Fraud Prevention & Transaction Security Policy

Last Updated: November 7, 2026

At AirTravelHub.us, operated by Frank System Inc., we are committed to maintaining transparent business practices, protecting customer information, verifying payment authorization and reducing the risk of fraudulent transactions.

This Fraud Prevention & Transaction Security Policy explains the procedures and requirements that may apply when customers submit travel enquiries, authorize service-fee payments, complete electronic agreements or communicate with our customer support team.

Our objective is to protect legitimate customers, maintain transaction integrity, prevent unauthorized payment activity and ensure that customers understand the services and payment obligations they authorize.

1. Purpose and Scope of This Policy

This policy applies to transactions, payment authorizations, service-fee payments, customer enquiries and related activities conducted through AirTravelHub.us or its authorized customer-support and payment channels.

The policy is intended to:

• Reduce unauthorized and potentially fraudulent transactions.
• Protect customers against misleading payment requests and unauthorized charges.
• Verify that customers understand and authorize applicable service fees.
• Maintain appropriate records of customer authorization and service communications.
• Identify unusual or suspicious transaction activity.
• Provide a clear process for reviewing payment concerns and disputes.
• Support responsible payment processing and applicable legal requirements.

2. Our Business Model and Payment Transparency

AirTravelHub.us is an independent flight research and travel assistance service operated by Frank System Inc.

We assist customers in researching flight options from independent airlines and third-party travel suppliers.

Our payment model distinguishes between:

A. Airline and Supplier Payments

Customers generally pay airfare directly to the relevant airline or third-party supplier. Hotel charges and other travel-related supplier payments may also be paid directly to the respective provider.

B. AirTravelHub.us Service Fees

AirTravelHub.us may separately charge a service fee for the independent research and assistance services requested by the customer.

The service fee, its purpose and the applicable amount must be disclosed before payment. Customer authorization is required before the service fee is charged.

Submitting a flight enquiry, receiving a quotation or communicating with our support team does not by itself authorize a payment.

3. Customer Information and Verification

Customers may be asked to provide accurate information reasonably necessary to review a travel enquiry, verify a transaction or provide the requested service.

Depending on the circumstances, this may include:

• Customer's full name.
• Valid email address.
• Contact telephone number.
• Billing information required by the payment provider.
• Travel enquiry or service reference number.
• Transaction identification or payment reference.
• Other information reasonably necessary to verify the customer's request.

We may review submitted information for inconsistencies, incomplete details, unusual activity or other indicators that require additional verification.

Where reasonable verification cannot be completed, we may temporarily suspend the affected transaction or decline to proceed with the requested service.

Customers should never send their complete payment card number, card security code, banking password or other confidential financial credentials through ordinary email.

4. Express Payment Authorization

Every AirTravelHub.us service-fee transaction must be supported by the customer's express authorization.

Before a service-fee payment is processed, the customer must be provided with the applicable fee amount, the nature of the service and relevant payment terms.

We may maintain appropriate records of:

• The amount authorized by the customer.
• The date and time of authorization.
• The applicable service description.
• The transaction or payment reference.
• Relevant customer communications.
• Available authorization confirmations and electronic records.

We do not treat a general flight enquiry or quotation request as permission to charge a customer.

5. Mandatory DocuSign Electronic Agreement After Payment

As an additional transaction-verification and customer-authorization measure, AirTravelHub.us may require customers to complete an electronic service agreement through DocuSign after an applicable service-fee payment or payment authorization.

Where this requirement applies, the process will generally be as follows:

• The customer receives the applicable payment information and service-fee disclosure.
• The customer expressly authorizes the applicable payment.
• After the payment authorization or payment event, an electronic agreement is sent to the customer's designated email address through DocuSign.
• The customer must open and review the agreement carefully.
• The customer must complete all required fields and provide the requested information accurately.
• The customer must electronically sign the agreement using the DocuSign process.
• The completed agreement is returned electronically and may be retained as part of the relevant transaction record.

