Refund Policy

1. Refund eligibility

• Refund eligibility depends on booking status, supplier policy, cancellation window, no-show status, service usage, payment status, travel date and applicable law.
• Non-refundable fares, non-refundable hotel rates, visa fees, insurance premiums, event tickets, permits, gateway charges, convenience fees, bank fees, supplier penalties and service fees may not be refundable unless required by law or confirmed by supplier.
• If money is deducted but booking confirmation fails, The Holidays Group will verify the transaction and either complete the booking, issue an alternate quote, keep the amount as customer credit with consent, or initiate an eligible refund.
• Duplicate payments or excess payments will be refunded after verification of bank/payment gateway records and confirmation that the amount is not already adjusted against any booking.

2. Refund timeline

• Supplier-approved refunds are normally initiated after the supplier confirms refund eligibility and releases or confirms the refundable amount.
• After initiation by The Holidays Group or the payment gateway, bank processing may usually take 5 to 15 working days, depending on the payment method, bank, card network, UPI, wallet or payment gateway.
• Airline refunds, hotel supplier refunds, international supplier refunds, group bookings, cruise refunds, visa-related refunds and chargeback investigations may take longer due to third-party processing.
• Public holidays, bank holidays, gateway downtime, supplier delay, document verification or incorrect bank details may extend refund timelines.

3. Refund method and verification

• Refunds are usually processed to the original payment method used for the booking.
• If refund to the original method is not possible, the customer may be asked to provide verified bank details, cancelled cheque, ID proof or payment proof before refund processing.
• Refunds will not be processed to an unrelated third-party account unless required documents and authorisation are accepted by The Holidays Group and permitted by law.
• Cash refunds are not normally provided for online payments.

4. Deductions and invoice adjustment

Refund amounts may be reduced by supplier cancellation charges, service charges, convenience fees, gateway charges, tax adjustments, currency conversion differences, bank charges, documentation fees, no-show penalties or any amount already consumed by the customer. GST invoice or credit note treatment will be handled as per applicable Indian tax laws and accounting requirements.

5. Chargebacks and disputes

• If a customer raises a bank chargeback or payment dispute, refund processing may be paused until bank, gateway and booking records are verified.
• Submitting a chargeback for a valid confirmed booking, used service or already-refunded transaction may delay resolution and may require additional documents.
• The Holidays Group may share booking records, payment logs, supplier confirmation, communication history and policy acceptance evidence with banks, gateways, regulators or dispute forums as permitted by law.

6. Partial refunds, credits and vouchers

Where suppliers provide partial refunds, credit shells, airline credits, hotel credits, future travel vouchers or rescheduling options instead of cash refunds, the same will be communicated to the customer. Use of such credits will be subject to supplier validity, fare difference, blackout dates and policy rules.

7. Customer responsibility

• The customer must provide correct booking ID, registered contact details, payment proof, bank details and documents required for refund verification.
• The Holidays Group is not responsible for refund delay caused by incorrect account details, inactive bank account, wrong UPI ID, wrong email, missing documents or customer-side delay.
• Refund requests must be made within the supplier or booking policy deadline. Late claims may be rejected by the supplier.

8. Governing law and refund support

This policy is governed by applicable laws of India, including consumer protection, contract, information technology, data protection, payment and tax laws. Nothing in this policy limits rights that cannot be excluded under applicable law.

Grievance Officer / Customer Support Desk: The Holidays Group, Third Floor, Gulshan Park, H-30, Plot No 6&7, Vijay Chowk Area, Laxmi Nagar, Delhi, 110092. Mobile: 8287669022.