REFUND & CANCELLATION POLICY
1. Cancellation by Customer
Cancellation requests must be made in writing through the registered email address, WhatsApp number, or other officially accepted communication channel of the travel agency. The cancellation date shall be considered the date on which the written cancellation request is received.
The following cancellation charges may apply:
| Cancellation Period | Cancellation Charges |
|---|---|
| 30 days or more before arrival | 10% of total package cost |
| 15–29 days before arrival | 25% of total package cost |
| 7–14 days before arrival | 50% of total package cost |
| 3–6 days before arrival | 75% of total package cost |
| Within 48 hours / No-show | 100% of total package cost |
2. Hotel Cancellation
Hotel cancellation charges shall be applicable according to the cancellation policy of the respective hotel. Where a hotel has a stricter or non-refundable policy, the actual amount charged by the hotel shall be deducted from the customer’s refund.
3. Flight / Train / Transport Cancellation
Airline, railway, bus, taxi and other transportation cancellations or rescheduling shall be governed by the respective service provider’s rules. Applicable cancellation charges, fare differences, penalties and agency service charges shall be deducted before processing any refund.
4. Non-Refundable Services
The following may be non-refundable once booked or confirmed:
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Non-refundable hotel reservations
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Flight/train tickets marked non-refundable
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Houseboat bookings where the supplier has a non-refundable policy
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Special events, activities or attraction tickets
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Permits and government fees
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Advance payments made to third-party suppliers
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Any other service specifically identified as non-refundable at the time of booking
5. No-Show
If a customer fails to arrive at the hotel, transport pickup point, airport or other agreed location without prior written notice, it will be treated as a No-Show and normally no refund will be payable.
6. Early Departure / Unused Services
No refund shall ordinarily be provided for services that are not used after commencement of the tour, including unused hotel nights, meals, sightseeing, transportation or other package inclusions, where the service provider does not provide a refund.
7. Cancellation Due to Weather or Road Conditions
In Kashmir and other mountainous destinations, services may be affected by snowfall, landslides, heavy rainfall, road closures, adverse weather, government restrictions or other safety-related circumstances.
Where services cannot be provided due to such circumstances, the agency will make reasonable efforts to provide an alternative arrangement or obtain a refund/credit from the concerned service provider. Any refund will be limited to the amount actually refundable by the relevant service provider.
8. Force Majeure
The agency shall not be liable for cancellation or interruption caused by circumstances beyond its reasonable control, including natural disasters, extreme weather, floods, landslides, earthquakes, strikes, civil disturbances, government restrictions, security situations, pandemics, road closures or other force majeure events.
Refunds in such cases will be subject to the policies of the concerned hotels, airlines, transporters and other service providers.
9. Refund Processing
Approved refunds will be processed after the agency receives the refundable amount from the relevant service providers.
Refunds will normally be made through the same payment method used for the original booking, wherever practicable.
The agency may deduct applicable cancellation charges, supplier penalties, bank/payment gateway charges and service charges before issuing the refund.
10. Refund Processing Time
Once the refundable amount is confirmed by the relevant service providers and approved by the agency, the refund will normally be processed within 7–15 working days, subject to banking/payment processing times.
11. Change of Dates / Rescheduling
Requests for changing travel dates, hotels, vehicles or other services will be subject to availability and the terms of the concerned service providers.
Any additional cost arising from rescheduling, including fare differences, hotel rate differences, cancellation penalties or supplier charges, shall be payable by the customer.
12. Refunds for Partially Used Packages
Once a tour package has commenced, refunds for partially used services will be considered only where the relevant service provider agrees to refund the unused portion. No refund is guaranteed for voluntarily unused services.
13. Cancellation by the Travel Agency
If the agency is required to cancel a booking due to circumstances within its control, the agency will make reasonable efforts to provide an alternative arrangement. Where an alternative is not accepted or cannot reasonably be provided, the refundable amount will be determined based on the amounts recoverable from the relevant service providers.
14. Important Notice
The cancellation charges communicated at the time of booking or mentioned in the customer’s quotation/invoice may supersede the general cancellation schedule above where specifically agreed in writing.
Customers are advised to obtain travel insurance covering trip cancellation, medical emergencies, baggage loss and travel interruption.
CUSTOMER ACKNOWLEDGEMENT
By making payment towards a booking, the customer confirms that they have read, understood and accepted the above Refund & Cancellation Policy.
Travel Agency: ______________________________
Booking Reference: ___________________________
Customer Name: ______________________________
Date: _______________________________________