Completion of the required DocuSign agreement is mandatory for transactions where this additional verification requirement has been communicated to the customer.

The agreement may describe the requested service, applicable service fee, customer authorization, relevant terms and other information necessary to document the transaction.

6. Failure to Complete the DocuSign Agreement

If a customer is required to complete a DocuSign agreement but fails to do so within the completion deadline communicated in the payment instructions or DocuSign email, AirTravelHub.us may place the transaction on hold and decline to proceed with the requested service.

This may apply where:

• The customer does not open the DocuSign agreement.
• The customer does not complete required information.
• The customer does not electronically sign the agreement.
• The customer submits incomplete or inconsistent information.
• The customer declines to accept the applicable agreement.
• The required electronic agreement is not returned within the communicated deadline.

Payment Authorization and Void: Where the transaction is only an authorized but uncaptured payment, we may cancel the pending transaction or request a void through the applicable payment processor.

Captured Payment: If the payment has already been captured or settled, it cannot simply be voided. Any applicable reversal must be handled through a refund to the original payment method, subject to the applicable payment rules, disclosed terms and law.

The customer will not be charged an additional penalty merely for failing to complete the required agreement unless a separate charge has been lawfully disclosed and expressly authorized.

Any refund or reversal will be handled according to the applicable Refund Policy and payment-provider procedures.

The customer may contact our support team if they experience technical difficulties receiving or completing the DocuSign agreement.

7. Electronic Signatures and Agreement Records

Where DocuSign is used, electronic agreements and signatures may be used to document customer acceptance and authorization, subject to applicable electronic-signature laws and requirements.

Customers are responsible for:

• Using an email address they control.
• Reviewing the agreement before signing.
• Providing accurate information in required fields.
• Not signing an agreement on behalf of another person without proper authority.
• Contacting our support team if the document contains incorrect information.

Relevant agreement records, completion confirmations and transaction references may be retained for customer support, accounting, payment verification, dispute resolution and legal compliance.

8. Suspicious Transaction Review

We may review transactions that present unusual or potentially suspicious characteristics.

Examples may include:

• Repeated unsuccessful payment attempts.
• Multiple transactions that appear inconsistent with the customer's request.
• Material inconsistencies in submitted customer or billing information.
• Unusual transaction patterns or repeated duplicate payment attempts.
• Conflicting customer communications or authorization details.
• Information indicating possible unauthorized use of a payment method.
• Attempts to obtain services using misleading or fraudulent information.

A transaction may be delayed, declined, placed under review or cancelled where reasonably necessary to protect customers, our business or the payment process.

A transaction review does not automatically mean that a customer has committed fraud.

9. Duplicate and Erroneous Transactions

We take payment accuracy seriously.

If a customer believes they have been charged more than once for the same authorized service, they should contact our support team promptly.

We may review:

• Transaction identification numbers.
• Payment dates and amounts.
• Available authorization records.
• Payment processor responses.
• Relevant customer communications.

Where a duplicate or erroneous charge is verified, it will be addressed through the applicable void, reversal or refund process, depending on the transaction's payment status and applicable rules.

10. IP Addresses, Technical Logs and Transaction Records

Our website hosting infrastructure and relevant service providers may maintain technical records associated with website access and transaction activity.

Depending on the systems used, these records may include:

• IP address information.
• Date and time of website access or relevant activity.
• Browser and device information.
• Website security and technical logs.
• Available payment transaction references.
• Customer authorization and electronic agreement records.

Such information may be reviewed where reasonably necessary to investigate suspicious activity, verify transaction details, protect website security or respond to a legitimate payment dispute.

An IP address or technical record alone does not conclusively establish the identity of a person or prove that a transaction was authorized.

11. Payment Processing and Third-Party Providers

Payments may be processed through independent third-party payment processors and financial institutions.

These providers may perform their own transaction authorization, fraud screening, verification, security checks and payment monitoring.

Depending on the payment method and provider, additional verification may be required before a transaction is approved.

