Terms & Conditions

Flight Cancellation & Refund Policy

📅 Effective Date: March 03, 2026 | Version 1.0

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1. Introduction and Scope

This Flight Cancellation and Refund Policy (“Policy”) governs all cancellations, modifications, and refund requests made through the ZippyGo platform (“ZippyGo,” “we,” “us,” or “our”). ZippyGo is an AI-powered voice-based flight booking assistant that facilitates the discovery and booking of flights using inventory sourced from Duffel Technologies Limited (“Duffel”). By using ZippyGo to book a flight, you (“User,” “Passenger,” or “Customer”) acknowledge that you have read, understood, and agree to be bound by this Policy in its entirety.

ZippyGo operates as a technology intermediary and booking facilitator. It is not an airline, a travel agent, or a ticket consolidator. All flight inventory, ticketing, and carrier-side cancellation terms are governed by the applicable airline’s Contract of Carriage and applicable federal regulations, including those administered by the U.S. Department of Transportation (“USDOT”) under 14 C.F.R. Part 259 and related rules.

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2. ZippyGo’s Role — Technology Intermediary

ZippyGo is solely a technology platform that enables users to search and book flights via an AI voice interface. Flight inventory displayed on ZippyGo is sourced through Duffel’s API. As such:

🚫 ZippyGo does not issue airline tickets directly. Tickets are issued by the applicable airline or Duffel on behalf of the airline.

🚫 ZippyGo does not set, control, or modify airline fare rules, cancellation policies, or refund eligibility criteria.

🚫 ZippyGo does not have access to or control over airline inventory or seat availability.

🚫 ZippyGo is not responsible for schedule changes, cancellations, or delays initiated by airlines.

Cancellation eligibility, refund amounts, and processing timelines are determined solely by the airline and/or Duffel and may vary based on the fare class, route, airline, and applicable regulations.

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3. Duffel-Powered Cancellation Process

ZippyGo uses Duffel’s order management infrastructure to process cancellations. The following terms are governed by Duffel’s policies and are incorporated herein by reference:

3.1 Cancellation Eligibility

Not all orders are eligible for self-service cancellation via the ZippyGo platform. An order is eligible for cancellation through ZippyGo only if the order’s available_actions field (as returned by Duffel’s API) includes the “cancel” action at the time of the cancellation request.

If an order is not eligible for automated cancellation, ZippyGo will notify the User and, where applicable, facilitate a manual cancellation request through Duffel’s support team. ZippyGo makes no representation or warranty regarding the outcome of any manually processed cancellation request.

3.2 Cancellation Quote

Upon initiating a cancellation, ZippyGo will retrieve a cancellation quote from Duffel, which will include:

💰 The estimated refund amount and currency.

🏦 The refund destination (original form of payment, airline credits, or otherwise).

⏰ An expiration timestamp, after which the quote becomes invalid.

The cancellation quote is non-binding and for informational purposes only until confirmed by the User. ZippyGo is not responsible for changes in refund amounts between quote generation and confirmation.

3.3 Confirming the Cancellation

To complete a cancellation, the User must explicitly confirm the cancellation quote before its expiration. Only the most recent cancellation quote may be confirmed. Once confirmed:

✅ The order is considered cancelled and cannot be reinstated.

💳 The refund, if any, will be processed in accordance with Duffel’s and the applicable airline’s policies.

📋 A confirmation record will be retained and accessible to the User within the ZippyGo platform.

3.4 Airline Credits

Certain airlines may issue airline credits in lieu of monetary refunds. In such cases:

• The refund destination will be designated as “airline_credits” in the cancellation record.
• The credit code(s) will not be available until the cancellation is fully confirmed.
• It is the User’s responsibility to use airline credits in accordance with the issuing airline’s terms, including any expiration dates or usage restrictions.
• ZippyGo assumes no liability for unused, expired, or rejected airline credits.

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4. Non-Refundable Platform Service Charge

ZippyGo charges a Platform Service Charge (“Service Charge”) for each booking completed through the platform. THE SERVICE CHARGE IS STRICTLY NON-REFUNDABLE UNDER ALL CIRCUMSTANCES, including but not limited to voluntary cancellations, involuntary cancellations, airline-initiated cancellations, schedule changes, force majeure events, or any other reason whatsoever.

4.1 Nature of the Service Charge

The Service Charge is NOT a component of the airline ticket fare. It is an independent platform fee charged by ZippyGo for access to and use of its AI-powered booking technology, which includes:

🤖 LLM processing and inference costs associated with voice-based booking interactions.

🎙️ Natural language understanding, intent recognition, and conversational AI infrastructure.

🔍 Real-time flight search, availability retrieval, and booking facilitation via Duffel’s API.

🔒 Platform maintenance, security, compliance, and customer support infrastructure.

