Refund, Cancellation, Reimbursement, and Release Policy

1. Purpose

This Refund, Cancellation, Reimbursement, and Release Policy (“Policy”) governs all refund, cancellation, reimbursement, settlement, and release requests relating to travel and related services booked, arranged, facilitated, processed, sold, or otherwise provided by AMKOR Travel & Tours Inc. (“AMKOR”).

By requesting a quotation, making a reservation, submitting documents, confirming a booking, making a payment, or availing of any service from AMKOR, the Client acknowledges that he/she has read, understood, and agreed to this Policy.

2. General Policy

AMKOR acts as an intermediary and booking agent for airlines, hotels, resorts, cruise lines, transportation providers, tour operators, insurance companies, visa centers, embassies, government agencies, and other travel suppliers.

Refunds are not automatic and shall be subject to:

  • Verification of payment and transaction records;
  • Applicable supplier rules and restrictions;
  • Government regulations and requirements;
  • Contractual obligations with third-party providers;
  • Availability of recoverable funds; and
  • AMKOR’s Terms and Conditions.

Submission of a refund request does not automatically entitle a Client to a refund.

Refund approval, refundability, refund amount, applicable deductions, release method, and release timeline shall be determined on a case-by-case basis.

3. Refund Request Procedure

All refund requests must be submitted through:

care@amkortravel.com.ph

The following documents shall be required:

Required Documents

  1. Signed Letter Request for Refund indicating:
    • Booking Reference Number, Transaction Number, or Invoice Number;
    • Passenger’s Full Name;
    • Reason for the refund request; and
    • Contact details of the claimant.
  2. Original Official Receipt (OR), Sales Invoice, or Acknowledgment Receipt;
  3. Copy of a valid government-issued identification card of the payor or authorized claimant.

Lost Receipt Requirements

Where the Original Official Receipt, Sales Invoice, Acknowledgment Receipt, or Proof of Payment has been lost, misplaced, destroyed, or is otherwise unavailable, the claimant shall additionally submit:

  • Duly notarized Affidavit of Loss;
  • Valid government-issued identification card;
  • Alternative proof of payment acceptable to AMKOR; and
  • Any additional documents reasonably required for verification.

AMKOR reserves the right to request additional documents, certifications, authorizations, declarations, affidavits, proof of payment, supporting correspondence, supplier confirmations, or other records necessary to verify and process any refund request.

Refund requests shall only be deemed officially received upon submission of complete documentary requirements.

Submission of a refund request shall not create any obligation on the part of AMKOR to release funds until all documentary requirements, approvals, accounting reviews, supplier confirmations, release documents, acknowledgments, conformes, quitclaims, waivers, authorizations, and other requirements imposed by AMKOR have been fully satisfied.

Original Official Receipts, Acknowledgment Receipts, and other original supporting documents submitted for refund processing may be retained by AMKOR for accounting, audit, legal, compliance, and record-keeping purposes and may not be returned after processing.

4. Refund Requirements Regardless of Amount

The documentary requirements and verification procedures under this Policy shall apply regardless of the amount being claimed.

No refund request shall be exempt from verification solely because the amount claimed is nominal, minimal, partial, or otherwise insignificant.

5. Verification and Approval

All refund requests shall be subject to:

  • Verification of payment records;
  • Validation of the identity and authority of the claimant;
  • Accounting review;
  • Operational review;
  • Supplier confirmation and reconciliation;
  • Compliance review; and
  • Applicable laws, regulations, and supplier policies.

AMKOR reserves the right to approve, deny, suspend, investigate, request additional information, or defer action on any refund request.

Submission of complete requirements does not automatically constitute approval of a refund.

6. Refund Release Method

Approved refunds shall generally be released through the same payment method used for the original transaction.

This may include:

  • Credit Card;
  • Debit Card;
  • Bank Transfer;
  • Electronic Fund Transfer;
  • Online Payment Gateway;
  • Electronic Wallet; and
  • Cash Payment.

Where release through the original payment channel is no longer possible, unavailable, impractical, restricted, or prohibited, AMKOR may release the refund through an alternative payment method determined by AMKOR and agreed upon in writing by the parties.

No refund shall be released to any third party unless duly authorized and verified by AMKOR.

AMKOR reserves the right to require additional verification prior to releasing any refund.

7. Refund Release and Execution of Conforme / Quitclaim

As a condition for the release of any approved refund, reimbursement, credit, settlement amount, goodwill payment, or other monetary consideration, AMKOR may require the Client, payor, passenger, claimant, or authorized representative to execute and sign:

  • Refund Release Form;
  • Conforme;
  • Acknowledgment Receipt;
  • Quitclaim;
  • Waiver;
  • Release and Discharge; or
  • Such other document as AMKOR may reasonably require.

The execution of such document shall serve as confirmation that:

  • The claimant has received or shall receive the approved refund amount;
  • The claimant acknowledges and accepts the basis and computation of the refund;
  • The claimant accepts the approved refund as full and final settlement of the specific refund request, dispute, transaction, or claim covered by the refund;
  • The claimant releases and discharges AMKOR Travel & Tours Inc., its officers, directors, stockholders, employees, representatives, affiliates, agents, successors, assigns, and relevant suppliers from any further liability arising from the same transaction, except where prohibited by law; and
  • The claimant waives any further claim relating to the same booking, reservation, transaction, or service for which the refund was granted.

AMKOR reserves the right to withhold release of any approved refund until all required release documents and supporting requirements have been properly executed and submitted.

Electronic signatures, digital signatures, scanned signed copies, and electronically executed acknowledgments may be accepted and shall be deemed valid and binding to the fullest extent permitted by law.

