Last updated: 12 Sep 2025
Platinum Tours and Travels Ltd. strive to deliver the best travel experience to our clients.
We understand that travel plans may change and this policy explains how cancellations and refunds are handled.
1) General
We act as an agent. All refunds/exchanges are governed by the Travel Provider’s fare/rate rules plus our service fees.
2) Air tickets
· Many fares are non-refundable. Where refundable, airline penalties apply; our ticketing/refund service fees are non-refundable.
· Exchanges/changes: change penalty + fare/tax difference + our fee.
· No-show: usually minimal or no value remains.
· Involuntary changes/cancellations (e.g., schedule change): processed per airline policy; agency fees already rendered remain non-refundable.
· Processing time: airlines may take 2–12 weeks (or more) to return funds via BSP/ARC. We remit after receipt to the original payer.
3) Hotels & land services
Cancellation windows vary by supplier and room/rate type. No-show commonly incurs 100% charge. Prepaid/promotional rates are usually non-refundable.
4) Tours & packages
Deposits may be non-refundable. Third-party costs (visas, insurance, attraction tickets) are non-refundable once purchased.
5) Visas & service charges
Embassy fees, courier charges, and our processing fees are non-refundable irrespective of outcome.
6) How to request a refund
Email info@platinumtoursgh.com with booking reference, passenger names, and reason. Provide supporting documents where applicable (medical note, visa decision, bereavement proof).
7) Chargebacks
Initiating a chargeback without first allowing us time to resolve may make you liable for bank/processor fees and losses incurred.
8) Force Majeure
In the event of circumstances beyond our control (natural disasters, pandemics, strikes, government regulations, civil unrest, etc.), refunds may be subject to supplier policies.
Where possible, we will assist customers in rescheduling, receiving credits, or partial refunds.
Contact
Platinum Tours and Travel Ltd.
B7/1 Abossey Okai roundabout
5th Floor Stanbic Heights Email: info@platinumtoursgh.com
Phone: +233 24 542 4646 / +233 24 544 0600