Terms & Conditions

About these terms

These terms apply when you use this website or ask Travelz Portal for travel assistance. Travelz Portal is operated by Urvashi Sharma ("we", "us", or "our").

By authorizing us to provide a paid service, you agree to these terms. Our Refund & Service-Fee Policy and Privacy Policy also apply and should be read with these terms.

Our services

We are an independent travel agency that assists customers with existing flight bookings. Depending on the booking and the airline's rules, our services can include:

• reviewing cancellation options, including whether a refund or travel credit may be available;
• reviewing flight date, time, and route changes;
• seat selection and seat upgrade requests;
• passenger name correction requests;
• cabin upgrade questions and requests;
• reviewing problems with check-in or boarding pass access;
• requests to add a pet or a lap infant to a booking; and
• requests for an airline's unaccompanied minor service.

We do not operate flights and we are not an airline.

How we make changes: With your permission, a travel agent uses your booking reference on the airline’s own website to request the change you authorized. We do not issue airline tickets ourselves: any new or changed ticket is issued by the airline.

Which bookings we can assist with: We can review any existing flight booking, including one made directly with an airline or through another travel website, and act on it where that airline’s rules and the original booking provider allow.

Information on this website is general. It may not apply to your booking, and it is not legal advice.

Our independent status

Travelz Portal is an independent travel agency. We are not affiliated with, endorsed by, or an official representative of any airline or other travel brand. Our service fees are separate from airline charges. Available options depend on the booking, airline rules, and applicable law.

Our phone number connects to our agency, not to an airline. You can contact your airline or original booking provider directly at any time.

Your responsibilities

When you ask us for assistance, you agree to:

• give accurate and complete information, including passenger names exactly as they appear on travel documents;
• make sure you are authorized to act for every passenger you make a request for;
• review any summary of charges or changes we give you, and tell us promptly if something is wrong;
• hold valid travel documents and meet any visa, health, or entry requirements for your trip;
• meet the airline's check-in, baggage, and boarding deadlines; and
• follow the airline's conditions of carriage.

Airline-controlled decisions

Airlines and other travel suppliers set the fare rules and conditions for your booking. They decide whether to approve refunds, travel credits, changes, name corrections, seat assignments, upgrades, check-in, and boarding, and they may change schedules, aircraft, or seat assignments.

We cannot guarantee any outcome, availability, amount, or processing time. Nothing in these terms, or in any airline policy, limits rights you have under applicable law, including U.S. Department of Transportation rules on refunds.

Authorization before paid services or booking changes

Before we provide a paid service, or submit a change or cancellation for you, we will:

1. explain the options that appear to be available;
2. tell you the applicable airline charges and our service fee; and
3. ask for your authorization.

We will not charge a service fee or submit a request without your authorization. How authorization is given and recorded: Verbal approval on the call, followed by an email summarising what you authorized and what it costs.

Once an airline has processed a cancellation or change, it may not be possible to reverse it.

Service fees and third-party charges

Our service fee is charged for our assistance and is separate from any airline or other third-party charges.

• How our fees are calculated: A flat fee per passenger, per request. The amount depends on the type of request and is confirmed on the call before you authorize anything.
• When our fees become payable: Only after you authorize the service during the call. Nothing is charged before that.
• How payment is taken: By card over the phone during the call, or through a secure payment link sent by email — whichever you prefer.
• How airline charges are collected: It depends on the airline and the request. Sometimes we collect the airline’s charges and pass them to the airline; sometimes the airline charges your card directly. Which applies is explained on the call before you authorize anything.
• How charges appear on card statements: We tell you on the call how the charge will appear on your statement.

Airline charges, such as change or cancellation charges, fare differences, taxes, seat charges, and upgrade costs, are set by the airline. Our current fee schedule is in our Refund & Service-Fee Policy.

Cancellations and refunds

Refunds and travel credits for airline tickets are decided by the airline under the fare rules and applicable law, and are processed by the airline or the provider that issued the ticket.

Refunds of our own service fee are governed by our Refund & Service-Fee Policy.

If you want to withdraw an authorization, contact us as soon as possible. Whether a request can still be stopped depends on whether it has already been submitted to the airline.

If something goes wrong

If you think you have been charged incorrectly, please contact us first so we can look into it. This does not affect any right you have to dispute a charge with your card issuer.

We will provide our services with reasonable care. We are not responsible for the decisions, acts, or omissions of airlines or other suppliers, or for problems caused by inaccurate information given to us. Nothing in these terms excludes or limits any liability or consumer right that cannot be excluded or limited under applicable law.

Using this website

We aim to keep the information on this website accurate, but airline rules and policies change often, so check the details that apply to your booking. Links to other websites are provided for convenience, and we do not control their content.

Contact and complaints

Contact us by phone at (833) 318-2190 or by email at support@travelzportal.com. Our mailing address is 4449 Easton Way #200, Columbus, OH 43219, USA.

How we handle complaints: Email us with your booking reference and what went wrong. We acknowledge complaints within 2 business days and aim to resolve them within 10 business days.

You can also file a complaint about an airline or a travel agency with the U.S. Department of Transportation, or contact your state consumer protection office.

Governing law

These terms are governed by the laws of the State of Ohio, United States. Nothing in this section takes away any protection you have under the consumer protection laws of the state where you live.

Changes to these terms

We may update these terms from time to time. The version that applies to a service is the one in effect when you authorize that service.