Refund & Return Policy

1. Definitions

1.1 Refund

A “Refund” refers to the partial or full reversal of a payment made by the customer for services or products, credited back to the original mode of payment or any other method as determined by the Company[cite: 105].

A refund may be issued only under circumstances expressly permitted under this policy and is subject to applicable deductions, administrative charges, and processing timelines[cite: 105]. Approval of a refund remains at the sole discretion of the Company unless otherwise mandated by applicable law[cite: 105].

1.2 Return

A “Return” refers to the act of a customer requesting to withdraw, cancel, or discontinue a purchased product or service prior to its full utilization or delivery[cite: 105].

In the context of digital, travel, or service-based offerings, a return may not involve the physical exchange of goods but instead signifies a formal request for cancellation[cite: 105]. Acceptance of a return request is subject to service status, timing of the request, and the specific terms governing the purchase[cite: 105].

1.3 Reimbursement

A “Reimbursement” refers to the repayment made to a customer for expenses incurred on behalf of, or due to, the Company under valid and approved circumstances[cite: 105].

Reimbursements are typically processed when[cite: 105]:

• A service is not delivered as committed due to the Company’s fault, or[cite: 105]
• The customer has incurred additional approved costs directly attributable to the Company’s actions or omissions[cite: 105].

All reimbursement claims must be supported by valid documentation and are subject to verification and approval by the Company[cite: 105].

2. Scope & Applicability

This Refund & Return Policy applies to all bookings, reservations, transactions, quotations, payments, and service requests made through Journi Trail™ DMC, whether processed via the official OTA platform, booking engine, partner dashboard, or through any offline or assisted channels including but not limited to email communications, WhatsApp messages, telephone conversations, travel agents, sub-agents, affiliates, or authorised representatives[cite: 105].

The Customer/Agent expressly acknowledges that this Policy governs all refund-related matters across all stages of engagement, including pre-booking, booking confirmation, payment processing, service execution, cancellation, modification, and post-travel settlement stages, irrespective of the mode of booking or communication used[cite: 105].

This policy shall apply uniformly to all components of travel services, including hotel accommodation, flights, transfers, tours, activities, add-on services, supplementary inclusions, and any ancillary services booked as part of or in relation to the main itinerary[cite: 105].

The Customer/Agent further agrees that this Refund & Return Policy shall be read in conjunction with the Company’s Pricing Policy, Payment Policy, Cancellation Policy, and Supplier Terms, and all such policies collectively form an integrated contractual framework governing the transaction[cite: 105].

In the event of any conflict, inconsistency, or interpretation discrepancy between this Refund & Return Policy and any other policy, the Pricing Policy and Cancellation Policy shall prevail and take overriding precedence[cite: 105].

The Company shall not be bound by any verbal representation, informal communication, or external assurance provided through unofficial channels, and only the terms expressly stated within the officially published policies shall be considered valid and enforceable[cite: 105].

By proceeding with any booking, payment, or service request, the Customer/Agent irrevocably acknowledges and accepts the scope and applicability of this Refund & Return Policy in its entirety without exception[cite: 105].

3. Conditional Refund Eligibility Clause

The Customer/Agent acknowledges and agrees that refund eligibility under Journi Trail™ DMC is strictly conditional in nature and shall be governed primarily by applicable Supplier, resort, airline, transfer, and service provider cancellation policies, as well as the specific booking category, fare conditions, and time of cancellation request[cite: 105].

Subject to applicable cancellation timelines (commonly defined as T-X days prior to Date of Travel or as per individual Supplier/resort policy, whichever is more restrictive), certain bookings may be eligible for refund processing[cite: 105]. Where such eligibility is applicable and approved, a maximum standard deduction of up to USD 6 (or equivalent in applicable currency) may be applied towards administrative, service, and platform processing charges, unless otherwise expressly specified at the time of booking confirmation or supplier agreement[cite: 105].

