Refund & Cancellation Policy

1. LEGAL STATUS AND APPLICABILITY

1.1 Electronic Record

This Refund & Cancellation Policy ("Policy") is an electronic record in terms of the Information Technology Act, 2000 and the rules made thereunder. This electronic record is generated by a computer system and does not require any physical or digital signatures.

1.2 Binding Nature

This Policy forms an integral part of the Travonex Terms & Conditions of Use and shall be read in conjunction with the Terms & Conditions, Privacy Policy, and Organizer Agreements. By accessing the Platform or making a booking, the User agrees to be bound by this Policy.

1.3 Scope

This Policy applies to all bookings, cancellations, refunds, rescheduling requests, failed transactions, credits, vouchers, chargebacks, and disputes initiated through the Travonex Platform, including bookings made via website, mobile interfaces, or WhatsApp-based communication.

2. ROLE OF TRAVONEX AS MARKETPLACE INTERMEDIARY

2.1 Intermediary Status

Travonex operates solely as a technology-based marketplace platform. Travonex does not own, operate, manage, supervise, or control any trips, tours, activities, accommodations, transport services, or Experiences listed on the Platform.

2.2 Collection Agent Capacity

Receipt of payment by Travonex shall not be construed as provision of the Experience or assumption of service responsibility. Travonex acts solely as a collection agent on behalf of the Organizer. All service obligations, including refunds, rest exclusively with the Organizer.

2.3 No Uniform Refund Guarantee

Travonex does not offer or guarantee a uniform or platform-wide refund policy. Each Experience has its own cancellation and refund terms determined by the Organizer. Booking an Experience constitutes the User's explicit acceptance of the Organizer's cancellation policy displayed at checkout.

3. BOOKING CONFIRMATION AND CANCELLATION WINDOWS

3.1 Booking Confirmation

A booking is considered confirmed only upon: (a) successful payment completion; and (b) acceptance by the Organizer. Travonex does not guarantee availability or confirmation.

3.2 Indicative Cancellation Tiers (Illustrative Only)

Unless otherwise stated by the Organizer, the following indicative timelines may apply:

• 30+ days before Experience start date: up to 90% refund
• 15-29 days before Experience start date: up to 50% refund
• 7-14 days before Experience start date: up to 25% refund
• 0-6 days before Experience start date or no-show: no refund

3.3 Illustrative Refund Matrix (Indicative Only)

Important: This matrix is for illustration only and does not override or replace the Organizer's cancellation policy displayed at checkout, which shall prevail in all cases.

3.4 No Statutory Cooling-Off Period

Travel and experiential services are exempt from mandatory cooling-off or "no-questions-asked" return provisions under the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020. Cancellations are governed solely by the Organizer's stated policy from the moment of booking confirmation.

4. NON-REFUNDABLE COMPONENTS

4.1 Platform & Convenience Fees: Platform fees, convenience fees, and payment gateway charges collected by Travonex are non-refundable, unless expressly stated otherwise.

4.2 Third-Party Costs: Amounts paid towards permits, government fees, accommodation advances, transport bookings, equipment rentals, or third-party services may be non-refundable as per third-party terms.

4.3 Promotional Discounts: Refunds, where applicable, are calculated on the net amount paid after discounts, offers, or promotional credits.

5. USER-INITIATED CANCELLATIONS

5.1 Cancellation Process: Users may request cancellation through the Platform dashboard, official support channels, or booking communication flows.

5.2 Effective Time of Cancellation: Refund eligibility is determined by the timestamp at which the cancellation request is received by Travonex or the Organizer.

5.3 Partial Cancellations: Treated as individual cancellations and governed by the Organizer's policy.

6. ORGANIZER-INITIATED CANCELLATIONS

6.1 Cancellations Within Organizer Control: If an Organizer cancels due to operational issues, staffing, or overbooking, remedies apply strictly as per the Organizer's cancellation policy. These do not constitute force majeure.

6.2 Organizer Non-Responsiveness: If an Organizer fails to respond within reasonable timelines (typically 7 business days), Travonex may take interim actions including escalation or payout holds, without assuming refund liability.

8. MEDICAL AND PERSONAL REASONS

8.1 Medical Cancellations: Submission of medical documentation does not create an automatic entitlement to refunds. Requests are evaluated solely at the Organizer's discretion.

8.2 Personal Emergencies: Reasons such as work conflicts, family events, or change of plans do not qualify for special refunds unless permitted by the Organizer.

9. TRAVONEX PLATFORM INTERVENTION

9.1 Travonex may, at its sole discretion, intervene in disputes between Users and Organizers where there is clear evidence of fraud, safety failure, or material misrepresentation.

9.2 Such intervention may include: holding Organizer payouts; facilitating communication; recommending resolution.

9.3 Travonex intervention does not constitute assumption of liability or guarantee of refund.

10. CREDITS AND VOUCHERS

10.1 Where refunds are not applicable, Organizers may offer platform credits or vouchers at their discretion.

10.2 Credits are non-transferable, non-encashable, and valid for the period specified by the Organizer.

10.3 Travonex platform credits, if issued, are subject to separate terms.

11. REFUND PROCESSING

11.3 Refund Mode: Refunds are processed only to the original payment method used at booking. Alternate mode requests may be treated as suspected fraud.