Cancellation & Refund Policy

Read this first, because it decides which numbers apply to you.

The schedule published on this page is our general standard. We publish it so you can understand how cancellation charges normally work before you ask us for a quote. It is guidance about our usual practice — it is not a price list, and on its own it does not create an entitlement to a particular refund percentage on any individual booking.

The charges that actually apply to your trip are the ones communicated to you in your quotation, invoice or booking confirmation, together with the cancellation conditions of the suppliers used in your itinerary. These often differ from the standard schedule, because hotels, airlines, cruise lines, seasons and fare types differ.

Where documents differ, the order of precedence is:

• the cancellation conditions stated in your booking confirmation;
• then the cancellation conditions stated in your quotation or invoice;
• then the cancellation conditions of the supplier of the affected component;
• then the standard schedule published on this page.

Booking-specific conditions apply only where they were communicated to you before or at the time of booking. We set them out in the quotation and highlight them again on the booking confirmation, next to the amount payable.

We keep this page aligned with our standard quotation template, and we will always tell you the specific terms for your trip before you pay. If you are unsure which terms apply to you, ask us before making payment and we will confirm them to you in writing.

This policy applies to travel packages and individual travel services booked through Tratoli Management Private Limited, including but not limited to:

• international and domestic flights;
• hotels and resorts;
• cruises;
• transfers and transportation;
• sightseeing and excursions;
• activities and attraction tickets;
• visa and visa-processing services;
• meals and restaurant arrangements;
• travel insurance;
• guides and tour services;
• special-event bookings;
• other services arranged through third-party suppliers.

Different services within the same booking may carry different cancellation and refund conditions.

By making a booking with Tratoli, you acknowledge and agree to the cancellation and refund conditions applicable to that booking.

A quotation or itinerary is not by itself a confirmed booking. Nothing is held or reserved until a booking is confirmed.

A booking becomes confirmed only when you have accepted the quotation, the required payment has been received by Tratoli, and Tratoli has issued a written booking confirmation.

Once a booking is confirmed, the cancellation conditions applicable to it apply from that moment — including where the booking is cancelled shortly afterwards.

Please review the quotation, booking confirmation, invoice and the applicable cancellation conditions before making payment.

The percentages in the standard schedule are guidelines and do not apply to every booking.

Depending on the destination, travel dates, supplier, hotel, airline, cruise, activity, season, special event or promotional rate, Tratoli may prescribe cancellation conditions specific to your booking. The conditions applicable to a particular booking may therefore be the standard schedule, supplier-specific conditions, or specific conditions stated in your quotation, invoice or booking confirmation.

Where booking-specific conditions are communicated to you before or at the time of booking, those conditions apply to that booking.

Booking-specific conditions may be stricter than the standard schedule and may, in some cases, result in cancellation charges of up to 100% of the booking or service cost.

Travel arrangements usually involve several independent suppliers, each with its own cancellation, amendment and refund policy. A supplier may impose:

• non-refundable deposits;
• partial or full cancellation charges;
• non-refundable promotional rates;
• non-refundable airline fares;
• visa processing charges;
• special-event or peak-season charges;
• advance-purchase restrictions; or
• other supplier-specific penalties.

Supplier conditions may be more restrictive than our standard schedule. Where they are, the supplier's charges may be passed on to you, and the actual charge for your booking may be higher than the standard percentage on this page.

Tratoli determines and communicates the cancellation conditions applicable to your booking based on the actual services and suppliers involved in it.

This schedule applies where your quotation, invoice or booking confirmation does not set out different conditions, and where no stricter supplier condition applies. It matches the schedule in our standard quotation template.

Charges are calculated on the cost of the tour, by the number of calendar days between the date we receive your written cancellation and your date of departure:

• 40 days or more before departure: up to 25% of the cost of the tour.
• 20 to 39 days before departure: up to 50% of the cost of the tour.
• Fewer than 20 days before departure: up to 100% of the cost of the tour.

In each band, supplier charges apply in addition where the supplier's own conditions are stricter.

