Terms and Conditions

By booking with FLY7, you confirm that you have read, understood, and agreed to the following legally binding terms and conditions. These terms are designed to protect both you as a customer and FLY7 as a travel intermediary.

1. Passport & Passenger Name Requirements

• You must provide your full name exactly as it appears on your passport. Errors may result in denied boarding or additional airline fees.
• Passport must be valid for at least 6 months beyond your return travel date.
• FLY7 is not responsible for errors in name spelling or passport details provided by the customer.

2. Ticket Issuance Policy

• No tickets will be issued unless full payment is received and cleared into our bank account.
• Bookings remain unconfirmed until ticketing is completed. All prices are subject to availability and change until ticket issuance.
• All itineraries, e-tickets and confirmations sent by FLY7 to the email address provided at booking will be treated as delivered when sent, provided no bounce-back is received. Customers must check their inbox and junk/spam folder, and notify FLY7 within 24 hours if documents are not received so they can be re-sent.

3. Third-Party Product Disclosure

• Some services, including air tickets, may be issued via third-party suppliers, consolidators, or wholesalers.
• Once we remit your payment to these providers, we are not liable for delays, schedule changes, cancellations, or refund denials.

4. Refunds & Cancellations

• Refunds and cancellations are strictly governed by airline, consolidator, and third-party supplier policies.
• FLY7 can only process and provide refunds once the funds are received from the respective service provider, airline, consolidator, or third-party supplier. We do not guarantee refunds and are not liable for delays caused by the supplier. Refund timelines are subject to their processing and approval.
• Most promotional, low-cost carrier, or infant tickets are non-refundable.

Cancellation Fees:

• Minimum AUD 110 per person/ticket + consolidator fees and airline penalties.
• Additional fees may apply for complex fare types (up to AUD 300).
• If cancellation occurs due to schedule changes, a reduced fee of AUD 75 may apply.

Refund Processing Time:

• Refunds may take approximately 14–16 weeks or longer, depending on the processing timelines of the airline or third-party provider.
• FLY7 is unable to fast-track this process or guarantee a specific timeframe. Refunds can only be processed and issued once the funds have been received from the respective service provider, consolidator, or airline. We are not liable for delays or failures in refund processing from third parties.

5. Reissue Fees

• If any ticket has been issued that requires a change, such as a date change, a reissue fee will apply.
• Standard reissue fee: AUD 75 per change, plus a consolidator fee.
• Any fare difference, tax difference, or reissue fee charged by the airline is payable by the customer.
• If travel has commenced and the ticket requires reissue, the airline may charge additional fees, taxes, or local office charges.
• FLY7 and/or supplier fees may vary and could increase up to AUD 300 depending on the complexity of the ticket.

6. Chargeback Policy

• To protect against fraud and ensure fair trading, we maintain complete records of bookings, payments, and consent.
• Any unjustified chargebacks will be disputed, and the customer may be liable for administrative and legal fees incurred.
• Refunds and resolutions must be sought directly through our formal cancellation and refund procedures.
• Credit card surcharges apply when paying by credit card. In the event that payment has been made to us by credit card, you agree that you will not seek to claim back from FLY7 any credit card surcharges.

7. Service Hours & Urgent Handling

• Standard service hours: Monday to Saturday, 9:00 AM to 5:00 PM AEST.
• Outside these hours—including weekends and public holidays—support may be limited. Requests that require urgent handling may incur an additional after-hours service fee (typically AUD 35–75), subject to staff and supplier availability.
• These charges reflect third-party and supplier fees that may apply for out-of-hours assistance. While we strive to provide timely help, we encourage all non-urgent matters to be addressed during our published business hours for best efficiency.

8. Travel Insurance & Entry Requirements

• Customers are strongly advised to obtain travel insurance.
• Visa, health, and entry requirements are your sole responsibility. FLY7 does not provide visa guidance.

9. Airline & Flight Responsibility

• Flight schedules, baggage allowance, in-flight services, and frequent flyer programs are managed solely by the airline.
• Reconfirmation of flights at least 72 hours before departure is strongly advised.
• Airlines reserve the right to cancel flights before ticketing and modify schedules without notice. Once your ticket is issued, you are responsible for confirming your flight status with the airline.
• While FLY7 may notify you of changes when possible, we do not take responsibility for uncommunicated airline adjustments or any expenses arising from such changes.
• Carriers may make last-minute operational changes, and we urge all passengers to verify their flight details directly with the airline 72 hours before travel.

10. Force Majeure & Travel Disruptions

• FLY7 shall not be liable for any failure or delay in performance due to circumstances beyond its reasonable control. This includes but is not limited to acts of God, war, civil unrest, terrorism, government-imposed travel bans or advisories, pandemics (including COVID-19 or similar outbreaks), natural disasters, or airline bankruptcies.
• In such cases, we will work with suppliers and airlines to recover value or secure alternatives where possible, but we cannot guarantee refunds, reimbursements, or compensation unless and until funds are recovered from suppliers.
• Customers are strongly encouraged to purchase comprehensive travel insurance to protect against such events.

11. Complaint Resolution Process

• In the event of any issue with your booking, itinerary, or service delivery, you must submit a written complaint to FLY7 via email at support@fly7.com.au within 30 days of the scheduled travel date, or within 30 days of FLY7 notifying you of a cancellation or refund outcome, whichever is earlier, before taking any external action.

• We will review your complaint and respond within 10 business days with a resolution, further instructions, or explanation.

• This complaint process must be followed prior to initiating any chargeback, third-party dispute, or legal claim.

12. Limitation of Liability

• FLY7 acts strictly as a booking agent, facilitating travel services provided by third parties such as airlines, consolidators, and wholesalers. We do not own, operate, or control these services and therefore do not accept liability for their actions, omissions, or service disruptions.
• We are not responsible for financial loss, denied boarding, trip interruption, service disruption, or schedule amendments resulting from supplier insolvency, operational changes, or cancellations. Customers are advised to purchase suitable travel insurance to mitigate such risks.
• In the rare event that our access to airline systems, consolidators, or booking platforms is temporarily restricted or disrupted due to circumstances beyond our control, FLY7 will make every reasonable effort to support affected customers. However, we cannot accept liability for any resulting delays, missed opportunities, or limitations in processing refunds, changes, or reissues that arise from such external system or supplier-side interruptions.

13. Governing Law

• This agreement is governed by the laws of Victoria, Australia.
• Any disputes will be handled exclusively in Victorian courts.

14. Acceptance Declaration

By proceeding with a booking, you:

• Agree that all information you provided is true and correct.
• Accept the fare conditions and ticket restrictions.
• Confirm understanding and acceptance of all the above terms.