13.1.1 Subject to these Terms and Conditions, some of our Tickets/Bookings are non-refundable. Tickets/Bookings may be changed to an alternative flight at the same or higher fare subject to availability, the payment of a change fee and any difference in fare. Full details can be found in Our schedule of Fees and Charges schedule. Please check the applicable fare rules prior to purchasing Your Ticket/Booking.
13.1.2 Refunds, where applicable, shall only be processed upon presentation of satisfactory proof of payment. Refunds will be processed within fourteen (14) working days.
13.1.3 Applications for refunds must be made by contacting Our fastjet call centre, fastjet travel shop or Your travel agent.
13.1.4 We reserve the right to make a refund in the same manner and the same currency used to pay for the Ticket. For the avoidance of doubt if payment has been made using mobile money, then the refund will be administered as a mobile payment in the same currency that was originally transacted.
13.2.1 In the event of death of the Booked Guest a refund will be considered by Us for the deceased. A certified copy of the death certificate must be submitted with a refund request. The refund request will be considered for member/s of the immediate family that were booked to accompany the deceased booked on the same flight/Date or same booking reference.
13.2.2 In the event of death of an immediate family member of a Booked Guest, the booking may be amended for travel at a later date; the date /flight change penalty may be waivered by Us with difference in fares, taxes and surcharges to be calculated in accordance with Our Applicable Tariff in effect on the date on which payment for your changes are received. No refund will be permitted.
13.3.1 In the event of hospitalisation of a Booked Guest, an official hospital invoice/ tax receipt and medical certificate must be submitted with a refund request. A refund administration fee will be applied or rebook for new date or flight at a later date. In the event of a re-booking the date/flight change penalty may be waivered with the difference in fares, taxes and surcharges to be calculated in accordance with Our Applicable Tariff in effect on the date on which payment for your changes are received. The rebooking offer will be made available to members of Your immediate family that were meant to accompany You, on the same booking reference.
13.3.2 Immediate family members are classified by Us as a spouse, mother, father and children with the same surname only.
13.4.1 In the event that a fastjet flight is cancelled or delayed refunds of the fare or applicable portion therefore shall only apply in the circumstances and subject to the conditions prescribed in Article 11.
13.4.2 If We cancel a flight or fail to stop at Your destination and no alternative flight is available, or if a refund is otherwise due to You under these Terms and Conditions, the amount of the refund shall be:
(i) if no portion of the Ticket has been used, an amount equal to the fare paid.
(ii) if a portion of the Ticket has been used, the refund will be not less than the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used.
13.4.3 Subject to this Article 13, We shall not be liable for any Damages, losses, direct or indirect costs incurred by You as a result of a cancellation or missed destination. You are strongly advised to take out adequate travel insurance in respect of the travel You intend to take.
13.5.1 In the event that fastjet fails to provide carriage refunds of the fare or applicable portion thereof therefore shall only apply in the circumstances and subject to the conditions prescribed in Article 12.