8. Processing and Release Timeline

Refund processing periods vary depending on the nature of the service purchased and the policies of the relevant suppliers.

Approved refunds may require up to six (6) months from the date of receipt of complete documentary requirements and successful verification.

Certain transactions involving:

  • International airlines;
  • Group departures;
  • Charter flights;
  • Cruises;
  • Incentive travel;
  • Special events;
  • Government fees;
  • Visa processing fees;
  • Supplier disputes;
  • Chargebacks;
  • Force majeure events; or
  • Other exceptional circumstances

may require a longer processing period.

Any timeline communicated by AMKOR shall be considered an estimate only and shall not constitute a guarantee.

9. Airline Tickets

Refundability of airline tickets shall be governed by the fare rules and conditions imposed by the issuing airline.

The Client acknowledges that:

  • Promotional fares may be non-refundable;
  • Group fares may be non-refundable;
  • Charter fares may be non-refundable;
  • Airline penalties may apply;
  • No-show penalties may apply;
  • Rebooking fees and fare differences may apply; and
  • Airline approval may be required before refunds can be processed.

Unused tickets do not automatically qualify for refunds.

10. Tour Packages, Land Arrangements, and Group Departures

Tour packages, group departures, educational tours, incentive tours, MICE events, customized itineraries, and promotional travel packages often require advance commitments and supplier payments.

Accordingly:

  • Deposits may be non-refundable;
  • Reservation fees may be forfeited;
  • Supplier penalties may apply;
  • Hotel and transportation costs may be non-recoverable; and
  • Promotional rates may limit refundability.

Refundability shall depend on actual recovery from suppliers and contractual commitments already incurred on behalf of the Client.

11. Visa and Documentation Services

Visa processing fees, service fees, consultation fees, courier fees, appointment fees, embassy fees, authentication fees, translation fees, government charges, and similar costs are generally non-refundable once processing has commenced.

The Client acknowledges that:

  • Visa issuance remains solely at the discretion of the embassy, consulate, visa center, or immigration authority;
  • AMKOR does not guarantee visa approval;
  • AMKOR does not guarantee admission into any country; and
  • Visa denial, delay, administrative processing, or refusal of entry does not automatically entitle the Client to a refund.

12. Hotels, Cruises, Insurance, and Other Travel Services

Refunds for hotels, cruises, transportation services, travel insurance, attractions, rail tickets, ferry services, and other travel products shall be governed by the applicable supplier’s cancellation and refund policies.

Certain bookings may be non-refundable, non-transferable, or subject to supplier penalties.

13. No-Shows and Failure to Travel

No refund shall be due for services not utilized due to:

  • Failure to travel;
  • Failure to check-in;
  • Missed flights;
  • Missed tours;
  • Immigration issues;
  • Passport deficiencies;
  • Visa deficiencies;
  • Refusal of boarding;
  • Refusal of entry;
  • Failure to comply with travel requirements; or
  • Personal decisions not to travel.

Unused services shall generally be deemed forfeited unless otherwise approved by the supplier.

14. Supplier Recovery Clause

The Client acknowledges that many travel products and services are secured through advance payments, deposits, supplier commitments, inventory allocations, negotiated rates, promotional fares, group contracts, and contractual arrangements.

Any approved refund shall be limited to the amount actually recovered from the relevant supplier, less:

  • Administrative fees;
  • Service fees;
  • Processing fees;
  • Supplier penalties;
  • Cancellation charges;
  • Rebooking fees;
  • Government fees;
  • Embassy and consular charges;
  • Bank charges;
  • Foreign exchange losses;
  • Payment gateway charges; and
  • Other non-recoverable expenses incurred on behalf of the Client.

Where no recovery is obtained from the supplier, AMKOR shall have no obligation to release a refund except where otherwise required by law.

15. Fraud Prevention

AMKOR reserves the right to reject, suspend, investigate, or deny any refund request involving:

  • False statements;
  • Forged documents;
  • Altered receipts;
  • Duplicate claims;
  • Unauthorized claims;
  • Identity discrepancies;
  • Suspected fraud; or
  • Any circumstance that may expose AMKOR to financial, operational, legal, or regulatory risk.

AMKOR reserves the right to refer suspicious activities to the appropriate authorities.

16. Force Majeure

AMKOR shall not be liable for delays, cancellations, interruptions, losses, or additional expenses resulting from circumstances beyond its reasonable control, including but not limited to natural disasters, severe weather conditions, pandemics, epidemics, government restrictions, border closures, labor strikes, civil unrest, acts of terrorism, supplier insolvency, transportation disruptions, or similar events.

Any refund arising from such circumstances shall be subject to the policies of the relevant supplier.

17. Limitation of Liability

AMKOR acts solely as an intermediary between the Client and travel suppliers.

To the fullest extent permitted by law, AMKOR’s liability shall be limited to the amount actually received by AMKOR for the affected service, less applicable supplier charges, administrative costs, penalties, taxes, fees, and non-recoverable expenses already incurred.

AMKOR shall not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages arising from travel disruptions, supplier actions, visa decisions, immigration decisions, or circumstances beyond its control.

18. Acceptance of Policy

By requesting a quotation, making a reservation, submitting documents, confirming a booking, making a payment, or availing of any service from AMKOR, the Client acknowledges and agrees to be bound by this Refund, Cancellation, Reimbursement, and Release Policy.

Partial payment, full payment, document submission, booking confirmation, issuance of travel documents, or availment of any service shall constitute acceptance of this Policy, AMKOR’s Terms and Conditions, applicable supplier rules, and all related travel service agreements.