Overview
This Cancellation, Refund, and Payment Policy applies to all bookings made on our platform, zupptravel.com, including but not limited to flights, hotels, travel packages, activities, tour guides, rental cars, buses, and related travel services. This policy ensures transparency and fairness, in full compliance with Indian laws such as the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and RBI guidelines for online transactions and refunds.
All applicable fees, timelines, and procedures are clearly communicated to customers at the time of booking to ensure informed decision-making.
1. Regulatory Compliance
We strictly follow:
- Consumer Protection Act, 2019
- Consumer Protection (E-Commerce) Rules, 2020
- RBI’s electronic payment and refund regulations
Key regulatory mandates we follow:
- No hidden or additional platform cancellation charges.
- Transparent display of cancellation and refund terms before booking confirmation.
- All refunds are processed using regulated banking channels, ensuring safe and timely reversals.
In accordance with e-commerce rules, we do not levy any platform-based cancellation penalty. Customers are only subject to the cancellation fees imposed by the respective airline, hotel, or service provider.
2. Accepted Payment Methods
We support the following digital payment options, with full compliance to PCI DSS and RBI guidelines:
- Credit/Debit Cards (Visa, MasterCard, RuPay, etc.)
- Refunds are processed to the same card. Expect credit within 5 to 14 business days due to interbank processing timelines.
- UPI (Google Pay, PhonePe, Paytm, etc.)
- Typically refunded within 1 to 3 banking days post-processing.
- Digital Wallets
- Wallets like Paytm, Amazon Pay, etc., receive refunds quickly—usually within 1 to 3 days.
- Net Banking (IMPS/NEFT/RTGS)
- Refunds via net banking are credited in 2 to 5 working days based on the bank's processing cycle.
- Refund Mode
- We only refund to the original mode of payment to prevent fraud and unauthorized redirection. In rare cases where the original account is closed, a verified alternate account may be used after appropriate validation and documentation.
3. Booking Categories: Refundable vs Non-Refundable
Each product or service is clearly labeled at the time of booking:
- Refundable Bookings
- Eligible for full or partial refunds depending on supplier-specific rules.
- Includes most flexible fares, premium packages, and refundable accommodations.
- Non-Refundable Bookings
- No refunds upon cancellation unless exceptions apply (such as death, hospitalization, or airline-initiated cancellation).
- Promotional fares, heavily discounted bookings, and flash deals often fall under this category. Customers are explicitly notified before purchase.
4. Cancellation Terms and Conditions
- How to Cancel
- Use your ZuppTravel account dashboard or contact our 24x7 customer support.
- Cancellations via informal channels (e.g., email, SMS, or social media) are not guaranteed to be processed.
- Timeframe for Cancellation
- Follow supplier-specific cutoff times (e.g., 24–72 hours before flight departure or check-in).
- Late cancellations or failure to cancel in time may result in zero refund eligibility.
- Platform Charges
- We do not charge any extra cancellation fee on top of the supplier’s charges.
- Non-Refundable Fees
- Service charges, booking convenience fees, and processing fees paid during booking are non-refundable.
- Offline Support Charges
- Phone cancellations may attract additional handling fees. Please refer to your booking summary for fee breakdowns.
5. Refund Initiation & Processing Timeline
Once your cancellation is confirmed and approved by the supplier:
- Refund Initiation
- ZuppTravel initiates the refund within 7 business days of receiving supplier confirmation.
- Timeline for Refund Credit
- Credit/debit card: 5–14 business days
- UPI/Wallet: 1–3 business days
- Net banking: 2–5 business days
- Refund Notification
- You will be notified by email and/or SMS when the refund is initiated. A tracking link may be provided.
- Delayed Refunds
- If any delay arises due to supplier or banking issues, we will escalate the matter per regulatory norms and keep you informed.
6. Special Cases: Partial Refunds & No-Shows
- Partial Usage
- Refunds for partially used services (e.g., only using one segment of a round-trip flight) are governed by the supplier’s terms.
- No-Shows
- Failing to use a service without prior cancellation is treated as a last-minute cancellation and usually results in no refund.
7. Supplier-Initiated Cancellations or Changes
If your booking is changed or canceled by the supplier:
- Alternative Options
- We will assist in rebooking or finding a comparable alternative at no extra cost, if feasible.
- Full Refunds
- If the supplier cancels your booking, you are entitled to a full refund (minus any statutory non-refundable taxes or fees).
- Zero Cancellation Fee
- You won’t be charged any cancellation fee when the cancellation is initiated by the supplier.
8. Disputes, Chargebacks, and Customer Support
- Chargebacks
- If you dispute a charge via your card issuer, we will cooperate fully with the investigation. We retain complete records to justify valid transactions.
- Fraud Protection & Fund Recovery
- If a customer misuses services (e.g., uses a refunded ticket), we reserve the right to recover the amount and take legal action as per applicable law.
- Dispute Resolution
- We encourage resolution through our customer service or designated Grievance Officer.
- If unresolved, consumers may file a complaint under the Consumer Protection Act with their local district consumer court.
9. Important Notes
- This policy is a summary of key provisions. The full Terms & Conditions on our website govern all bookings and must be read at the time of purchase.
- ZuppTravel reserves the right to update this policy without prior notice to comply with regulatory changes or operational adjustments.