The Customer/Agent expressly agrees that refund eligibility is not automatic, absolute, or guaranteed under any circumstances and shall always remain subject to cumulative evaluation of multiple factors including but not limited to[cite: 105]:

• Supplier-imposed cancellation and refund policies[cite: 105]
• Booking classification (fully refundable, partially refundable, or non-refundable fare rules)[cite: 105]
• Timing of cancellation request in relation to travel date and supplier cut-off deadlines[cite: 105]
• Status of services already confirmed, processed, or operationally committed[cite: 105]

The Customer/Agent further acknowledges that any refund is entirely dependent upon actual recovery of funds from respective third-party suppliers, and the Company shall not be obligated to process or release refunds unless such amounts are successfully received and reconciled[cite: 105].

No refund shall be deemed guaranteed, implied, or assumed at any stage unless it is explicitly approved, confirmed in writing, and successfully processed through the Company's official financial systems and payment channels[cite: 105].

4. Medical / Force Majeure / Supplier Cancellation

The Customer/Agent acknowledges and agrees that all bookings under Journi Trail™ DMC are subject to inherent risks arising from unforeseen circumstances, including medical emergencies, force majeure events, and supplier-driven cancellations, and that such events shall not automatically entitle the Customer/Agent to a full refund, compensation, or alternative arrangement unless expressly approved under applicable supplier and company policies[cite: 105].

In cases of medical cancellation, the customer/agent shall be required to provide valid and verifiable documentary evidence, including medical certificates, hospital records, or any other supporting documents as deemed acceptable by the Company and/or the relevant Supplier[cite: 105]. All approvals for refund or adjustment in such cases shall remain strictly subject to Supplier discretion, booking category, and applicable cancellation timelines, and shall not constitute an automatic entitlement[cite: 105].

In the event of force majeure, including but not limited to natural disasters, pandemics, epidemics, war, political instability, government restrictions, airline disruptions, port closures, strikes, or any other event beyond the reasonable control of the Company or its Suppliers, the Company shall not be held liable for non-performance, delay, cancellation, or modification of services[cite: 105]. Any refund, rescheduling, or credit issuance in such cases shall be entirely dependent on Supplier policies and recoveries, and may be partial, conditional, or nil[cite: 105].

In cases of Supplier cancellation, including but not limited to hotel overbooking, service withdrawal, operational shutdowns, or inventory unavailability, the Company shall make reasonable efforts to secure alternative arrangements; however, no guarantee shall be provided for equivalent replacement, pricing parity, or service continuity[cite: 105]. Any refund or adjustment shall be strictly limited to amounts actually recovered from the respective Supplier after deduction of applicable charges[cite: 105].

The Customer/Agent expressly agrees that the Company acts solely as an intermediary between the Customer/Agent and third-party Suppliers and shall not be liable for any direct, indirect, or consequential losses arising from medical cancellations, force majeure events, or Supplier-initiated cancellations[cite: 105].

5. Missed Services / Partial Utilization Clause

The Customer/Agent acknowledges and agrees that all services booked under Journi Trail™ DMC are sold and confirmed as part of a fixed itinerary or service package, and no refund, credit, or adjustment shall be applicable for any missed, unused, or partially utilized services, whether voluntarily or involuntarily missed by the Customer/Traveller[cite: 105].

The Customer/Agent expressly agrees that failure to utilize any component of the booked itinerary, including but not limited to hotel nights, meals, transfers, excursions, tours, activities, airport services, or any add-on inclusions, shall not entitle the Customer/Agent to any refund, reimbursement, replacement, or compensation[cite: 105].

Partial utilization of services shall not qualify for proportionate refunds under any circumstances, as all bookings are confirmed and priced on a bundled, pre-allocated, and supplier-committed basis[cite: 105]. The Company shall not be liable to recover or compensate for any services not availed due to late arrival, early departure, no-show, schedule changes, missed connections, personal decisions, travel delays, or any operational disruption outside the Company’s direct control[cite: 105].

