I. General Refund Principles
- Transparency: Clearly state that the refund policy is an integral part of the website’s Terms and Conditions and should be easily accessible.
- Travel Provider Dependent: Emphasize that most refunds for flights, hotels, packages, etc., are subject to the individual cancellation and refund policies of the airline, hotel, tour operator, or other travel provider. The website acts as an intermediary.
- Website Service Fees (Non-Refundable): Clearly state if the website charges any booking fees, service fees, or processing fees that are non-refundable even if the booking is canceled.
- How to Request a Refund: Provide clear instructions on how users can initiate a refund request (e.g., through their “My Bookings” section, a dedicated refund request form, or contacting customer support via email/phone).
- Refund Processing Time: Provide an estimated timeframe for refund processing. This often involves two stages:
- Travel Provider Processing: The time it takes for the airline/hotel to process the refund back to the website.
- Website Processing: The time it takes for the website to process the refund to the user’s original payment method. (e.g., “Refunds typically take 7-10 business days after the travel provider confirms the refund, but can take longer depending on your bank/card issuer.”)
- Original Payment Method: State that refunds will generally be issued to the original payment method used for the booking.
- Partial Refunds: Explain that depending on the travel provider’s policy and the timing of the cancellation, refunds might be partial, with certain components being non-refundable (e.g., specific taxes, non-refundable room rates, flight change fees).
II. Specific Scenarios & Conditions - Flight Cancellations:
- Airline Initiated Cancellations: If the airline cancels the flight, users are generally entitled to a refund as per airline refund policy.
- Hotel Cancellations:
- Hotel Policy: State that refund eligibility depends entirely on the hotel’s specific cancellation policy, which varies by room rate and booking terms.
- Deadlines: Highlight the importance of checking the hotel’s cancellation deadline (e.g., “Cancel by [time] on [date] for a full refund”).
- Non-Refundable Rates: Clearly mention that some rates (e.g., “non-refundable” or “advance purchase”) offer no refunds upon cancellation.
- Package/Tour Cancellations:
- Specific Package Terms: Emphasize that package deals (flight, hotel, tours) often have stricter and unique cancellation policies due to multiple components. Refer users to the detailed terms provided at the time of booking.
- Supplier Policies: Clarify that each component (flight, hotel, activities) within a package may have its own separate cancellation rules from the respective suppliers.
- Visa/Travel Document Issues:
- User Responsibility: Reiterate that obtaining necessary visas and travel documents is the user’s sole responsibility.
- No Refund for Document Issues: State that the website is not liable for refunds if travel is impossible due to insufficient or invalid travel documents, as per standard industry practice.
- Medical Emergencies/Unforeseen Circumstances (Force Majeure):
- Discretionary Refunds: While not always guaranteed, state that in cases of genuine medical emergencies or unforeseen circumstances (e.g., natural disasters, widespread travel bans), the website will facilitate communication with travel providers, but refunds are at the discretion of the provider.
- Travel Insurance: Strongly recommend purchasing travel insurance to cover such eventualities, as the website’s refund policy may not cover these.
III. Refund Process & Communication - Required Information: Specify what information is needed for a refund request (e.g., booking ID, passenger names, reason for cancellation).
- Communication Channel: Specify the official channel for refund requests (e.g., “All refund requests must be submitted via email to [refund email address] or through the ‘My Bookings’ section on our website”).
- Status Updates: Inform users how they can track the status of their refund request.
- Currency: Specify that refunds will be processed in Indian Rupees (INR) and any foreign currency amount will depend on the exchange rate on the day of the refund.
IV. Important Disclaimers - No Guarantees: Reiterate that the website cannot guarantee full refunds or specific timelines, as these are largely dependent on the policies of the travel providers and payment gateway processing times.
- Policy Changes: Reserve the right to amend the refund policy, with changes becoming effective upon posting on the website.
V. Customer Support - Contact Information: Provide clear contact details for customer support for any refund-related queries.
Example Clauses (to be adapted): - “All cancellations and refunds are subject to the specific terms and conditions of the respective airline, hotel, or tour operator. Our website acts as an intermediary, and we will process refunds strictly according to their policies.”
- “A non-refundable service fee of INR [Amount] will be deducted from all successful refund amounts, regardless of the travel provider’s refund policy.”