4.2 Regulatory Basis

The Service Charge is distinct from the base airfare and associated carrier-imposed fees. Under USDOT regulations governing ticket price transparency (14 C.F.R. Part 399, Subpart C), ancillary service fees charged by third-party booking platforms are separate from the ticket price and are subject to the platform’s own terms and conditions. By completing a booking on ZippyGo, the User expressly acknowledges that the Service Charge is a platform fee and not a government tax, carrier surcharge, or ticket component.

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5. USDOT Passenger Rights and Regulatory Compliance

ZippyGo acknowledges and complies with applicable USDOT regulations governing air passenger rights. Nothing in this Policy limits, restricts, or waives any rights afforded to passengers under federal law.

5.1 24-Hour Cancellation Right (14 C.F.R. § 259.5(b)(4))

Under USDOT regulations, airlines are required to allow passengers to hold a reservation at the quoted fare for 24 hours without payment, or to cancel a paid reservation within 24 hours of purchase without penalty, provided the reservation was made at least 7 days before the flight’s scheduled departure. This right applies to the base airfare and applicable airline fees. It does not apply to the ZippyGo Service Charge, which remains non-refundable as described in Section 4.

5.2 Airline-Initiated Cancellations and Significant Changes

If an airline cancels a flight or makes a significant schedule change, passengers may be entitled to a full refund of the ticket price and carrier-imposed fees under USDOT’s refund rules (14 C.F.R. § 250, § 259). ZippyGo will facilitate the submission of any such refund request to Duffel or the airline on the passenger’s behalf. However:

• ZippyGo does not guarantee the outcome of any airline-initiated refund request.
• Refund processing timelines are governed by the airline and/or Duffel, not ZippyGo.
• The ZippyGo Service Charge remains non-refundable even in the event of an airline-initiated cancellation.

5.3 Tarmac Delay and Consumer Protection Rules

ZippyGo provides passengers with access to information regarding their rights under USDOT’s tarmac delay rules (14 C.F.R. § 259.4) and other consumer protection regulations. Passengers are encouraged to review USDOT’s Fly Rights guide available at www.transportation.gov for a complete summary of their rights as air travelers.

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6. Limitation of Liability and Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ZIPPYGO, ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AFFILIATES, SUCCESSORS, AND ASSIGNS (COLLECTIVELY, “ZIPPYGO PARTIES”) HEREBY EXPRESSLY DISCLAIM ALL LIABILITY IN CONNECTION WITH FLIGHT CANCELLATIONS, REFUNDS, SCHEDULE CHANGES, AND RELATED MATTERS. WITHOUT LIMITING THE FOREGOING:

• ZippyGo is not liable for any refund denied, delayed, or reduced by an airline or Duffel.
• ZippyGo is not liable for any loss, cost, damage, or expense arising from a flight cancellation, delay, diversion, or schedule change by any airline.
• ZippyGo is not liable for any failure of Duffel’s API or the airline’s systems to process a cancellation request.
• ZippyGo is not liable for any AI interpretation errors, voice recognition inaccuracies, or booking errors attributable to the use of AI-powered interfaces, to the extent permitted by applicable law.
• ZippyGo is not liable for any consequential, incidental, indirect, special, or punitive damages arising from any cancellation, refund denial, or booking error, even if ZippyGo has been advised of the possibility of such damages.

In no event shall ZippyGo’s aggregate liability to any User exceed the amount of the ZippyGo Service Charge paid by that User for the applicable booking.

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7. User Indemnification

User agrees to indemnify, defend, and hold harmless the ZippyGo Parties from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys’ fees) arising out of or in connection with: (a) User’s use of the ZippyGo platform; (b) User’s violation of this Policy or any applicable airline terms; (c) any inaccurate, incomplete, or misleading information provided by User to ZippyGo’s AI booking assistant; or (d) User’s violation of any applicable law or regulation.

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8. Dispute Resolution and Governing Law

Any dispute, claim, or controversy arising from or relating to this Policy or any booking made through ZippyGo shall be resolved through binding individual arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules, and not through class action, jury trial, or other court proceedings, except where prohibited by applicable law.

This Policy shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of law principles. Federal aviation law, including applicable USDOT regulations, shall govern matters expressly covered by such law.

Passengers may also file a complaint with the USDOT Aviation Consumer Protection Division at www.transportation.gov/airconsumer.

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9. Amendments and Updates

ZippyGo reserves the right to amend this Policy at any time. Material changes will be communicated to registered Users via email or in-app notification at least 14 days prior to taking effect. Continued use of the ZippyGo platform following the effective date of any amendment constitutes acceptance of the revised Policy.

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10. Contact Information

For questions, cancellation requests, or refund inquiries, please contact ZippyGo Support:

🌐 Platform: Via the ZippyGo app or website support portal

📧 Email: [email protected]

🏛️ USDOT consumer inquiries: www.transportation.gov/airconsumer

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This Policy does not constitute legal advice. ZippyGo recommends that Users review the applicable airline’s Contract of Carriage and USDOT Fly Rights guide prior to booking.