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 at the ticket selection stage, before you place the order. The cheapest fares are usually non-refundable — on such tickets only taxes and certain fees may be returned.

Charter flights are subject to separate conditions and in most cases are not refundable at all. This is stated separately before you place the order.

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. This is stated before you place the order.

On some fares the carrier additionally applies a refund service charge, which is likewise deducted from the refundable amount.

4. Refund timelines

The Agency processes the refund within [[TO_FILL: refund processing days]] working days of the airline confirming it.

Money is always returned by the method used for payment: a bank transfer goes back to the same account, a cash payment is refunded in cash at the office. Refunds to a third party's account are not made.

Crediting on the side of the bank or the payment system may take 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 surname or given name — in that case the ticket must be refunded and a new one issued.

An Agency service fee also applies to a change; its amount is quoted when you contact us.

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.

In such cases the Agency contacts the carrier on the passenger's behalf and follows the case through. The refund conditions and timelines are set by the carrier.

During force majeure (airspace closures, epidemic restrictions) carriers usually announce a special procedure, and the Agency informs 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 Qashqadaryo Region.