The guarantee
If your plans change, you can cancel the booking through Soar before the first itinerary leg's scheduled departure and receive the full covered booking amount, for any reason. This applies even when the airline's own fare rules would treat the ticket as non-refundable. Once the first itinerary leg reaches its scheduled departure, the entire booking is ineligible under the Refund Guarantee, including unused connections and return travel.
Itinerary legs and departure
An “itinerary leg” is each top-level one-way journey in your booking: for example, a round trip has an outbound leg and a return leg. “Before departure” means before the scheduled departure time of the first flight in the first itinerary leg, in the local time zone of that airport. Your cancellation must be completed through Soar before that moment. Once that scheduled departure time passes, or if you miss the flight or do not board, the whole booking is no longer eligible. Coverage does not continue independently for a connection, return leg, or later multi-city leg.
How to cancel
You can cancel from the Flights screen in the Soar app, by asking Soar in your messages, or by contacting support. You must cancel through Soar to use this guarantee. If you cancel directly with the airline, go through a third party, or simply let the booking lapse, this guarantee does not apply and only the airline's fare rules will determine any refund.
Who is eligible
To qualify, the flight must have been booked and paid for through Soar, with the refund guarantee added; you must complete the cancellation through Soar before the scheduled departure of the first flight in the first itinerary leg as described above; and your account must be in good standing. Bookings connected to fraud, a payment dispute, false information, or a breach of our Terms are not eligible.
What you get back
The “covered booking amount” is the amount you paid Soar for the flight booking, including taxes and Soar's service fees, less the Refund Guarantee fee and any excluded third-party products. If you cancel within the eligibility window, you receive that full covered booking amount. If the first itinerary leg's scheduled departure has passed, you receive nothing under the Refund Guarantee. Any separate refund owed by the airline or required by applicable law remains governed by those rules and is not reduced by this guarantee.
The fee you paid for the Refund Guarantee is the price of this coverage and is not refunded. Optional travel insurance and certain third-party add-ons are governed by their own terms and may be separately refundable or non-refundable; where they are non-refundable, that portion is excluded.
When you’ll see your refund
We issue your refund as soon as your cancellation is confirmed. Depending on your bank and card network, it can take up to ten business days to appear on your statement. Refunds are made only to the original payment method, have no cash value, and are not transferable.
Fair use
This guarantee is for travellers booking flights they intend to take. It is not a free option to hold fares, reserve seats or inventory you do not intend to use, or speculate on price or availability. We may decline, reduce, delay, or reverse a refund, and may suspend or close your account, if we reasonably believe you are misusing the guarantee, including repeated or systematic book-and-cancel activity, booking without genuine intent to travel, coordinated or bulk bookings made to exploit these terms, reselling, attempts to extract cash, credit, or rewards, providing false information, or payment fraud. Soar decides, in its reasonable discretion, whether conduct amounts to misuse.
One cancellation and refund per booking
The Refund Guarantee applies to the booking as a whole, not independently to each leg. One timely claim cancels the entire booking and produces one refund. You cannot use the outbound leg and later claim under the Refund Guarantee for the return leg. Once cancelled, a booking cannot be reinstated, and any associated fares, seats, bags, and schedules are released. If you still wish to travel, you will need to make a new booking at the prices and availability then offered.
Chargebacks
Please contact us before disputing a charge with your bank. Initiating a chargeback or payment dispute instead of cancelling through Soar voids this guarantee for the affected booking, and we may contest the dispute using these terms as evidence.
Changes to this guarantee
We may change, limit, or withdraw this Refund Guarantee at any time. The version in effect at the time you completed your booking governs that booking, so a later change will not reduce the protection on flights you have already booked.
How this fits with our Terms
This Refund Guarantee is a voluntary promise from Soar and forms part of, and is governed by, our Terms & Conditions. It is an additional contractual remedy for a voluntary cancellation and does not limit any non-waivable right or refund required by applicable law, including a refund owed because the airline cancels or significantly changes a flight. Nothing here otherwise expands Soar's liability beyond the limits set out in the Terms or changes the operating airline's contract of carriage. Where this guarantee and the airline's fare rules differ, this guarantee governs the amount Soar refunds for voluntary cancellations made through Soar, except that you receive a larger refund when the airline's own rules or applicable law entitle you to one.
Questions
Refund questions: support@flysoar.ai.