Refund and Exchange Rules

1. Core principle

Refund and exchange conditions are set by the airline's fare rules. TuronAvia24 acts as an intermediary and cannot alter those rules or decide on the carrier's behalf.

Each fare's conditions are displayed before you place the order. The cheapest fares are usually non-refundable, with only taxes and certain fees returnable; charter tickets are in most cases non-refundable, and this is stated separately before booking.

2. How to request a refund

• Send a request to info@turonavia24.uz or call +998 99 204 03 93.
• Include the booking reference (PNR), passenger name, departure date and the reason for the refund.
• For medical or other justified grounds, attach supporting documents.
• Requests must be submitted before departure; after a no-show most fares allow no refund at all.
• We forward the request to the carrier and await its official decision.

3. Calculating the refundable amount

The refundable amount equals the ticket price less the carrier's penalty under the fare rules and any non-refundable taxes and fees.

The Agency service fee is non-refundable, as it covers work already performed in searching for and issuing the ticket. Some fares also carry a carrier refund service charge, which is likewise deducted.

4. Refund timelines

The Agency processes the refund within 7 working days of the airline confirming it.

Money is always returned to the original payment method — the same card or the same Payme/Click/Uzum account. Refunds to a different card or in cash are not made. Crediting by the bank may add another 1-5 banking days, which is outside the Agency's control.

5. Date and route changes

Whether a ticket can be changed and at what cost is determined by the carrier's fare rules; the cost usually combines the carrier penalty and the fare difference.

Most carriers do not permit changing a passenger's name — in that case the ticket must be refunded and a new one issued. An Agency service fee also applies to changes and is quoted on request.

6. Flight cancellation and schedule changes

If the carrier cancels a flight or materially changes the schedule, the passenger is entitled under the carrier's rules to rebooking on an alternative flight or a full refund of the ticket price.

The Agency contacts the carrier on the passenger's behalf and follows the case through; the carrier sets the conditions and timelines. During force majeure, carriers usually announce a special procedure, and we inform you of the one in force.

7. Claims

Objections about the refund process should be sent in writing to info@turonavia24.uz and are reviewed within 10 working days of receipt.

If no agreement is reached, the dispute is heard by the Economic Court of Samarkand Region.