These charges reflect amounts we have already paid or irrevocably committed to airlines, hotels and operators on your behalf, together with our planning and service costs. They are not penalties, and we will show you the calculation on request.

No-show: if you do not travel, do not appear for a booked service, do not check in, or do not use a booked service, the booking is treated as a no-show and no refund is generally available, unless the supplier specifically permits one.

When we arrange a booking we take on financial commitments to suppliers. These may include hotel deposits and advance payments, airline ticket costs, cruise payments, transport arrangements, activity tickets, visa fees, meal reservations, guide fees, entrance tickets and supplier booking fees.

Where those amounts are non-refundable, or become non-refundable because of when you cancel, they may be deducted from what you have paid.

Flights are subject to the operating airline's fare rules. Tickets may be refundable, partially refundable, non-refundable, or refundable only after airline penalties, taxes and fees.

Any refund we receive from the airline is passed on to you after the applicable charges. We cannot refund a flight where the airline does not release a refund to us.

Hotel bookings are subject to the conditions of the particular hotel and rate booked. Rates may be fully refundable, refundable until a stated date, partially refundable, non-refundable, or subject to a one- or more-night charge.

Hotels commonly apply stricter conditions during peak season, festivals, public holidays, special events, conferences and exhibitions, and on promotional rates. Where the hotel applies a stricter policy, that policy applies to the hotel component.

Cruise bookings follow the cruise operator's cancellation and amendment policy. Cruise charges typically increase steeply closer to departure and often become 100% non-refundable.

Sightseeing, excursions, attraction tickets, transfers, guides and meals carry their own supplier conditions, and many tickets are issued on a non-refundable, non-amendable basis. Where such a service cannot be cancelled or refunded with the supplier, that amount is deducted from your refund.

Visa fees, application fees, processing fees and other amounts paid to embassies, governments, visa centres or agents are generally non-refundable, whether the visa is approved, rejected, delayed or withdrawn. Unless stated otherwise, visa fees are not refunded when a trip is cancelled.

Tratoli is not responsible for visa rejection or delay by an embassy, government authority, visa centre or other third party.

Bookings over Christmas and New Year, festivals, public holidays, exhibitions, conferences, sporting events, concerts and other high-demand periods frequently carry stricter conditions than the standard schedule, including 100% charges. Where these are known at the time of booking, we tell you.

Where a component is identified as non-refundable, no refund is due for that component on cancellation. A package may contain both refundable and non-refundable components, and any refund is calculated separately across them.

Issued airline tickets, visa fees, insurance premiums, trip planning fees and special-event bookings are commonly non-refundable regardless of when you cancel.

Where a booking covers several travellers, cancelling one may change the price or availability for the rest. It can result in revised hotel rates, revised transport costs, revised room occupancy, loss of group rates, supplier charges, or cancellation of the whole booking.

We will tell you the resulting charges before applying them.

A request to change dates, destination, hotel, room category, traveller numbers, flights or activities is not automatically a free modification. Changes depend on availability and on the supplier's amendment conditions, and any additional supplier charge, fare difference, rate difference or administrative charge is payable by you.

Depending on supplier rules, a date change may be treated as a cancellation of the original booking and the creation of a new one. A date change does not reset or extend the cancellation bands if you subsequently cancel.

Cancellation requests must reach us in writing — email booking@tratoli.com, or use the channel named on your booking confirmation — quoting your booking reference.

The effective cancellation date is the date we receive your instruction, subject to verifying the booking and the supplier's own timelines. If you first tell us by phone, we will ask you to confirm in writing; provided you do confirm, the effective date will be the date of your first clear instruction, not the date the written confirmation arrives.

Timing determines the charge, and we cannot backdate a cancellation. Please put it in writing straight away.

Where a refund is due, it is calculated as the amount you paid, less:

• airline cancellation charges;
• hotel cancellation charges;
• cruise cancellation charges;
• visa and processing fees;
• activity and sightseeing cancellation charges;
• transport and transfer cancellation charges;
• non-refundable deposits;
• other supplier charges;
• applicable administrative and cancellation charges; and
• any other non-refundable amounts applicable to the booking.

