Cancellation & Refund Policy
1. How to cancel
Open your flights dashboard and use the “Cancel booking” action on the affected reservation, or email support@lettuce.flights with your booking reference (PNR). Our system will:
- Submit a cancellation to our travel supplier and the operating airline.
- Determine the refundable amount: full ticket and service fee if you qualify for the DOT 24-hour rule, otherwise the airline's fare-rule refund.
- Issue the refund to your original card. Most refunds settle in 5–10 business days.
2. Our service fee
The lettuce.flights service fee included in your total is earned when your booking is confirmed and covers platform operation, support, and payment handling. Outside the DOT 24-hour window, the service fee is non-refundable even when the airline refunds the fare, because it is not part of the airline ticket. Where a full refund is required by law, the service fee is refunded in full.
3. After the 24-hour window
Refunds outside the DOT 24-hour window are governed by the operating airline's fare rules attached to the offer you bought. The refundable amount returned by the airline is what we refund to your card, less our non-refundable service fee. We do not net any additional portion of an airline refund beyond the disclosed service fee.
4. Schedule changes and cancellations by the airline
If the operating airline significantly changes or cancels your flight, you are entitled to a refund of the airline fare under US DOT 14 CFR 259.5(b)(8) (and equivalent rules abroad). Reply to the schedule-change email you receive from us, or contact support@lettuce.flights, and we will process the airline refund.
5. Non-refundable taxes and fees
For non-refundable fares, government taxes and certain fees may still be recoverable on request. We will pursue eligible tax refunds on your behalf when you cancel; a reasonable processing fee may apply where permitted.
6. Change requests
Date, routing, and name changes are subject to the airline's fare rules and any airline-imposed change fee. Where we facilitate a change, a lettuce.flights change-service fee, disclosed before you confirm, may also apply.
7. Held orders
If you placed a held order (not yet paid), you can let it expire at the deadline shown in your dashboard. No card was charged and no service fee applies.
8. Chargebacks
Please contact us before disputing a charge with your bank. Chargebacks filed for validly issued, non-refundable tickets or for our earned service fee will be contested with documentation, as described in our Booking Terms.
9. Disputes
If you believe a refund decision is incorrect, write to support@lettuce.flights. You may also file a complaint with the US DOT at transportation.gov/airconsumer.