Version: 2.0
Effective date: 29 September 2026
Key points
- Refunds and changes follow the fare rules of the ticket you bought. These are shown before you book.
- When a refund is due, we refund what the airline returns for your ticket. This is usually less than you paid, because it excludes airline penalties and our booking service.
- If you are charged but we cannot issue your ticket, you get everything back, including the payment processing fee.
- Apart from that case (and the others listed in section 2), the payment processing fee is not refundable.
- This policy covers bookings made with Flightpadi only.
1. Scope
1.1 This Refund & Cancellation Policy (“Policy”) forms part of our Terms of Service. It applies to flights booked with Flightpadi Ltd (“Flightpadi”, “we”, “us”), whether on our website or on WhatsApp. Terms defined in the Terms of Service have the same meaning here.
1.2 We handle refunds and changes only for bookings made with Flightpadi. For tickets bought elsewhere, please contact the airline or agent you booked with.
1.3 Flightpadi is a travel agent. Whether a ticket can be changed or refunded, and the amount the airline returns, are set by the airline’s fare rules. We submit and follow up requests on your behalf, but we cannot override the airline’s decision.
2. Before your ticket is issued
2.1 Unpaid reservations. If you do not complete payment within the hold time shown, your reservation lapses. Nothing is charged.
2.2 Payment taken, ticket not issued. If your payment is taken but we are unable to issue your ticket (for example, because the fare is no longer available or the airline’s system fails), we will tell you. You may choose an alternative flight, or a full refund of everything you paid, including the payment processing fee. We will start the refund within two (2) business days.
2.3 Duplicate or incorrect charges. If you are charged more than once for the same booking, or charged more than the confirmed total, we will refund the excess in full, including any payment processing fee charged on it. Please tell us as soon as you notice, and include your payment reference.
2.4 Bookings cancelled by us. If we cancel a booking under clause 6.4 or 6.5 of the Terms of Service, we will refund all amounts paid, including the payment processing fee.
3. Cancelling after your ticket is issued
3.1 Your fare rules decide. Depending on the fare, a ticket may be:
- fully or partly refundable, with any airline penalty deducted;
- refundable only as airline credit or a voucher; or
- non-refundable, in which case, depending on the airline, only certain government taxes may be recoverable.
The fare rules for your ticket are shown before you book, and are available from us at any time.
3.2 What you get back. Where a refund is due, we refund the amount the airline returns for your ticket. This is usually less than the price you paid, because it excludes airline penalties and our booking service. Where the airline issues credit or a voucher instead of money, we will pass it to you with the airline’s conditions for using it.
3.3 Payment processing fee. The payment processing fee is charged by our payment provider when you pay and is not refundable, except in the cases in section 2.
3.4 Cancelling soon after booking. Cancelling soon after booking does not by itself entitle you to a full refund. Many promotional and low fares are non-refundable as soon as the ticket is issued.
3.5 Confirmation before cancelling. Before we cancel a ticket, we will tell you the expected refund position and ask you to confirm. A cancelled ticket cannot be reinstated.
4. Changing your booking
4.1 Date, time, route and name changes depend on the fare rules and the airline’s approval.
4.2 A change may involve an airline change fee and the difference in fare. We will tell you the total before making the change, and it will only go ahead once you have agreed and paid.
4.3 Airlines often allow only minor spelling corrections to passenger names. Other name changes may need a new ticket.
5. Missed flights (no-shows)
5.1 If a passenger does not check in or board, for example because of lateness, missed check-in deadlines, or missing or invalid travel documents, the airline’s no-show rules apply.
5.2 Many fares are fully non-refundable after a no-show. Some airlines refund certain taxes, or allow a change for a fee.
5.3 On many tickets, missing a flight automatically cancels the return or onward flights. If you expect to miss a flight, contact us before departure so we can check the options.
6. When the airline changes or cancels your flight
6.1 If the airline cancels your flight or significantly changes its schedule, the options are set by the airline. They usually include an alternative flight, or a refund of the ticket value.
6.2 We will tell you about the change as soon as we are notified, explain your options, and act on your choice. Where a refund is due, clause 3.2 applies to the amount, and airline penalties do not normally apply to airline-initiated changes.
6.3 Care and compensation for delays, cancellations or denied boarding are the airline’s responsibility under its conditions of carriage and applicable aviation consumer protection regulations. We will help you make a claim.
7. How to request a refund or change
7.1 Contact us on WhatsApp or at [email protected], with your booking reference and the passenger names concerned. Requests must come from the person who made the booking, or from a passenger on it.
7.2 We will submit your request to the airline promptly, normally within two (2) business days of receiving all the information we need.
8. Refund timelines and payment
8.1 Once the airline approves a refund, it decides when to return the funds to us. Airline timelines vary widely and can take several weeks or longer. We will follow up with the airline and keep you updated.
8.2 We will pay your refund within five (5) business days of receiving the funds from the airline.
8.3 Refunds are paid in Nigerian Naira to your original payment method or to a bank account in the name of the person who made the booking. Your bank may take additional time to credit your account.
8.4 PadiMiles earned on a refunded booking are removed. PadiMiles redeemed on it are returned to your account.
9. Chargebacks
9.1 Please contact us before raising a dispute with your bank. Most issues are resolved faster directly.
9.2 If you raise a chargeback while a refund request is in progress, we may pause the request until the dispute is resolved, to avoid a double refund. We will provide the bank with the evidence of your booking, including your acceptance of our Terms.
9.3 This does not affect your right to dispute an unauthorised transaction with your bank.
10. Complaints
If you are unhappy with how a refund or change has been handled, please follow the complaints process in clause 18 of our Terms of Service. You may also contact the Federal Competition and Consumer Protection Commission, or the consumer protection directorate of the Nigerian Civil Aviation Authority.
11. Changes to this Policy
We may update this Policy from time to time. The version in force when you made your booking applies to that booking.