This document is an electronic record in terms of the Information Technology Act, 2000 and rules made thereunder, as applicable, and the amended provisions pertaining to electronic records in various statutes as amended by the Information Technology Act, 2000. It is generated by a computer system and does not require any physical or digital signature. It is published in accordance with Rule 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011.
This refund and cancellation policy applies to www.tripwaley.com (the “Platform”), which is owned and operated by Tripwaley, a sole proprietorship registered as a Micro, Small and Medium Enterprise (MSME), having its principal place of business at A-Block, Park Back Side Portion, 27/3, near State Bank of India, Shivaji Vihar, Rajouri Garden, Tagore Garden Extension, Delhi, 110027 (the “Platform Owner”, “we”, “us”). It forms part of, and must be read with, our Terms & Conditions and Privacy Policy.
What this policy covers
This refund and cancellation policy outlines how you can cancel, or seek a refund for, a service that you have purchased through the Platform. The service sold on this Platform is a seat on a fixed-date group departure. Under this policy:
How to cancel
Write to us on WhatsApp or email using the contact details at the bottom of this page, from the number or address used to book. Tell us the booking ID and the departure date.
Your cancellation takes effect when we acknowledge it in writing, not when you send it. We acknowledge within one working day. The refund slab below is applied against the time of that acknowledgement.
The hold you paid online
The 5% you pay on this website, plus the 5% GST charged on it, holds your seat. It is not a separate fee — it is adjusted against the 20% advance that confirms your booking, and against the total cost of your trip.
It is refundable. If you cancel, it is treated as money already paid towards the trip and returned under the slab below, exactly like any other payment. Where a trip is cancelled by us, it is refunded in full. GST already remitted to the government is refunded only to the extent we are able to recover it from the authorities.
Refund slab
The percentage below applies to the total trip cost for the traveller being cancelled — not just the advance paid.
| when you cancel | you get back |
|---|---|
| 7 days or more before departure | 100% refund |
| 3 to 6 days before departure | 50% refund |
| Less than 3 days before departure, or no-show | No refund |
Payment-gateway charges on the original transaction are non-refundable where the gateway does not return them to us. Where they do, we pass them back in full.
How refunds are paid
- Refunds go back to the original payment method — the same card, UPI ID or bank account used to pay. We cannot redirect a refund to a different account.
- We initiate the refund within 3 working days of acknowledging your cancellation.
- Your bank then takes a further 5 to 7 working days to credit it. This part is controlled by your bank, not by us.
- We share the payment-gateway refund reference so you can track it with your bank.
If we cancel the departure
If we cancel a batch — insufficient group size, unsafe road or weather conditions, permit refusal, or any reason on our side — you choose either:
- a 100% refund of everything you have paid us, with no deduction; or
- a full-value transfer to any other departure within the next 12 months.
Costs you booked separately, such as flights or trains to the boarding city, are not refundable by us. We strongly recommend travel insurance for exactly this reason.
Changing your date instead of cancelling
A one-time date change to another departure of the same trip is free if requested 7 or more days before your original departure, subject to seats being available. Inside 7 days, the slab in clause 4 applies instead.
If the new departure costs more, you pay the difference. If it costs less, we refund the difference.
Partly used trips and no-shows
Once a departure has begun, unused portions — a skipped stay, a meal not taken, an activity you opt out of, or leaving the trip early — are not refundable, because those costs are already committed on your behalf.
The same applies if you miss the boarding point. Contact your trip captain immediately if you are running late; we will help you rejoin where it is safely possible, at your own cost.
Removal from a trip
Where a traveller is removed from a departure under clause 7 of our Terms & Conditions— conduct endangering the group, illegal substances, or persistent disruption — no refund is due, and onward travel arrangements are the traveller's own responsibility.
If the trip was not as described
If an inclusion listed on your trip page was not delivered — a stay category, a named meal, or transport we committed to — report it to our customer service team within 7 days of returning, quoting your booking ID.
We investigate with the supplier concerned and take an appropriate decision. Where we got it wrong, we refund the value of the missing inclusion to your original payment method. This is separate from the cancellation slab in clause 4.
Grievances
If a refund has not reached you within the timelines above, write to us with your booking ID and we will trace it with the payment gateway and respond within 5 working days. Contact details are below.