Refund & Cancellation Policy

1. Purpose and scope

This policy explains how AirSupportTeam LLC handles refunds and cancellations. It applies to services provided directly by AirSupportTeam. It also explains, for clarity, why we cannot process refunds for airline tickets — a point that causes frequent confusion.

2. AirSupportTeam does not sell travel

AirSupportTeam is an independent publisher of educational content. We do not sell, issue or administer flight tickets, hotel reservations, insurance products or any other travel service. We hold no inventory, we are not an agent of any carrier, and we receive no payment from you for access to the guidebook.

Because no purchase is made on this website, there is nothing for us to refund in relation to travel. All refund requests for a flight must be made to the entity that issued the ticket: the airline, the travel agency or the online booking platform shown on your confirmation email or card statement.

3. Where your airline refund actually comes from

• Ticket bought directly from an airline: the airline processes the refund under its own conditions of carriage and fare rules.
• Ticket bought from an agency or online platform: that agency is the merchant of record and must handle the refund, even where the airline has authorised it.
• Ticket paid with points or vouchers: refunds normally return to the original form of payment under the loyalty programme's terms.
• Involuntary cancellation by the carrier: statutory passenger rights may create a right to a cash refund rather than a voucher, depending on jurisdiction.

Our Refunds & Compensation chapter explains these routes and the evidence that supports a claim. That guidance is informational and does not create any entitlement.

4. Paid services offered by AirSupportTeam

The guidebook and our support channels are free. If we introduce an optional paid service in the future — for example a licensed content package for travel programmes or a professional briefing — the following terms will apply to it:

4.1 Cooling-off period

Consumers may cancel any paid service within 14 days of purchase for a full refund, unless the service has been fully performed within that period with your express prior consent and acknowledgement that the cancellation right is lost on completion. This reflects mandatory consumer rights in the EEA and the United Kingdom; we apply it worldwide as a matter of policy.

4.2 Digital deliverables

Where a report or briefing document has been delivered, refunds are available only where the deliverable is materially different from what was described, or contains a factual error we are unable to correct within five business days.

4.3 Subscriptions

Any subscription may be cancelled at any time and remains active until the end of the paid period. We do not automatically refund unused portions of a term already started, except where required by law or where we discontinue the service.

4.4 Cancellation by us

If we cancel or discontinue a paid service you have bought, you receive a pro-rata refund of the unused portion without needing to ask.

5. How to request a refund from us

Send a request to billing@airsupportteam.com including the purchase reference, the date of purchase, the name on the order and the reason for the request. We acknowledge within 2 business days and decide within 10 business days. Approved refunds are returned to the original payment method within 5 to 10 business days, depending on your bank or card issuer. We do not charge processing fees on refunds.

6. Chargebacks

Please contact us before initiating a chargeback. A dispute raised without prior contact is usually slower to resolve than a direct request, because the card scheme timetable replaces our own. We cooperate fully with legitimate disputes and provide the issuer with all relevant records.

7. Newsletter and account cancellation

The newsletter is free and can be cancelled from the unsubscribe link in any email, with effect immediately. There is no account to close, because reading the guidebook does not require registration.

8. Support enquiries are not a purchased service

Guidance provided by our specialists is free, informational and given without warranty. No fee is charged and therefore no refund arises, regardless of the outcome of any claim you subsequently make to an airline or authority.

9. Statutory rights

Nothing in this policy limits rights you have under mandatory consumer protection law in your country of residence, including any right to a remedy where a paid service is not supplied with reasonable care and skill.

10. Contact

AirSupportTeam LLC
2825 W Main St, Bozeman, MT 59718, United States
billing@airsupportteam.com
+1 406-587-3091 — Monday – Friday, 8:00 AM – 6:00 PM (MT)

Effective date: January 12, 2026