This Refund Policy applies to payments made to Travetory for travel-related services and explains refund eligibility, deductions, processing, and payment timelines.

1. General Refund Principles

Refund eligibility depends on the service purchased, cancellation terms, relevant supplier rules, the amount recoverable from that supplier, and applicable law.

Where Travetory acts as an intermediary, Travetory does not independently determine a supplier's refund entitlement. Travetory will process the refund available under the applicable booking and supplier terms and will not withhold a refund required by applicable law.

2. Booking-Specific Refund Terms

Refund terms specifically communicated in a quotation, invoice, itinerary, booking confirmation, payment link, email/message, or supplier terms form part of that booking.

Where there is an inconsistency, the booking-specific terms and applicable supplier terms govern the relevant service, subject to applicable law.

3. When a Refund May Be Available

A refund may be available where:

A booking is cancelled within the permitted period and the applicable terms provide for a refund.

Travetory or the relevant supplier cancels a confirmed service or cannot provide it, subject to applicable terms.

Payment is collected but the service cannot be provided and no acceptable alternative is agreed.

A payment transaction fails but the customer's account is debited; such transactions are handled through the applicable payment gateway or banking process.

A refund is required by applicable law or expressly provided in the booking terms.

4. Supplier-Funded Refunds

Where a refund depends on a third-party supplier, Travetory will process the eligible refund after receiving the corresponding refundable amount from that supplier, where applicable.

The refunded amount may be lower than the original payment where supplier or booking terms permit deductions or only a partial refund.

5. Non-Refundable Amounts

Amounts disclosed as non-refundable before payment may not be refundable, subject to applicable law. These may include:

Supplier cancellation or non-refundable charges

Airline, hotel, tour or activity cancellation charges

Visa, permit or application fees

Government or statutory charges where non-refundable

Travetory service, convenience, booking or processing fees

Modification or administrative charges

Other charges expressly identified as non-refundable

6. Travetory Fees

Any service fee, convenience fee, booking fee, processing fee, modification fee, or other Travetory charge will be disclosed before payment, where applicable.

Unless the booking terms state otherwise or applicable law requires otherwise, Travetory's own fees are non-refundable once the relevant booking or service has been processed.

7. Partial Refunds

Where only part of a booking is cancelled, only part of the payment is recoverable, or the supplier approves only a partial refund, Travetory will process the eligible amount after applicable disclosed deductions.

8. Visa Rejection or Non-Issuance

Visa approval is determined by the relevant authority and is outside Travetory's control. Visa rejection, delay, or non-issuance does not automatically entitle a customer to a full refund.

Refunds, if any, are determined by the applicable visa-service, supplier, booking and cancellation terms. Visa/application fees and travel-service cancellation costs already incurred may be non-refundable where permitted.

9. Supplier Cancellation or Service Disruption

If a supplier cancels a service or cannot provide it, Travetory will process the refund or other remedy available under the supplier's terms.

Where the supplier controls or funds the refund, Travetory will process the corresponding amount after receiving it from the supplier, where applicable.

10. Force Majeure

Where a booking is affected by circumstances beyond reasonable control, including natural disasters, extreme weather, pandemics or epidemics, government restrictions, war, civil unrest, strikes, airline or transport disruption, or significant technical or operational failures, any refund or alternative will be determined by the applicable booking and supplier terms, subject to applicable law.

11. Refund Request Process

Customers should submit refund requests through Travetory's published support details or the booking confirmation.

The request should include the booking/reference number, customer name, contact details, transaction/reference details sufficient to identify the payment, reason for the request, and supporting documents where relevant.

Travetory may request additional information reasonably required to verify the booking, cancellation, payment, and refund eligibility.

12. Refund Method

Refunds for online-gateway payments will generally be processed through the original payment gateway and/or payment instrument or source account, in accordance with applicable payment-gateway, banking and card-network rules.

Travetory will not ordinarily provide cash refunds for online or card transactions unless required by applicable law.

13. Refund Processing Timeline

Once Travetory determines that a refund is approved and the refundable amount has been established, Travetory will initiate the eligible refund within a reasonable processing period and, where applicable, after receiving the corresponding refundable amount from the supplier.

After initiation, the time taken to reflect the refund is controlled by the payment gateway, bank, card issuer, UPI/payment service provider, or other financial institution. Customers should generally allow approximately 5–21 days after initiation, although the actual period may vary by payment method and bank.

14. Failed or Unsuccessful Transactions

If a payment transaction is unsuccessful but the customer's account is debited, Travetory will assist with reconciliation and refund processing as applicable. The customer may be asked for the transaction/reference number and reasonable proof of debit.

15. Direct Supplier Refunds

If a supplier refunds a customer directly, the customer should promptly inform Travetory and provide the relevant details or evidence. Travetory may reconcile the supplier refund before processing any additional amount to avoid duplicate refunds.

16. Taxes and Other Charges

Where a refund is due, the treatment of taxes, supplier charges, government/statutory charges, and Travetory service charges will be determined by the applicable booking terms, supplier rules, tax requirements, and applicable law.

17. Refund Disputes and Chargebacks

Customers should first contact Travetory regarding refund concerns so that the transaction can be reviewed and resolved.

Nothing in this policy prevents a customer from exercising any statutory consumer right, payment-provider right, or other remedy available under applicable law or payment-network rules.

18. Grievances and Applicable Law

For complaints or unresolved refund concerns, customers should use Travetory's published support and grievance channels.

Travetory will publish the applicable Grievance Officer's name, designation, email address, and postal address as required by applicable law.

This policy is governed by the laws applicable in India. If any provision is inconsistent with a mandatory legal requirement, that requirement will prevail.

19. Policy Changes

Travetory may update this policy from time to time. The version and terms applicable to a booking are those communicated at the time of purchase, subject to applicable law.

20. Contact

For refund requests or questions, contact Travetory using the customer-support details published on the Travetory website or stated in the relevant booking confirmation.