Cancellations and Refunds Policy

This policy applies to airport assistance services booked on FTViet.co and forms part of our Terms of Service.

You may cancel by emailing support@ftviet.co and providing your booking reference. If we receive the request more than 24 hours before the scheduled service time, we will issue a full refund. If we receive it 24 hours or less before the scheduled service time, the booking is non-refundable because airport capacity and personnel have been reserved, except where mandatory law requires otherwise or section 4 applies.

A request to change the airport, date, flight, service or passenger details is subject to availability. We will tell you any price difference before making the change. If the requested change cannot be accepted, the original booking remains in place unless it is cancelled under this policy.

If an airline cancels the relevant flight, or changes it so materially that the confirmed service cannot reasonably be used, contact us as soon as possible and provide evidence from the airline. We will first offer a free rescheduling where available. If rescheduling is not reasonably possible, we will issue a full refund. Ordinary delays will be handled using reasonable efforts and the airport provider availability.

If we cancel the confirmed service or fail to provide it and no suitable alternative is accepted by you, we will issue a full refund. This does not limit any non-excludable rights under applicable law.

No refund is due where the passenger does not attend the confirmed meeting point, is materially late, provides incorrect flight or passenger information, lacks required travel documents, is refused travel or entry by an airline or authority, or cannot receive the service because official rules were not followed, except where mandatory law requires otherwise.

Contact us immediately if you believe you were charged twice or charged an amount different from the checkout total. We will investigate and refund any confirmed duplicate or erroneous charge.

Approved refunds are submitted to the original payment method and in the original transaction currency. We do not provide cash refunds for card or local-payment transactions unless required by law. We aim to submit an approved refund within 5 business days. Your bank, card network or payment provider may require additional time, commonly up to 10 business days, to display it.

Email support@ftviet.co with the subject Cancellation or Refund and include your booking reference, passenger name, airport, service date, reason and supporting documents. We acknowledge requests within 2 business days.

GLOBAL INFINITY TRADE LIMITED, trading as FTViet.co, Company No. 76783723, 21/F, CMA Building, No. 64 Connaught Road Central, Central, Hong Kong. Telephone: +852 5566 8151.