Return & Refund Policy

Request a cancellation or refund

Contact support@otwtrips.com or +880 1844 583103 using your account email. Include your booking reference, traveler name, service date, reason and payment transaction reference. Never send a full card number, CVV, password or OTP.

A refund request is not a cancellation confirmation. We verify the booking, explain penalties and the estimated refundable amount, and obtain your confirmation where required. Contact us before the supplier deadline or departure to avoid applicable no-show charges.

Eligibility by service

Travel services are not physical goods and cannot be returned like an unopened product. Cancellation and refund eligibility depend on the purchased service:

• Flights: fare rules, ticket status, unused portions, no-show conditions and airline decisions determine the refund. A non-refundable fare does not automatically make all unused taxes non-refundable; we check the applicable rules.
• Hotels: the rate and cancellation deadline in the property's stated time zone apply. Non-refundable rates, late cancellation, no-shows and used nights may incur the disclosed charges.
• Tours, Hajj and Umrah: confirmed package terms govern deposits, permits, accommodation, transport and work already performed. An unpaid quote does not require a payment refund.
• Visa services: disclosed embassy fees and completed processing work may be non-refundable. Visa refusal alone does not make completed assistance refundable. Unperformed services and recoverable supplier amounts will be reviewed.

15-30 working days overall

OTWTrips' overall refund processing timeline is 15-30 working days from receipt of a complete, eligible refund request. This is the overall timeline, not an additional period after supplier approval. Working days exclude applicable weekends and public holidays.

We notify you if information is missing, eligibility is disputed, or an exceptional supplier or bank delay affects the timeframe. We explain the reason and provide an updated case status rather than silently restart the timeline. This timeframe does not override a shorter period required by applicable law or a binding payment-provider obligation.

Refund amount and destination

We provide a breakdown of recoverable value, supplier penalties and disclosed, applicable service charges. Refunds do not exceed the amount actually paid for the refundable portion. Coupon discounts and unused promotional value are not refunded as cash.

Refunds normally use the original payment method and return to the original payer. A verified bank refund may be used for bank-transfer purchases. We do not refund unrelated third-party accounts. Exceptions require verification and compliance with payment-provider rules.

Failed bookings and duplicate payments

If money was debited but checkout is pending, send the transaction reference for reconciliation. A bank debit, payment screenshot or gateway return page alone does not confirm a booking. Avoid paying again until the earlier attempt is checked.

Verified duplicate collections, failed fulfillment and services we cannot provide are investigated for the appropriate reversal or refund. We will not force a voucher or alternative instead of a cash refund where you are entitled to one. Provider reversals may appear separately from merchant-issued refunds.

Track or escalate your request

Keep your case reference and written cancellation confirmation. Contact support@otwtrips.com for progress, a refund transaction reference or management escalation.

You may raise genuine disputes with your bank, payment provider or competent consumer authority. Tell us about an existing dispute so we can reconcile the same transaction and avoid duplicate refunds.