Fly2Baku
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Cancellation and Refund Policy

Version dated [PUBLICATION DATE]

This Policy forms part of the Public Offer of [LEGAL ENTITY NAME] (Fly2Baku). All time periods are counted from the Service start time stated in the Confirmation (tour start time, or vehicle pick-up time / actual flight arrival time), Baku local time (UTC+4).

1. How to cancel or change a booking

Contact us with your booking number and name:

The cancellation time is the time we receive your message. We confirm the cancellation in our reply.

2. Cancellation by the Customer: tours and excursions

When you cancel Terms
48 hours or more before the start 100% refund of the amount paid
24 to 48 hours before the start Cancellation fee of 20% of the tour price
Less than 24 hours before the start, or no-show No refund

Multi-day tours and tours with pre-purchased tickets, accommodation or other non-refundable costs may have special terms. These are stated on the tour page and in the Confirmation.

3. Cancellation by the Customer: transfers

When you cancel Terms
24 hours or more before pick-up 100% refund of the amount paid
6 to 24 hours before pick-up Cancellation fee of 20% of the transfer price
Less than 6 hours before pick-up, or no-show No refund

4. How this works with a 20% prepayment or full payment

When booking, you choose to pay a 20% prepayment online (the remaining 80% on site) or 100% online.

  • Free cancellation (tours: 48 hours or more; transfers: 24 hours or more): we refund everything you paid, whether 20% or 100%.
  • Cancellation with a 20% fee (tours: 24 to 48 hours; transfers: 6 to 24 hours):
    • if you paid 100%, we refund 80% of the price;
    • if you paid the 20% prepayment, it is kept as the cancellation fee, and you do not owe the remaining 80%.
  • Late cancellation or no-show (tours: less than 24 hours; transfers: less than 6 hours):
    • if you paid 100%, no refund is made;
    • if you paid the 20% prepayment, it is kept, and you do not owe the remaining 80%.

The amount we keep never exceeds what you have already paid. We never ask for an additional payment when you cancel.

5. No-show

  • Airport pick-up: we monitor your flight. Free waiting time is 60 minutes after actual landing. If the passenger does not appear or make contact within that time, the booking is treated as a no-show.
  • Other transfers: free waiting time is 15 minutes after the agreed pick-up time.
  • Tours: if a participant does not arrive at the meeting point within 15 minutes of the start time and does not make contact, the booking is treated as a no-show.
  • A no-show is treated as a late cancellation under Section 4. Waiting beyond the free time is possible by agreement and is charged extra.

6. Flight delays

If your flight is delayed, the driver will meet you at the actual arrival time at no extra charge. If your flight is moved to another day or cancelled, let us know: we will reschedule the transfer, or refund it in full if you tell us before the vehicle is dispatched.

7. Changing the date or time

  • One change is free if requested at least 24 hours before the start, subject to availability.
  • If the new service costs more, you pay the difference. If it costs less, we refund the difference (or reduce the balance due on site).
  • A change requested less than 24 hours before the start is treated as a cancellation (Sections 2–4), unless we agree otherwise.

8. Cancellation by Fly2Baku

If we cancel a Service (no guide or vehicle available, too few participants for a group tour, or other reasons on our side), you choose:

  • a full refund, or
  • a new date, or
  • an equivalent replacement.

9. Force majeure and weather

  • If a tour cannot run because of dangerous weather, closed roads or sites, government decisions or other force majeure, we offer a new date. If a new date does not suit you, we refund 100% of the amount paid, less any documented non-refundable costs already incurred (for example, tickets purchased).
  • If force majeure prevents you from taking the Service (for example, flight cancellation or border closure), we move the Service free of charge. If that is not possible, we refund under this Section.
  • A route change due to weather or safety that keeps the main content of the tour is not a cancellation.

10. How refunds are made

  • Card payments are refunded only to the same card used for payment, in Azerbaijani manat (AZN).
  • We initiate the refund within 3 business days of confirming the cancellation.
  • The time for the money to reach your card depends on the acquiring bank (PAŞA Bank), the card scheme (Visa / Mastercard) and your bank. It usually takes from a few days up to 30 banking days.
  • If your card is in another currency, your bank converts the amount at its own rate. We are not responsible for exchange-rate differences or your bank's fees.
  • If the payment has not yet been settled by the bank (same day), it may be reversed. The hold is then released under your bank's rules.
  • If your card has been closed or blocked, contact your bank or us, and we will agree on another lawful refund method.
  • Amounts paid in cash on site are refunded in cash or by bank transfer, as agreed.

11. Complaints

If you disagree with a refund decision, write to incoming@fly2baku.com. We reply within [10] business days. This Policy does not limit your consumer rights under the law of the Republic of Azerbaijan, including the Law on Consumer Protection.

Contacts

[LEGAL ENTITY NAME], VÖEN [VÖEN], [REGISTERED ADDRESS]
Phone / WhatsApp: +994 10 100 0218 · Telegram: @Fly2Baku_Travel · Email: incoming@fly2baku.com