Terms & Conditions

1. Introduction

These Terms & Conditions govern your use of the Ai-Assists website and booking services. By using our service you agree to these terms.

2. Our Role as Booking Agent

Ai-Assists acts as a booking agent only. We search for and arrange flights on your behalf through our partners. When you book a flight through us, you enter into a contract of carriage directly with the airline.

The airline is solely responsible for operating the flight, including any delays, cancellations, schedule changes, baggage handling, check-in, and the carriage of passengers. Ai-Assists is not the airline and is not responsible for the performance of the flight itself.

You may need to create or use an account with the airline to manage your booking, check in, or make certain changes after purchase.

3. Booking Fee

A booking fee of £15 + 3% of the flight price is charged on every booking. This fee is clearly shown before you pay and is added on top of the airline ticket price (and any extra bags you choose).

The booking fee is for work already done (search, booking, support). On customer cancellation it is non-refundable. Where the airline refunds the fare, we refund only the airline flight portion.

4. Payments

All payments are processed securely by Stripe. You pay the airline ticket price, any selected extra bags, and our £15 + 3% booking fee in one transaction.

5. Cancellations

Cancellation rules are primarily set by the airline. Our handling is as follows:

• Held bookings (fare not yet paid): You can cancel the hold. Any hold fee already paid is non-refundable. No flight fare is charged.
• Paid bookings where the airline offers a refund: We cancel the booking and refund the airline flight portion only. Our booking fee (£15 + 3%) is retained as it covers work already completed.
• Paid bookings where the airline offers no refund: The booking cannot be cancelled through us for a refund. The ticket remains valid; contact the airline if you need further advice.

Extra bags are generally non-refundable once paid, unless the airline refunds them.

6. Refunds & Disputes

Failed bookings. If payment is taken but we cannot complete the booking with the airline, we will issue a full refund to your original payment method. You will not be left without a ticket and without your money.

Refund timing. When we issue a refund through Stripe, it is processed promptly on our side. It may take a few working days (sometimes up to about 10) to appear on your card or bank statement, depending on your bank.

Disputes. If you have a problem with a charge or refund, contact us first at bookings@ai-assists.com with your booking reference and passenger names. We will investigate using our payment and booking records.

If you raise a dispute with your card issuer, Stripe and your bank will handle the process. We may provide evidence of the booking, terms accepted at checkout, and any refunds already issued.

7. Your Responsibilities

• Provide accurate passenger and passport details
• Check passport, visa and entry requirements for your destination
• Arrive at the airport with enough time for check-in and security
• Keep your booking reference and e-ticket numbers safe

8. Contact

For questions about these terms or your booking, email us at bookings@ai-assists.com.