Cancellation & Refund Policy
Before anything else: we did not sell you your ticket
SoGoJet does not sell tickets. When you book, you leave the app and buy from a seller on Aviasales. That seller holds your booking and your money, so cancellations and refunds go through them, under their policy and the airline’s fare rules.
We cannot cancel your booking, we cannot refund you, and we cannot see your reservation. Anyone telling you otherwise, including any email claiming to be us, is wrong or is not us.
What follows is what to do and what you are generally entitled to, so that you know what to ask for.
Where to go, in order
First, the seller you bought from. Their name is on your confirmation email and on the charge on your statement. Every change, cancellation and refund starts there.
Then the operating airline, if the seller will not act and the ticket is in the airline’s system.
Then your card issuer, if you paid and received nothing. A chargeback is a real remedy and you are entitled to use it.
Tell us as well, at support@sogojet.com. We cannot fix your booking, but we choose which partner we hand people to, and we want to know when that choice goes badly.
The 24-hour rule, and who owes it to you
US Department of Transportation rules require the seller to let you cancel for a full refund within 24 hours of purchase, when you booked at least seven days before departure. That obligation sits with whoever sold you the ticket.
If a seller refuses inside that window, say the rule back to them: 14 CFR 259.5(b)(4). If they still refuse, the Department of Transportation takes complaints at secure.dot.gov/air-travel-complaint.
If the airline cancels or changes your flight
You are entitled to a refund from the seller if you do not accept the alternative offered, even on a non-refundable fare. A refund to a credit card is due within seven business days of the seller becoming obliged to make it.
A significant schedule change counts. You do not have to accept a flight at a time that does not work for you.
If you simply change your mind, after 24 hours
Your refund follows the airline’s fare rules for your ticket, plus whatever fee the seller charges. Some fares are fully refundable, some partially, and many not at all.
Those terms are the seller’s to state and yours to read before you pay. We do not set them, we do not receive any part of a cancellation fee, and we are not told when you cancel.
What SoGoJet charges you
Nothing. There is no booking fee, no cancellation fee, and no charge from SoGoJet at any point. When you book through SoGoJet, our partner may pay us a commission. You pay the partner’s price. We don’t add a fee.
Hotels (not offered)
SoGoJet does not offer hotel bookings. The feature is switched off and no hotel is reachable in the app.
How to cancel
Open the confirmation email from the seller you bought from and follow their cancellation process, or call the number on it. Your booking is not in SoGoJet and cannot be cancelled from this app.
If you cannot find the confirmation, look for the charge on your card statement. The merchant name on it is the seller.
Questions about the app, or a partner who is not putting something right: support@sogojet.com.