at no additional cost. If we are unable to provide a verifiable reservation, you may be eligible for a refund under the conditions below. This is the **ExitPass Guarantee: we fix it, replace it, or refund it.**
The ExitPass Guarantee
If your reservation is supposed to be active and verifiable according to the offer you purchased, but it cannot be verified during its stated validity period, contact ExitPass support as soon as possible. We will first: • verify the status of your reservation; • investigate the issue; • provide any additional information required to verify it; or • generate a replacement reservation at no additional cost when appropriate. If we are unable to provide a verifiable reservation after attempting to resolve the issue, we will refund the amount paid to ExitPass for the affected order. We may ask you to provide reasonable evidence showing that the reservation could not be verified or was rejected because of an issue with the ExitPass reservation itself.
Free replacement
When a reservation issue can be solved by generating another reservation, ExitPass may provide a replacement free of charge. A replacement is generally the preferred solution before a refund is issued. The replacement may use a different routing, airline, provider, or reservation reference, provided that it continues to meet the essential characteristics of the service purchased.
When a refund applies
A refund may be issued when: • ExitPass is unable to generate or deliver the purchased reservation; • a reservation cannot be verified during its advertised validity period; • a replacement reservation also cannot be provided or does not resolve the issue; • ExitPass confirms a technical or processing failure attributable to our service; • a duplicate payment has been made for the same order and no additional irreversible cost has been incurred; or • applicable consumer law otherwise requires a refund. Unless required by law, the refund is limited to the amount paid to ExitPass for the affected order.
Incorrect information provided by the customer
Customers are responsible for ensuring that all information submitted when ordering is accurate, including: • passenger name; • travel date; • origin and destination; • email address; and • any other information required to process the reservation. An issue caused by incorrect or incomplete information provided by the customer is not covered by the ExitPass Guarantee. When technically possible, ExitPass may offer a correction or replacement. Additional charges may apply if new supplier costs are incurred.
Change of plans or no longer needing the reservation
Once an order has been processed and the reservation has been created, a refund is not available simply because: • your travel plans changed; • you no longer need the reservation; • you decided not to travel; • you purchased another reservation elsewhere; or • you did not present or use the ExitPass reservation. The ExitPass Guarantee covers failures of the service, not changes in the customer's personal circumstances.
Delivery delays
A short processing or delivery delay does not automatically qualify for a refund. If ExitPass explicitly advertised a maximum delivery time and we fail to provide the service within that period for a reason attributable to ExitPass, we will attempt to resolve the issue as quickly as possible. If we ultimately cannot provide the purchased service, the affected order will be refunded.
Airline, immigration, visa or entry decisions
ExitPass guarantees the service described in the offer you purchase. It does not guarantee decisions made by third parties. ExitPass does not guarantee: • boarding; • visa approval; • entry into any country or territory; • immigration clearance; • acceptance by a specific airline employee, immigration officer, consulate, embassy or government authority; or • compliance with every individual travel requirement applicable to your personal circumstances. A refusal by an airline, immigration authority, consulate or other third party does not automatically qualify for a refund if the ExitPass reservation itself was valid, active and verifiable as advertised. However, if the refusal results specifically from the reservation being non-verifiable or defective during its advertised validity period, the ExitPass Guarantee may apply.
Evidence of an issue
To help us investigate a claim, we may request reasonable evidence, such as: • a screenshot showing that the reservation could not be verified; • a written error message; • confirmation from an airline or relevant third party; • the reservation reference concerned; or • any other information reasonably necessary to identify the issue. Please avoid sending unnecessary sensitive personal information. We reserve the right to verify the status of the reservation independently.
Duplicate orders
If you accidentally place the same order more than once, contact support promptly. Where we confirm that a duplicate payment was made for the same request and no irreversible additional supplier cost has been incurred, the duplicate payment may be refunded.
Cancellation before processing
You may contact us immediately if you wish to cancel an order before processing begins. Because ExitPass orders may begin processing automatically and almost immediately after payment, we cannot guarantee that an order can still be cancelled. Once the reservation has been created or supplier costs have been incurred, the normal refund rules in this policy apply.
External costs and consequential losses
The ExitPass Guarantee covers the amount paid directly to ExitPass for the affected order. Unless otherwise required by applicable law, ExitPass does not reimburse external or indirect costs, including: • airline tickets; • accommodation; • transport; • visa costs; • replacement travel; • missed connections; • additional reservations purchased elsewhere; or • other financial losses resulting from travel disruption, denial of boarding or refusal of entry. Any limitation of liability remains subject to mandatory rights under applicable law.
Right of withdrawal
Where applicable consumer legislation provides a right of withdrawal, that right and any permitted exceptions remain governed by applicable law. Because ExitPass provides a personalized digital service that may begin immediately after payment, customers may, where legally permitted, be asked to expressly request immediate performance and acknowledge any effect this may have on their statutory withdrawal rights. Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.
How to request help or a refund
If you experience an issue with your ExitPass reservation, contact us through the ExitPass Help Center as soon as possible. Please provide: • your order number; • the email address used for the order; • a brief description of the issue; and • any evidence reasonably necessary for us to investigate it. Our priority is to resolve the issue first. **If we can fix it, we will. If we need to replace it, we will. If we cannot provide the service promised, we will refund the affected ExitPass order.**