AirTravelHub.us does not control the independent security systems, approval decisions or processing timelines of banks, card issuers or third-party payment processors.

Customers may be subject to the applicable payment provider's terms, security requirements and privacy policy.

12. Unauthorized Payment and Fraud Reporting

If a customer believes that a payment was made without authorization, they should contact our customer support team as soon as possible.

Please provide the following information where available:

• Customer name.
• Email address associated with the enquiry or transaction.
• Transaction date and amount.
• Payment or transaction reference number.
• A brief description of the concern.

We will review the available records and investigate the reported issue.

Customers should also promptly contact their bank or card issuer where they suspect unauthorized use of a payment card or financial account.

13. Chargebacks and Payment Disputes

We encourage customers to contact us directly if they have questions about a transaction, service fee, authorization or requested assistance.

We aim to review payment concerns fairly and provide relevant information where appropriate.

Depending on the nature of a dispute, relevant records may include:

• Customer service-fee disclosures.
• Payment authorization records.
• Transaction references and payment status.
• DocuSign agreement and completion records, where applicable.
• Customer correspondence.
• Service-related records and communications.
• Relevant refund or cancellation records.

We do not discourage legitimate disputes or attempt to restrict a customer's rights under applicable law, card-network rules or financial institution procedures.

14. Refunds, Voids and Transaction Reversals

The treatment of a cancelled transaction depends on its actual payment status.

• Pending authorization: An uncaptured authorization may be voided or cancelled through the payment provider where supported.
• Captured payment: A completed payment must generally be handled through a refund rather than a void.
• Duplicate transaction: A verified duplicate charge will be reviewed and addressed through the appropriate reversal or refund process.
• Supplier payment: Airline, hotel and other supplier payments remain subject to the supplier's own refund procedures.

Approved refunds processed directly by Frank System Inc. will follow our published Refund, Cancellation & Travel Disruption Policy. The time required for a refund to appear in a customer's account may depend on the payment provider and financial institution.

15. Customer Privacy and Information Protection

Customer information is handled in accordance with our Privacy Policy and applicable privacy and data-protection requirements.

Information may be accessed or shared only where reasonably necessary for customer support, transaction verification, payment processing, fraud investigation, legal compliance or fulfillment of the customer's request.

We do not sell personal information as part of our ordinary business practices.

Customers should use caution when sharing confidential financial or identity information and should only use the appropriate secure channels provided for a specific purpose.

16. Suspension or Refusal of Suspicious Transactions

Where a transaction presents unresolved security, authorization or verification concerns, Frank System Inc. may take reasonable protective action.

Such action may include:

• Requesting additional verification information.
• Temporarily holding a transaction for review.
• Declining an incomplete or unauthorized payment request.
• Voiding an uncaptured payment authorization where supported.
• Issuing an applicable refund for a captured payment where required or approved.
• Declining to provide the requested service where lawful and appropriate.

Any action will be handled in accordance with applicable law, payment-provider requirements and the customer's contractual rights.

17. Customer Cooperation

Customers are expected to provide accurate information, use payment methods they are authorized to use and complete any verification or electronic agreement requirements communicated before the applicable deadline.

Customers should promptly notify us if:

• They do not recognize a transaction.
• They receive an unexpected payment request.
• They receive a DocuSign agreement they did not expect.
• The information in an electronic agreement appears incorrect.
• They experience a payment or signing issue.
• They believe their personal or payment information has been misused.

18. Policy Updates

We may update this policy when necessary to reflect changes in our business operations, payment procedures, security practices, technology or applicable legal requirements.

The latest version will be published on this page with its updated revision date.

Customers are encouraged to review this policy periodically.

19. Contact Information and Fraud Reporting

For payment questions, transaction verification, DocuSign assistance, suspected fraud or other security concerns, please contact our support team.

24 Hours Customer Service
Phone: +1 (888) 794-3162

AirTravelHub.us
Operated by Frank System Inc.
20 Bailey Cir, Dover, DE 19901, USA
Email: support@airtravelhub.us
Email: support@franksystem.com