Certain services operate on fixed schedules or time-bound availability, and failure to attend or utilize such services at the designated time shall result in automatic forfeiture of that service without refund eligibility[cite: 105]. Any voluntary cancellation, alteration, or discontinuation during travel shall not create any entitlement for refund, credit, or future adjustment[cite: 105].

6. Non-Refundable Components

The Customer/Agent acknowledges and agrees that certain components of bookings under Journi Trail™ DMC are inherently non-refundable in nature and shall remain non-refundable under all circumstances, regardless of cancellation reason, timing, usage status, or refund eligibility of other booking elements[cite: 105].

Non-refundable components include, but are not limited to[cite: 105]:

• Initial Booking Amount (B.AMT)[cite: 105]
• Supplier-blocked inventory costs and prepaid supplier commitments[cite: 105]
• Promotional or discounted fare elements and non-refundable hotel rates[cite: 105]
• Airline fare classes and ticket issuance charges[cite: 105]
• Transfer commitments and pre-scheduled activity bookings[cite: 105]
• Add-on services and supplementary inclusions[cite: 105]
• Administrative charges, service fees, and platform handling costs[cite: 105]
• Payment gateway charges, banking fees, and remittance costs[cite: 105]
• Currency conversion losses and exchange rate spreads[cite: 105]

The Company shall not be obligated to recover or reimburse any non-refundable portion from Suppliers and shall not be liable for any loss arising from such components being forfeited, partially utilized, or fully unused[cite: 105]. Non-refundable components may be deducted upfront or adjusted during refund processing, cancellation settlement, or booking modification, and such deductions shall be final, binding, and non-disputable[cite: 105].

7. Variability of Refund Amount

The Customer/Agent acknowledges and agrees that all refunds under Journi Trail™ DMC are inherently variable in nature and shall not be considered fixed, pre-determined, or guaranteed at any stage of booking, cancellation, or post-travel settlement[cite: 105].

The refund amount, if any, shall be strictly dependent on multiple dynamic and external factors including but not limited to Supplier cancellation policies, actual recoveries from hotels, airlines, transport providers, and activity operators, timing of cancellation, booking category (refundable, partially refundable, or non-refundable), currency exchange fluctuations, and applicable operational deductions[cite: 105].

The Company does not guarantee parity between the original booking amount and the final refund amount, and any difference arising shall be a natural consequence of Supplier-imposed penalties, service consumption status, and financial processing deductions[cite: 105]. The Company shall not be responsible for any perceived shortfall between the expected refund and the actual refund amount processed[cite: 105].

8. Processing Time & Currency Adjustments

All refund processing, settlement cycles, and financial reconciliations under Journi Trail™ DMC are subject to variable processing timelines governed by third-party Suppliers, banking institutions, payment gateways, and internal system verification procedures[cite: 105].

Processing time for any refund or adjustment is not fixed and varies based on Supplier response times, verification requirements, banking clearance cycles, payment gateway processing delays, currency conversion finalization, and cross-border settlement timelines[cite: 105]. The Company shall not be responsible or liable for any delay arising from external financial institutions or supplier approval delays[cite: 105].

Financial transactions involving international currencies are subject to currency conversion adjustments based on prevailing exchange rates at the time of processing or settlement[cite: 105]. Currency fluctuations, exchange rate spreads, banking deductions, and conversion fees directly impacting the final settlement value shall be fully borne by the Customer/Agent[cite: 105].

9. Dependence on Service Providers

All services offered under Journi Trail™ DMC are entirely dependent on third-party service providers including hotels, resorts, airlines, ferry operators, transport providers, activity operators, local destination management companies, and ancillary service vendors (“Service Providers”)[cite: 105].

The Company acts strictly as an intermediary facilitating bookings and does not own, control, operate, or directly manage any service infrastructure[cite: 105]. All confirmations, availability, pricing, service quality, operational execution, and schedule adherence are ultimately governed by respective Service Providers[cite: 105].

