Refund & Cancellation Policy
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Refund & Cancellation Policy
1. Purpose & Applicability
This policy governs cancellations, refunds, and disputes for all travel services booked through Vis Connect Wellness And Hospitality LLP, including but not limited to:
- Flight, hotel, cruise, tour package, transport, visa, rail, and ancillary bookings.
- Both package and individual service bookings.
- Reservations booked online, via phone, or through third parties
By paying or confirming, the client accepts the terms of this policy in full.
2. Key Definitions
| Term | Meaning |
|---|---|
| Customer-initiated cancellation | Cancellation requested by the passenger, before service starts |
| Agency-initiated cancellation | Cancellation initiated by Vis Connect, such as supplier refusal or low bookings |
| Force majeure | Events like natural disasters, government travel advisories, war, epidemics not subject to refund promises |
| >Service fee / administrative charge | Non-refundable handling fee charged by Vis Connect (typically ₹ 1,000 or 10 % whichever is higher) |
| Refund processing window | Time-frame within which refunds are credited, per applicable regulations |
3. Customer-Initiated Cancellations
Cancellation requests must be submitted in writing (email is sufficient). Applicable deductions include supplier penalties, taxes retained, and Vis Connect service fees.
3.1 Flights (Domestic and International)
3.1.1 Airlines enforce cancellation rules directly
- As applicable by respective airlines
Deductions by Vis Connect:
| Booking Window | Refund Eligible | Vis Connect Service Fee † |
|---|---|---|
| Within 24 h (if flight ≥ 7 days ahead) | As per airline fare rules | ₹ 1000 or 10 %, whichever is greater |
| > 24 h and outside cancellation window | As per airline fare rules | Same as above |
| Within airline-defined non-refundable window | None — agent must inform prior | N/A |
3.2 Hotels & Accommodation
As applicable by respective Hotel Terms and Conditions.
In addition, Vis Connect charges a minimum non-refundable service fee of 10 %, even if no supplier fee applies.
3.3 Tour Packages & Custom Travel
Organized packages follow this schedule (excluding flight/hotel penalties):
- ≥ 90 days before departure: full refund
- 55–89 days: 75 %,
- 45–54 days: 50 %,
- < 45 days: no refund
Applied charges:
- Any supplier-imposed fees (airline/hotel/transport)
- Minimum 10 % Vis Connect service fee, even in early cancellations
Flexible rebooking is available on request, subject to terms.
3.4 Rail Tickets (IRCTC & Indian Railways)
- Vendor refunds follow IRCTC cancellation rules and assessed separately.
- Confirmed Tatkal tickets: non-refundable.
- For delays over 3 hours or auto-cancellation at charting: full refund allowed within 3 days of original departure, as applicable by IRCTC.
In all rail cases, Vis Connect collects service fees which are not refundable once e-ticket access is generated.
3.5 Visa, Insurance & Other Services
Visa & travel insurance fees are strictly non-refundable once application is submitted or fee is paid, even if the visa is rejected. Service charges for these services are not refunded.
4. Agency-Initiated Cancellations
If Vis Connect cancels bookings (e.g. insufficient group size, supplier insolvency, itinerary changes): Clients can choose:
- Full refund, less actual unrecoverable fees from suppliers.
- Free re-accommodation with similar cost and quality.
No other compensation (such as damages or claims for missed opportunity) is offered except by separate agreement.
5. Force Majeure
In events beyond control (e.g. pandemics, terrorist acts, government bans, extreme weather):
- Full refund or full re-issuance credit is offered, even outside normal windows.
- Vis Connect is not liable for supplier non-performance or consequential losses.
6. Refund Methods & Timelines
6.1 Refund Initiation & Delivery
- Refunds return via same payment method (credit card/UPI/bank).
- Credit card refunds must be completed within 15 working days.
- Cash or debit/bank transfers: maximum 30 calendar days.
6.2 Supplier Delays
Refunds are subject to supplier confirmation. If delay by the supplier:
- For airline, IRCTC, or hotel reimbursements over 30 days, we track claims up to 90 working days.
- Clients may escalate based on contractual clause or statutory right.
7. Refund vs. Travel Credit
Where permitted by supplier:
- Clients may choose between a cash refund or travel credit.
- Travel credits are refundable if unused after expiry and come with no hidden fees.
- Vis Connect cannot compel use of travel credit if law (e.g. DGCA) entitles to a cash refund.
8. Non-refundable Items
Unless specified, the following are non-refundable once paid:
- Vis Connect service/administration fees (bookings, flight fare changes, add-ons).
- Any promotional deposits or prepayments not covered by supplier cancellation.
- Visa or insurance charges as per visa-issuing / insurer policy.
- Partially used services (e.g. a missed dinner, unused hotel night).
9. Dispute & Complaint Procedure
If a client believes a refund has been mishandled:
- Email our Refund Team (refunds@visconnect.in) within 30 days of cancellation, with booking/PNR references.
- We will respond within 7 business days —either resolving or escalating to supplier.
- If unresolved after 15 days, clients may file a Consumer Protection complaint under the Consumer Protection Act, 2019 alleging “service deficiency”, which is enforceable per law.
- Complaints can be filed before District, State, or National Consumer Forums—depending on claim value.
- If ordered by forum, Vis Connect will comply with interest penalty terms (some cases have ordered up to 10 % annual interest on delay).
10. Governing Law & Customer Rights
This policy is governed by Indian law, notably:
- Civil Aviation Requirements (CAR) by DGCA on cancellation/refund and consumer protection.
- Consumer Protection Act, 2019, which prohibits unfair trade practices, guarantees right to redress, and sanctions penalty for non-compliance.
Clients retain the right to seek cash refund under DGCA rules; travel credit is not mandatory unless the customer opts for it
11. Policy Changes
Vis Connect reserves the right to update this policy at any time, with changes effective immediately upon posting on invoices or our website. Clients are encouraged to review the policy before any booking.