Refund Policy

Last updated: August 2026

Before preparation

If an order has not entered preparation, contact support immediately. We will review whether cancellation remains technically possible.

After preparation or delivery

Because reservation documents are personalized digital services, an order that has been prepared, generated, downloaded or emailed is generally non-refundable except where required by law or where OnwardReady failed to provide the purchased service.

Customer information errors

Refunds are not normally provided for information entered incorrectly by the customer. Contact support promptly to request a correction review.

Duplicate payments

Verified duplicate charges for the same order will be investigated and refunded to the original payment method where possible.

Processing delays

A delay does not automatically cancel an order. Contact support if the document remains unavailable after the displayed support threshold.

Third-party decisions

Rejection by an airline, embassy, immigration authority, hotel or other third party is not by itself grounds for a refund.

Requesting a review

Send the order number, payment reference and reason through the Contact page. Approved refunds may take several business days depending on the payment provider.