Terms & Conditions

1. Who we are

FlyWiseGo is a trading name of Monsoon and Leaf Ltd, registered in England and Wales (company no. 17252331), registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. We act as an online travel agent: we arrange flights on your behalf with the airline. The airline is the carrier and is responsible for operating your flight. Your contract of carriage is with the airline and is governed by its conditions of carriage and fare rules.

We sell flight-only bookings. We do not sell package holidays, so ATOL protection does not apply to bookings made with us.

2. Our services

• Book now — you pay the full price and we ask the airline to issue your ticket straight away.
• Fare lock — you pay a lock fee and the airline reserves your seats under a real booking reference (PNR) until the airline's deadline. The ticket is not issued until you pay the balance.
• Scheduled fare lock — you choose a future date for your fare lock to be created. On that date we search the airline's live inventory and reserve the closest match to your chosen flights. The fare is set at the airline's live price on that day and may differ from the price you saw when ordering.

3. Prices and payment

• Prices shown include airline fares, taxes and our service charge, unless stated.
• Airline fares change constantly. Just before taking payment we re-check the live price. If it has risen beyond a small amount we absorb, we show you the new total before charging. You can then pay or go back.
• Payments are processed securely by Stripe. We never see or store your full card details.
• You are charged in the currency shown at checkout. Fare-lock balances are charged in the currency the fare was locked in. Your bank may add its own fees.
• Promo codes and multi-passenger savings reduce our service charge only, never the airline fare.

4. Fare locks

• A fare lock is a real airline reservation, not a ticket. You cannot fly on it until the balance is paid and the ticket is issued.
• The airline sets how long the fare and seats are held. We show the deadline at checkout and in Manage My Booking. The airline may shorten or end a reservation without notice.
• To convert your lock into a ticket, pay the balance before the deadline. Conversion closes 15 minutes before the airline deadline. The lock fee is fully credited toward the ticket.
• If you do not convert, the reservation lapses with the airline on its own. You do not need to cancel it. Fare locks cannot be cancelled by customers.
• If a scheduled fare lock cannot be created on the delivery date after our retries, we refund the lock fee in full.
• A fare lock is a genuine reservation you can verify with the airline. We cannot guarantee that any third party will accept it for their own purposes.

5. Your responsibilities

• Passenger names must match passports exactly. Name corrections may cost money or be impossible once a ticket is issued.
• You are responsible for valid passports, visas, health documents and entry requirements. We are not liable if you are refused boarding or entry.
• Give us a valid email and phone number so we can reach you about your booking.
• Check in and arrive at the airport in line with the airline's rules.

6. Changes and cancellations by you

Changes and cancellations of issued tickets follow the airline's fare rules. Many fares are non-refundable or carry fees.

• Changes (dates, times, seats): you make these directly with the operating airline through its website, app or contact centre, using your airline booking reference. The airline charges any change fee and fare difference.
• Cancellations and refunds: email us and we request the refund from the airline on your behalf. Where the fare allows a refund, we pass on what the airline returns to us, minus a fixed £25 administration fee per booking for handling your request.
• The £25 administration fee applies only to cancellations you ask for. It is never charged when the airline cancels your flight.
• Flights are exempt from the 14-day cooling-off period under UK and EU consumer law, so there is no automatic right to cancel after booking.

Full details are in our Refund & Cancellation Policy.

7. Schedule changes and cancellations by the airline

Airlines sometimes change flight times, routes or flight numbers, or cancel flights. When the airline notifies us of a change affecting your booking, we will email you as soon as reasonably possible with the options the airline offers, which may include accepting the new schedule, rebooking or a refund. Please reply by the deadline we give you.

Your rights to compensation or care for delays, cancellations and denied boarding (for example under UK261 / EU261) are against the operating airline. We will help point you to the right airline process where we can.

8. Baggage and extras

We show baggage allowances as supplied by the airline. Extra bags bought through us are added to your airline booking and are subject to the airline's rules. Prices for extras include a service charge. If the airline refuses an extra bag after your ticket is issued, your ticket stays valid and we refund the full amount you paid for that bag.

9. Our liability

We are responsible for arranging your booking with reasonable care and skill. However, we act solely as an online travel agent: we are not the airline, and we are not responsible for the airline's operation of the flight, flight delays, cancellations, schedule changes, or events beyond our reasonable control (such as strikes, severe weather, airspace closures, or technical failures by third-party GDS systems).

Our total liability to you for any claim arising out of or relating to your booking is strictly limited to the total amount paid by you to us for that specific booking. We shall not be liable for any indirect, incidental, or consequential losses (such as missed connecting transport, unrefundable hotel bookings, or lost wages).

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited under English law. Nothing affects your mandatory statutory rights as a consumer.

10. Free tools

Our passport and visa photo checker is provided free, as guidance only. Photos are processed in your browser and are not uploaded to us. Final photo acceptance is decided by the issuing authority.

11. Complaints and law

If something goes wrong, email support@flywisego.com with your booking reference and we will aim to reply within 8 hours if you are travelling within the next 48 hours, or within 24 hours for general queries. These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, unless you live elsewhere in the UK and are entitled to use your local courts. If you live outside the United Kingdom, you also keep any mandatory consumer protections given to you by the laws of your country of residence.