The Company shall not be liable for any delay, failure, modification, suspension, or non-performance arising from Service Provider actions or omissions (including overbooking, disruptions, staff shortages, or unilateral cancellations)[cite: 105]. Any refund or compensation shall be strictly subject to Service Provider policies and actual recoveries[cite: 105].

10. Direct Claims Against Service Providers

All services booked through Journi Trail™ DMC are rendered by independent third-party Service Providers and not by the Company itself[cite: 105].

Accordingly, any claim, dispute, grievance, complaint, compensation request, service deficiency issue, refund dispute, or performance-related concern arising from the actual delivery of services shall primarily lie against the respective Service Provider responsible for the service in question[cite: 105].

The Company acts solely as a booking and facilitation intermediary and does not assume direct operational liability for service execution or deficiencies[cite: 105]. The Company shall not be a party to any direct legal proceedings, disputes, or arbitration initiated against Service Providers, and all direct claims must be addressed in accordance with the procedures of the respective provider[cite: 105].

11. Processing of Refunds

All refund processing under Journi Trail™ DMC is a structured, system-driven, and Supplier-dependent procedure, and shall not be considered immediate, automatic, or guaranteed under any circumstances[cite: 105]. All refund requests are initiated only after receiving confirmation of eligibility and recoverable amounts from respective Suppliers, subject to mandatory deductions[cite: 105].

11.1 Refund Credited to Account

Where a refund is approved, the same may first be credited to the Customer/Agent’s secure wallet/account within the Journi Trail™ DMC dashboard system (“Wallet Refund”)[cite: 105]. Any subsequent withdrawal or transfer of funds from the Wallet to an external bank account shall be subject to mandatory account verification and KYC (Know Your Customer) compliance checks as per applicable regulatory guidelines, including RBI-aligned banking and anti-money laundering (AML) requirements[cite: 105]. Incomplete documentation or verification delays shall be solely attributable to the Customer/Agent[cite: 105].

11.2 Refund Credited to Customer Wallet

All approved refunds shall, by default, be credited to the Customer/Traveller’s secure wallet within the booking dashboard system as an internal settlement mechanism[cite: 105]. Direct external bank transfers are processed only post successful KYC verification, identity authentication, and compliance clearance[cite: 105]. Wallet credits do not constitute freely transferable bank funds until verification is successfully concluded[cite: 105].

11.3 Refund as Credit Note

In cases where refunds are designated as a Credit Note, the credit represents a non-cash, conditional internal travel credit value instrument within the booking ecosystem[cite: 105]. Conversion to withdrawable funds is subject to verification protocols and specific booking conditions[cite: 105].

11.4 Reimbursement to Bank Account

Any reimbursement processed directly to a bank account by Journi Trail™ DMC is made strictly as a discretionary financial adjustment, commercial goodwill gesture, or service facilitation[cite: 105]. Such reimbursement shall never be construed as an admission of liability, fault, negligence, contractual breach, or service deficiency by the Company[cite: 105]. Acceptance of reimbursement constitutes full and final settlement of the claim[cite: 105].

11.5 Reimbursement to Customer Wallet

Reimbursements may, at the Company's sole discretion, be credited to the Customer/Traveller's dashboard wallet as a non-interest-bearing system credit[cite: 105]. Wallet reimbursements may carry service linkage limitations and can be utilized for future platform bookings and services[cite: 105].

11.6 Reimbursement as Credit Note

Reimbursements issued as a Credit Note represent conditional travel value instruments valid for a period of 365 days (01 year) from the date of issuance[cite: 105]. Credit Notes are strictly non-transferable, non-assignable, non-encashable, and restricted to the original Customer/Traveller, destination, and service category originally booked[cite: 105]. Unused balances upon completion of 365 days automatically expire without liability[cite: 105].

