Cancellation Policy

CANCELLATION & REFUND POLICY

1. GENERAL CANCELLATION RULE

Once a booking is confirmed and payments have been made to hotels, airlines, transport providers, activity providers or other suppliers, cancellation charges may apply.

The refund will be calculated after deducting applicable:

• Supplier cancellation charges
• Airline cancellation charges
• Hotel cancellation charges
• Transport cancellation charges
• Activity/attraction charges
• Visa/permit charges
• Payment gateway or transaction charges, where applicable
• Swayogi Travelz service/processing charges, where applicable
• Any other actual non-refundable expense incurred for the booking

The actual supplier cancellation policy will prevail wherever it is more restrictive than the standard company policy.

2. STANDARD PACKAGE CANCELLATION STRUCTURE

Unless a different cancellation policy is specifically mentioned in the quotation, invoice or booking confirmation:

This type of graduated structure is consistent with cancellation schedules used by major travel companies, although individual packages may have different supplier-specific rules. 

3. NON-REFUNDABLE BOOKINGS

If any component of the booking is marked:

NON-REFUNDABLE

the amount paid for that component will not be refundable, regardless of when the customer cancels, subject to the supplier’s actual policy.

This may include:

• Non-refundable hotel rooms
• Flight tickets
• Special hotel offers
• Activities
• Cruise bookings
• Permits
• Visa fees
• Special-event accommodation
• Advance transport bookings

4. FLIGHT CANCELLATION

Flight cancellations and refunds will be processed according to the applicable airline fare rules.

Any airline cancellation fee, fare difference, agency/service fee or other applicable deduction will be deducted before calculating the customer’s refund.

The refund will be processed only after the applicable amount is received from the airline/supplier. 

5. HOTEL CANCELLATION

Hotel cancellation will be subject to the cancellation terms applicable to the specific hotel and room rate booked.

Different hotels, room categories and rate plans may have different cancellation deadlines.

A non-refundable hotel booking will not be refundable merely because the customer has cancelled the overall package.

6. VISA REJECTION

Visa rejection does not automatically mean a full refund.

Any refund will be calculated after deducting:

• Visa/application charges
• Appointment charges
• Travel insurance, where non-refundable
• Flight cancellation charges
• Hotel cancellation charges
• Other supplier charges
• Any other actual expenses already incurred

Visa rejection can therefore result in a partial refund or, where the costs are fully non-refundable, no refund. Major travel operators also apply cancellation charges and recover booking costs where visas are rejected. 

7. CUSTOMER PERSONAL REASONS

Cancellation because of:

• Change of plans
• Personal reasons
• Illness
• Family circumstances
• Work commitments
• Financial problems
• Change of mind
• Failure to obtain leave

will be treated as a customer cancellation and applicable cancellation charges will apply.

8. NO-SHOW

If the customer does not arrive for the booked service or does not use the booked service without prior written notice:

No-show charges may be up to 100% of the booking value.

No refund will be guaranteed for unused services. Supplier policies may provide otherwise in specific cases. 

9. PARTIALLY USED PACKAGE

Once the trip has started, refunds for unused or partially used services are not automatically applicable.

Examples:

• Unused hotel nights
• Missed sightseeing
• Unused meals
• Missed transfers
• Unused activities
• Early departure
• Voluntary change of itinerary

Any refund will depend on the supplier’s policy and whether the supplier actually refunds the unused component. 

10. DATE CHANGE / RESCHEDULING

A date change is not automatically free.

Any rescheduling will be subject to:

• Hotel availability
• Airline rules
• Transport availability
• Activity availability
• Supplier amendment charges
• Fare differences
• Seasonal price differences

Any additional cost must be paid by the customer before the change is confirmed.

11. CHANGE IN NUMBER OF TRAVELLERS

If the number of passengers decreases after booking, the reduction may be treated as a partial cancellation.

Applicable supplier cancellation charges and revised per-person pricing may apply.

The company cannot guarantee that the reduction in passengers will result in a proportional refund.

12. COMPANY-INITIATED CANCELLATION

If Swayogi Travelz has to cancel a booking because the confirmed service cannot be provided, the company will communicate the available options to the customer.

Depending on the circumstances, the customer may be offered:

• Alternative arrangement
• Rescheduling
• Replacement service
• Refund of the eligible amount after deduction of actual non-refundable costs, where applicable

13. FORCE MAJEURE

Events outside the reasonable control of the company or suppliers may include:

• Natural disasters
• Severe weather
• Government restrictions
• War
• Civil unrest
• Strikes
• Pandemics
• Airport/airline disruption
• Government orders
• Other extraordinary events

In such circumstances, refunds, credits or rescheduling will depend on the applicable supplier, airline, hotel and government policies.

The company will assist the customer in obtaining the maximum eligible refund or alternative available from suppliers but cannot guarantee a full refund where suppliers do not provide one.

14. REFUND PROCESS

Cancellation requests must be made in writing by the customer.

After receiving the cancellation request:

Cancellation request → Supplier cancellation calculation → Deduction of applicable charges → Refund calculation → Refund approval → Refund processing

Refunds will normally be made to the original/verified payment source used for the booking.

15. REFUND TIMELINE

Refunds will be processed after the applicable supplier refunds are received and the final refund amount is verified.

The customer should therefore understand that Swayogi Travels cannot guarantee an immediate refund where the company is waiting for a refund from an airline, hotel, overseas supplier or other third party.

Third-party refunds can take substantially longer than normal agency refunds; major travel companies state that supplier refunds may take several weeks or longer depending on the provider. 

16. NO CASH REFUND

Refunds will be processed through the company’s approved refund process and, wherever applicable, to the original/verified payment source.

Employees must not personally give cash refunds or make independent refund commitments.

17. EMPLOYEE RESPONSIBILITY

Employees must clearly communicate the cancellation and refund terms before taking the customer’s booking payment.

The employee must never promise:

• “Full refund guaranteed”
• “Free cancellation”
• “You can cancel anytime”
• “Visa rejection means full refund”
• “Hotel will refund everything”
• “Airline will refund the full amount”

unless the specific booking terms clearly provide for it.
 

18. BOOKING-SPECIFIC POLICY OVERRIDES STANDARD POLICY

If the customer’s quotation, invoice, hotel confirmation, airline fare rule, package confirmation or supplier terms contain a specific cancellation policy, that specific policy will apply to that booking.

Employees must ensure the customer is informed of any stricter or non-refundable conditions before confirmation.