Returns & Refunds policy

CANCELLATION, CHANGES AND REFUND POLICY
Last updated: 24 August 2026

  1. Purpose

This Policy explains the rules applicable to cancellations, booking changes, termination fees and refunds.

FLY PRO S.R.L. provides travel services rather than physical goods. Travel services cannot be physically “returned”; therefore, this Policy replaces any traditional return policy.

Company contact:

Support: support@flypro.ro
Refunds: refund@flypro.ro
Phone/WhatsApp: +40 749 267 670

  1. Booking Classification

The booking confirmation will identify whether the booking is:

  • A stand-alone travel service;

  • A package;

  • A linked travel arrangement;

  • A corporate framework booking.

Different legal and supplier rules may apply to each category.

  1. Stand-Alone Travel Services

A stand-alone flight, hotel, transfer or other travel service is governed by:

  • The cancellation conditions displayed before payment;

  • The relevant supplier’s conditions;

  • Fly Pro’s separately disclosed service fees;

  • Mandatory Romanian and European law.

Some rates may be flexible, partially refundable or non-refundable.

A restriction applies only where it was communicated clearly before payment.

European package-travel cancellation rules do not generally apply to a service purchased on a stand-alone basis.

  1. Package Cancellation by the Traveller

A traveller may terminate a package at any time before departure.

Where termination is not based on a statutory no-fee ground, Fly Pro may deduct an appropriate and justifiable termination fee.

The fee will be determined using:

  • The time remaining before departure;

  • Non-recoverable supplier costs;

  • Costs saved because of cancellation;

  • Income obtained or reasonably expected from resale or reuse of the services;

  • Reasonable administrative work directly related to termination.

Any standardised fee shown before booking must remain reasonable and justifiable.

Upon request, Fly Pro will provide a calculation or justification.

Fly Pro will not automatically apply a fixed percentage where that percentage would exceed the legally appropriate and justifiable net loss.

  1. Cancellation Without a Fee

For a qualifying package, no termination fee will apply where unavoidable and extraordinary circumstances occur at the destination or its immediate vicinity and significantly affect:

  • Performance of the package; or

  • Passenger transport to the destination.

In that case:

  • The traveller is entitled to a full refund of package payments;

  • The refund will be made within 14 days after termination;

  • No additional compensation is due solely because of that termination, unless another law provides otherwise.

Whether circumstances qualify will be assessed objectively and case by case.

  1. Significant Changes or Price Increases

A package may be terminated without a fee if Fly Pro:

  • Significantly changes a main characteristic;

  • Cannot fulfil an accepted special requirement;

  • Increases the package price by more than 8%.

The traveller may instead accept the change or a substitute package.

Where an accepted substitute is lower in quality or cost, an appropriate reduction will be made.

  1. Changes Requested by the Customer

Changes are subject to availability.

The customer may be charged only:

  • Actual supplier change or cancellation costs;

  • Any increase in the price of the replacement service;

  • A Fly Pro administration fee clearly disclosed before booking or before the requested change is confirmed.

A percentage cancellation fee will not automatically apply to a change unless the original booking must be terminated.

Fly Pro will explain the cost before processing the change whenever reasonably possible.

  1. Transfer of a Package

A traveller may transfer a package to another eligible person after providing reasonable written notice.

Notice at least seven days before departure is considered reasonable.

The original and replacement traveller are jointly responsible for:

  • Any outstanding balance;

  • Actual and reasonable transfer costs.

The transfer cost will not exceed Fly Pro’s actual cost and evidence will be provided upon request.

This package-transfer right does not require an airline to permit a name change on a stand-alone ticket where package rules do not apply.

  1. Cancellation by Fly Pro

If Fly Pro cancels a package before departure, all package payments will be refunded within 14 days.

Compensation may also be payable unless cancellation results from:

  • Failure to reach a minimum participant number disclosed in the contract and proper notice was given; or

  • Unavoidable and extraordinary circumstances preventing performance.

The applicable minimum-participant notice is no later than:

  • 20 days before a trip lasting more than six days;

  • Seven days before a trip lasting two to six days;

  • 48 hours before a trip lasting less than two days.

  1. Individual Service Not Provided Due to Fly Pro’s Fault

Where an individual tourism service cannot be provided or is only partly provided due exclusively to Fly Pro’s fault, Fly Pro will:

  • Offer a service of the same type and category or a superior category, subject to the traveller’s consent; or

  • Refund the amount paid for the affected service within no more than 14 days.

This rule does not replace the separate regime applicable to packages and linked travel arrangements.

