Refunds, Penalties & Fraud Management

1. Strict adherence to supplier rules

• SkyLux-Global passes on the original suppliers' fare rules and cancellation policies unchanged. It does not grant commercial exceptions.
• Refunds are paid to Partner only after, and to the extent that, SkyLux-Global receives them from the supplier.
• Partner is responsible for refunding its own end customers and for meeting their statutory rights (for example under Regulation (EC) 261/2004 or package travel law).

2. Partner errors

Any error by Partner or its software is at Partner's sole expense, including:

• incorrect or misspelled passenger names, dates of birth or document data;
• selection of non-refundable or incorrect fares, dates or routes;
• duplicate, speculative or fictitious bookings;
• missed ticketing or payment deadlines.

3. Administrative fees and airline debit memos

Manual reversal or change

[amount] per manual reversal

Agency Debit Memos (ADMs)

ADMs issued by airlines because of Partner's bookings or data are charged back to Partner in full, plus the manual processing fee.

Supplier penalties

Passed through at cost.

4. Chargeback liability (risk transfer)

• If an end customer of Partner disputes a payment (including card fraud, "item not received" or "not as described" disputes), Partner must reimburse SkyLux-Global in full: the disputed amount, network fees and any supplier costs already paid.
• SkyLux-Global never absorbs fraud risk for sales brokered by third parties.
• Amounts owed are deducted from the security deposit or invoiced in the next billing cycle.
• SkyLux-Global will provide the booking evidence it holds to help Partner contest the dispute.

5. Fraud prevention obligations

• Where Partner collects payment, it must apply Strong Customer Authentication (3-D Secure) where required and reasonable fraud screening.
• Partner must report suspected fraud to SkyLux-Global without delay, and SkyLux-Global may hold or cancel suspicious bookings before ticketing.