11.7 Flight Credit Note (FCN)

In cases of flight cancellations or adjustments, refunds may be issued as a Flight Credit Note (FCN) linked to the original PNR[cite: 105]. FCNs are valid for 365 days, non-transferable, non-encashable, and usable strictly for future bookings with the same airline or approved partner carrier, subject to prevailing fare differences and taxes[cite: 105]. Unused values automatically lapse upon expiry[cite: 105].

11.8 Package Refund, Credit Note, Customer Wallet

Tour package refunds may be processed either as a Credit Note (365 days validity, non-transferable) or as a Customer Wallet Credit[cite: 105]. Wallet credits may be redeemed for future platform services or withdrawn to a verified bank account following mandatory KYC verification and regulatory compliance clearances[cite: 105].

11.9 Return of Gift Products - Merchandise

For terms governing complimentary gifts, promotional merchandise, travel goodies, and physical product returns, refer to Clause 45 of our Terms & Conditions[cite: 105].

12. Timelines

All timelines mentioned under Journi Trail™ DMC—including booking confirmation, supplier response, refund processing, modification requests, and execution schedules—are indicative, system-generated, and subject to external operational dependencies[cite: 105].

Timelines are best-effort estimates influenced by supplier approval delays, banking settlement cycles, payment gateway processing, currency conversion, and regulatory constraints[cite: 105]. The Company shall not be liable for deviations in timelines, and time-sensitive requirements must be adhered to strictly by the user to avoid automatic cancellation[cite: 105].

13. Mode of Refund

All refunds are processed strictly through Company-approved financial channels selected at the Company's sole discretion[cite: 105]. Eligible refunds default to the original mode of payment (credit/debit card, net banking, UPI, wallet)[cite: 105]. Alternative modes (bank transfer, wallet credit, account credit note) may be utilized if original channels are restricted or non-operational[cite: 105].

The Customer/Agent is solely responsible for providing accurate banking details for remittances[cite: 105]. Intermediary bank deductions, gateway fees, and forex conversion differences shall be borne entirely by the Customer/Agent[cite: 105]. The Company is not obligated to process refunds via specific custom methods requested by users[cite: 105].

14. Documentation Requirement

All refund, cancellation, modification, and financial adjustment requests are strictly subject to submission, verification, and approval of authentic documentation required by the Company and Service Providers[cite: 105].

Required documentation may include booking confirmations, payment proofs, bank statements, government IDs, verified medical certificates, death certificates, or supplier records[cite: 105]. Submission of documents does not guarantee approval[cite: 105]. Where refunds are credited to the customer dashboard wallet, subsequent external transfers to bank accounts mandatorily require completion of KYC and identity validation under applicable banking and anti-fraud regulations[cite: 105].

15. Consent-Based Processing

All actions undertaken by Journi Trail™ DMC—including booking confirmation, payment processing, itinerary modifications, cancellations, refund initiations, and wallet crediting—are strictly executed based on deemed, implied, and/or system-recorded consent[cite: 105].

Consent is validly established via booking submission, quotation acceptance, Booking ID generation, payment execution, dashboard usage, or continued transaction activity[cite: 105]. Digital logs, timestamps, email trails, and payment records serve as conclusive proof of authorization[cite: 105]. Separate written or physical approvals are not required at each operational step[cite: 105].

16. Non-Refundable Transactions

Certain transactions are strictly non-refundable under all circumstances, irrespective of cancellation reason, timing, or utilization status[cite: 105].

These include initial booking amounts (B.AMT), supplier-blocked inventory costs, promotional/discounted fares, confirmed non-refundable hotel rates, airline fare classes, transfers, activities, add-ons, administrative fees, payment gateway charges, and remittance deductions[cite: 105]. Once designated as non-refundable, these amounts are finally earned or forfeited and shall not be eligible for refund, credit, or transfer[cite: 105].

17. No Liability & Waiver

Journi Trail™ DMC acts solely as a facilitation and intermediary platform connecting users with independent third-party Service Providers[cite: 105].

