Refund Policy
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1. General Overview
- Travlo is committed to providing a user-friendly and transparent refund process. Refunds are governed by the policies of the respective Service Providers (airlines, hotels, transport operators, etc.) involved in the booking. Travlo acts as a facilitator and assists users in securing refunds as per the applicable terms.
- Refund eligibility, timelines, and amounts depend on factors such as the type of booking, Service Provider policies, reason for cancellation, and refund request submission timelines.
2. Refund Eligibility
Refunds may be processed under the following circumstances:
User-Initiated Cancellations:
- Users can cancel their bookings via the Travlo platform or by contacting customer support.
- Refunds are subject to the cancellation policy of the Service Provider. Deductions may include cancellation fees, convenience charges, and service fees.
- Non-refundable bookings (e.g., promotional fares, special packages) are not eligible for refunds.
Service Provider-Initiated Cancellations:
- Refunds for cancellations by airlines, hotels, or other Service Providers (e.g., flight cancellations, hotel overbookings) will be processed as per their respective policies.
- Travlo is not liable for the timing or amount of refunds provided by Service Providers.
Force Majeure Events:
- Refunds for cancellations due to events beyond Travlo’s control (e.g., natural disasters, pandemics, government restrictions) will adhere to Service Provider policies.
- Travlo will assist Users in negotiating partial refunds or alternative bookings if possible.
Technical Errors:
- Refunds may be issued for bookings not confirmed due to system errors, payment gateway issues, or other technical failures.
- Refunds for such instances will exclude non-refundable convenience or service fees.
Partial Usage:
- Refunds for partially used services (e.g., unused return flights, shortened hotel stays) are processed on a pro-rata basis where applicable.
3. Refund Process
Submission of Refund Requests:
- Users must submit refund requests via the Travlo platform, customer support email, or phone hotline.
- The following details are required for processing:
- Booking reference number
- Reason for cancellation/refund request
- Supporting documents (e.g., medical certificates, government advisories)
Processing and Approval:
- Travlo will review the refund request and coordinate with the Service Provider for confirmation and processing.
- Refund approval depends on the Service Provider’s cancellation and refund policy.
Mode of Refund:
- Refunds will be processed using the original payment method (e.g., credit card, UPI, net banking). In exceptional cases, refunds may be issued as Travlo credits or vouchers.
Refund Timelines:
- Standard Refunds: Processed within 7-10 business days of receiving confirmation from the Service Provider.
- Complex Refunds: Cases involving partial cancellations, disputes, or force majeure events may take up to 21 business days.
Notification:
- Users will be notified via email or SMS once the refund is initiated. Refund status can also be tracked on the Travlo platform.
4. Refund Deductions
The refund amount may include the following deductions:
Cancellation Fees: As specified by the Service Provider.
Convenience/Service Fees: Non-refundable fees charged by Travlo for booking facilitation.
Pro-Rata Adjustments: For partially used services or packages.
Taxes and Levies: Refunds may exclude government-imposed taxes and levies in certain cases.
5. Non-Refundable Bookings
Certain bookings and charges are non-refundable, including:
- Discounted or promotional fares/packages.
- No-show bookings or late cancellations as per Service Provider policy.
- Government-imposed taxes or levies, unless refunded by the respective authority.
6. Dispute Resolution for Refunds
Disputed Refunds:
- For discrepancies in refund amounts or delays, Travlo will mediate between the User and Service Provider to resolve the issue.
- Users can escalate unresolved disputes to [email protected].
Legal Escalation:
- If disputes remain unresolved, Users may pursue arbitration or legal channels as per Travlo’s dispute resolution terms.
7. Special Cases
Refunds for Group Bookings:
- For group bookings, refunds will be calculated based on the number of cancellations and Service Provider policy.
- Partial refunds may be issued for unused group services.
Refunds for Travel Packages:
- Refunds for bundled bookings (e.g., flight + hotel) will be calculated individually for each component based on cancellation terms.
- Non-refundable components will not be eligible for refunds.
COVID-19 Related Refunds:
- For cancellations due to COVID-19 restrictions, refunds will follow government advisories and Service Provider policies.
- Travlo will assist Users in securing partial refunds or rescheduling bookings if applicable.
8. User Responsibilities
Timely Cancellations:
- Users must cancel bookings promptly to maximize refund eligibility. Delays may result in reduced or no refunds.
Accurate Information:
- Users must provide accurate booking details. Incorrect information may delay refunds or result in ineligibility.
Refund Policy Awareness:
- Users are responsible for reviewing cancellation and refund policies at the time of booking.
9. Additional Refund Information
Refund Processing Fee:
- Travlo reserves the right to charge a nominal fee for processing refund requests, which will be communicated upfront.
Refund Delays:
- Refunds may be delayed due to technical issues, banking delays, or incomplete documentation from the User.
Refund Tracking:
- Users can track the status of their refund requests via the Travlo platform or by contacting customer support.
10. Refunds for Loyalty Program Members
Reward Points Deduction:
- If a booking was partially or fully paid using reward points or loyalty credits, the refund will be processed in the same form (i.e., points/credits will be re-credited to the User’s account).
- Points that have expired at the time of cancellation are non-refundable.
Priority Refunds:
- Loyalty program members with higher tiers (e.g., Gold, Platinum) may receive expedited refund processing.
11. Refunds for International Transactions
Currency Conversion:
- Refunds for international bookings will be processed in the original payment currency.
- Travlo is not responsible for losses due to fluctuations in exchange rates between booking and refund dates.
Cross-Border Banking Delays:
- Refunds may take longer for international transactions due to banking and regulatory requirements in respective countries.
12. Refunds for Payment Failures
Failed Transactions:
- If a payment fails but the amount is debited from the User’s account, the refund will be processed within 5-7 business days upon confirmation from the payment gateway or bank.
- Users must report failed transactions with proof (e.g., bank statements, transaction IDs).
13. Refunds for Long-Duration Travel Packages
Staggered Refunds:
- For extended packages spanning multiple days or weeks, refunds will be split based on unused portions of the itinerary.
- Any upfront costs (e.g., flight tickets, non-refundable hotel bookings) will not be refunded unless recoverable from the Service Provider.
14. Refunds During Peak Travel Seasons
High-Demand Periods:
- Refunds during holiday seasons, festivals, or peak travel times may be limited due to restrictive Service Provider policies.
- Non-refundable rates are more prevalent during such times, and Users should review policies carefully before booking.
15. Fraudulent Refund Requests
Investigations:
- Refund requests flagged as fraudulent will undergo investigation by Travlo’s compliance team.
- Travlo reserves the right to deny refunds and take legal action against Users attempting to exploit the refund process.
16. Refund Escalation Process
Multiple Tiers of Escalation:
- If a refund request is delayed or unsatisfactory, Users can escalate it through:
Level 1: Contact Travlo Customer Support.
Level 2: Escalate to the Refund Manager at [email protected].
Level 3: File a formal complaint with the Dispute Resolution Committee.
- If a refund request is delayed or unsatisfactory, Users can escalate it through:
Independent Mediation:
- Users may request third-party arbitration for unresolved refund disputes.
17. Contact for Refund Support
For queries or issues related to refunds, Users can contact Travlo at:
Email: [email protected]
Live Chat: Available on the Travlo platform.