  1. Cancellation by an Airline, Hotel or Other Supplier

For a stand-alone service, available options may include:

  • Rebooking;

  • Rerouting;

  • Credit;

  • Voucher;

  • Full or partial refund;

  • Compensation under passenger-rights legislation.

Fly Pro will communicate the supplier’s decision and assist with the available process.

Nothing in this Policy limits rights under European passenger-rights regulations.

Where Fly Pro receives a stand-alone ticket refund from an airline or supplier on behalf of the customer, Fly Pro will transfer the refundable amount without undue delay, subject only to any lawful and previously disclosed fee.

  1. Restricted and Non-Refundable Rates

A service may be described as non-refundable only where this condition is shown clearly before payment.

A non-refundable condition does not remove rights arising from:

  • Cancellation or non-performance by the supplier;

  • Mandatory passenger rights;

  • Mandatory package-travel rights;

  • Fly Pro’s own failure to perform;

  • Unfair-contract-term law.

  1. No-Shows and Partially Used Services

A traveller who fails to check in or use a confirmed service without prior cancellation may be treated as a no-show.

A voluntary no-show or voluntary early departure is generally non-refundable where the applicable conditions were disclosed.

This does not affect rights arising from non-performance, lack of conformity, extraordinary circumstances or mandatory law.

  1. No General 14-Day Online Cancellation Right

The ordinary 14-day cooling-off period applicable to some online purchases generally does not apply to date-specific accommodation, car hire, catering, leisure and other legally excluded travel services.

A reference to “14 days” in this Policy normally concerns the deadline for Fly Pro to issue a legally required package refund after termination; it is not a general period during which every travel booking may be cancelled freely.

  1. Vouchers and Credits

Where the customer has a legal right to a monetary refund, Fly Pro will not replace it with a voucher without the customer’s informed and voluntary agreement.

The customer may reject a voluntary voucher and request the monetary refund legally due.

The value, validity, transferability and conditions of any accepted voucher will be provided in writing.

  1. Refund Calculation

A refund for a package will be calculated from all payments made by or on behalf of the traveller for that package, minus any lawful, appropriate and justifiable termination fee.

A refund for a stand-alone service will be calculated according to:

  • The supplier’s disclosed rules;

  • The amount refundable by the supplier;

  • Fly Pro’s lawful and disclosed fees;

  • Applicable mandatory rights.

No hidden fee will be deducted.

  1. Refund Method and Timing

Refunds will normally be returned to the original payment method.

Package refunds legally due after termination will be made without undue delay and no later than 14 calendar days after termination.

Refunds required for an individual service not provided due exclusively to Fly Pro’s fault will be made within no more than 14 days.

The payment provider or bank may require additional time to display the transaction after Fly Pro has released it.

Fly Pro may request verified bank details where the original payment method cannot be used. Never send full card information through email or WhatsApp.

  1. How to Submit a Request

Send a written request to:

refund@flypro.ro

You may also use:

support@flypro.ro
WhatsApp: +40 749 267 670
Phone: +40 749 267 670

Telephone may be used for urgent assistance, but written confirmation may be required.

Include:

  • Booking reference;

  • Lead traveller’s name;

  • Company name, where applicable;

  • Travel dates;

  • Service to be cancelled or changed;

  • Reason for the request;

  • Supporting documents where relevant;

  • Preferred contact method.

Fly Pro will acknowledge receipt on a durable medium.

  1. Complaints and Disputed Refunds

If you disagree with a refund calculation, write to refund@flypro.ro and request:

  • The applicable supplier condition;

  • The termination-fee calculation;

  • Evidence of relevant transfer or change costs;

  • Confirmation of the amount refunded.

Fly Pro will review the complaint and provide a reasoned response.

  1. Consumer Protection

Romanian consumers may submit a complaint to:

Romanian National Authority for Consumer Protection — ANPC:
https://eservicii.anpc.ro/Depune-Cerere?serviciufilter-Category=Reclamatii+Consumatori&serviciupagesize=8

ANPC Alternative Dispute Resolution:
https://anpc.ro/sal/

For cross-border consumer disputes in the EU, Iceland or Norway:

European Consumer Centres Network — ECC-Net:
https://commission.europa.eu/topics/consumers/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en

ECC Romania:
https://eccromania.ro/

  1. Mandatory Rights

Nothing in this Policy excludes or restricts mandatory rights under Romanian law, EU package-travel law, passenger-rights legislation, GDPR or applicable consumer-protection law.

Where this Policy conflicts with a mandatory legal right, the mandatory right prevails.

  1. Contact

FLY PRO S.R.L.
CUI: 52750773
Registered office: Bucharest, Romania
Support: support@flypro.ro
Refunds: refund@flypro.ro
Phone/WhatsApp: +40 749 267 670