The result is the net refund payable, and it may be considerably less than the amount you originally paid. Where all booked services are non-refundable, or the charges equal the amount paid, no refund is payable.

We will give you an itemised statement showing what was deducted and why, so you can see the calculation rather than only the result. If you believe a figure is wrong, tell us within 30 days of that statement and we will review it.

We cannot refund an amount we have not recovered and cannot recover from the supplier, except where we are legally required to do so.

Once the final refundable amount is determined and any supplier refund has reached us, refunds are generally processed within 7 to 14 business days, subject to banking and payment-gateway processing times. Where a supplier refund is still pending, the timeline extends accordingly.

Refunds are made to the original payment method.

Where a supplier refund is received in a currency other than the one you paid in, the amount you receive may be affected by exchange rates and bank charges. We are not responsible for a shortfall arising solely from currency movement between the date of payment and the date of refund.

Non-refundable payment-gateway, banking or card-processing charges may be deducted from a refund where applicable and where permitted by law.

A cancellation charge band, once passed, does not reopen. Asking for a refund after your departure date, after the trip has been taken, or after the applicable band has closed does not entitle you to a refund that was not available at the time you cancelled.

Not travelling is not the same as cancelling. If you do not travel and did not give written cancellation beforehand, the booking is treated as a no-show.

Dissatisfaction raised only after a trip has been completed does not by itself create a right to a refund of services that were delivered. Please tell us during the trip — most problems can only be put right at the time, and raising them later removes both our opportunity to fix them and our ability to recover anything from the supplier for you.

Any claim for a refund or reduction should reach us in writing within 90 days of the end of travel or of the cancellation, whichever is later. This does not apply where the law that protects you allows longer.

If you are unhappy with a charge, please raise it with us before raising a payment dispute with your bank — see the chargeback section of our Terms & Conditions.

Cancellation for personal reasons — change of plans, illness, leave refused, change of employment, family circumstances, passport or document problems, or failure to obtain required documentation — remains subject to the applicable cancellation conditions.

This is exactly the risk travel insurance exists to cover, and we strongly recommend every traveller has it.

Where flights, hotels, transport or other services are delayed, cancelled or materially changed by a supplier, or by circumstances beyond our reasonable control — natural disasters, epidemics, government restrictions, war, terrorism, civil unrest, strikes, border closures, extreme weather, airspace or airport closures, or regulatory action — we will make reasonable efforts to assist you and to find alternatives.

Any additional cost arising from such disruption is payable by you unless the supplier or the law provides otherwise.

We are not responsible for compensation or refunds beyond the amounts actually recoverable from the relevant suppliers, except where we are legally required to provide them. Where we do recover a refund or credit, we pass it on.

We may update this policy to reflect changes in our services, supplier arrangements or operational practice. Each version carries a date and a version number, shown at the top of this page, and superseded versions are retained.

An updated policy applies to bookings made after its effective date. It does not alter the cancellation conditions of a booking that has already been confirmed: for an existing booking, the conditions communicated and accepted for that booking continue to apply.

By making payment towards a booking, you acknowledge that:

• travel services are provided by multiple independent suppliers;
• different suppliers have different cancellation and refund conditions;
• some services are completely non-refundable;
• cancellation charges increase closer to departure;
• the charge applicable to your booking may differ from the standard schedule on this page;
• booking-specific conditions communicated in your quotation, invoice or booking confirmation apply to your booking;
• supplier-specific charges may be passed on to you; and
• the amount refundable, if any, depends on the applicable booking and supplier conditions.

Please review the full itinerary, inclusions, exclusions, payment terms and cancellation conditions for your specific booking before paying. By proceeding with payment you confirm that you have had the opportunity to review and accept those conditions.

Nothing in this policy removes or reduces any right you have under consumer law that cannot be contracted out of. If you are a consumer in India, see the “Consumers in India” and “Grievance redressal” sections of our Terms & Conditions.