The Company disclaims all liability for direct, indirect, incidental, consequential, punitive, or special damages arising from service execution, pricing variations, delays, cancellations, supplier failures, or refund adjustments[cite: 105]. The Customer/Agent irrevocably waives, releases, and discharges the Company, its directors, and affiliates from all claims, demands, and legal actions, assuming full voluntary risk for travel arrangements[cite: 105].

18. Overriding Supplier Terms

All bookings under Journi Trail™ DMC are fundamentally subject to the operational terms, rules, and contractual policies of respective third-party Service Providers (resorts, airlines, transport operators, DMCs)[cite: 105].

In the event of any conflict or inconsistency between Company policies and Supplier terms, Supplier terms shall take overriding precedence, particularly regarding cancellation fees, refundability, no-show retention, and service restrictions[cite: 105]. The Company does not control or negotiate deviations from Supplier terms[cite: 105].

19. Legal Enforceability

All terms, conditions, policies, and operational frameworks under Journi Trail™ DMC constitute a legally binding and enforceable agreement established upon booking initiation, payment, or platform usage, without requirement of physical signatures[cite: 105].

System-generated records, transaction timestamps, and digital logs serve as admissible conclusive evidence[cite: 105]. If any provision is held invalid or unenforceable, it shall be severed to the minimum extent necessary, leaving remaining provisions in full force[cite: 105]. Disputes are governed exclusively by the laws applicable to the Company's operational jurisdiction[cite: 105].

20. Pointwise Brief on Refund & Return Policy

• All bookings made via OTA platform Journi Trail™ are 100% refundable with deduction of service charges & platform fee amounting to a maximum deduction of USD 6 up to T-X days (X being variable days prior to travel as per resort policy)[cite: 105].
• Bookings are 100% refundable in case of cancellation due to medical issues (subject to supplier acceptance), geopolitical events, or partner cancellation, provided an authorized institution's medical certificate is submitted[cite: 105].
• Refund or reimbursement for Missed Events (e.g., water sports cancelled due to adverse weather) is provided post written supplier confirmation[cite: 105].
• TCS & GST paid in quotes are non-refundable post tax invoice issuance[cite: 105]. TAC, TSC, GST, and B.AMT collected against sales, reservations, and operations are strictly non-refundable[cite: 105].
• Refunds vary based on resort property, room category, flight fare rules, and ferry contracts[cite: 105].
• Refund processing may take up to a minimum of 45–60 working days in complex cases, accounting for Rate of Exchange (ROE) conversions (USD to INR) and gateway charges[cite: 105].
• For reimbursements and claims, original invoices, taxi bills, flight receipts, or purchased tickets are mandatorily required as proof[cite: 105].
• Approved refunds for unused services are credited by default to the partner/customer wallet linked to the Booking ID[cite: 105].
• Refunds are processed post confirmation/consent from the customer via email or dashboard[cite: 105]. If consent is not received within 48 hours post calculation presentation, funds are credited to the dashboard wallet and a Credit Note (CN++) is dispatched via email[cite: 105].

21. Public Grievances Support & Customer Disputes Clause

Journi Trail™ DMC maintains a structured grievance redressal framework for customer disputes and service concerns[cite: 105]. Grievances must be registered exclusively through official communication channels linked to the Booking ID[cite: 105].

The Company acts as a facilitator coordinating with third-party Service Providers and assesses claims against system records and policy frameworks[cite: 105]. Users agree to exhaust internal grievance mechanisms before initiating public escalations or external legal claims[cite: 105]. Decisions rendered in coordination with suppliers are binding for operational purposes[cite: 105].

22. Official Accounts Desk Contact

Should you have any inquiries, procedural doubts, or require assistance regarding our Refund & Return Policy, contact our central accounts desk[cite: 105]:

Official Accounts Desk: accounts@journitrail.com[cite: 105]