Cancellation & Refund Policy

1When is your booking confirmed?

Your booking is considered confirmed after HolidaySeva accepts your booking request, we receive the required advance or full payment, and we send you a booking confirmation, invoice, voucher, itinerary or confirmation through an authorised channel such as email or WhatsApp. Once the booking is confirmed, cancellation charges may apply.

2Standard cancellation charges

Unless a different cancellation policy is clearly mentioned in your quotation or booking confirmation, the following standard cancellation charges will apply.

These deductions help cover confirmed reservations, supplier charges, administrative work and travel arrangements already made for your booking. Where a particular hotel, transport provider, airline, ferry operator or other supplier has a stricter cancellation condition, that supplier's applicable non-refundable amount may also apply, provided the relevant condition was communicated or forms part of the booked service.

3Important: supplier cancellation charges

HolidaySeva works with independent service providers such as hotels, resorts, transport companies, car operators, airlines, ferry and boat operators, local guides, restaurants, activity providers and destination partners. Some suppliers require full or partial advance payment to confirm a reservation.

4Special & peak-season bookings

Certain travel periods involve high demand and stricter supplier cancellation policies — including Durga Puja, Christmas, New Year, long weekends, public holidays, festival periods, major fairs or religious events, special group departures, and other high-demand seasonal dates.

Bookings during these periods may have a special cancellation policy, and in some cases hotel rooms, vehicles, ferry services or other arrangements may become partially or fully non-refundable immediately after confirmation. If a special cancellation policy applies, HolidaySeva will try to mention it in the quotation, booking confirmation or payment communication before or at the time of confirmation. The specific booking condition will take priority over the general cancellation table above.

5GangaSagar Mela bookings

GangaSagar Mela travel involves advance planning because of limited accommodation, very high demand, vehicle and ferry availability, local transportation, temporary accommodation, meal arrangements and guide/support staff arrangements. For confirmed GangaSagar Mela packages, hotels, camps, transportation and other services may require advance non-refundable payments.

Therefore, GangaSagar Mela bookings may carry a stricter cancellation condition than our normal tour packages. Customers should check the specific cancellation condition written in their quotation before making payment.

6Customised & private tour packages

A customised tour is prepared specifically according to a customer's travel dates, hotel requirements, vehicle choice, sightseeing plan and other preferences. Once we start making confirmed reservations for a customised package, certain costs may become non-refundable. Cancellation charges for customised packages will therefore be based on:

• The normal cancellation slab
• Supplier cancellation charges
• Non-refundable booking costs
• Services already provided or arranged

7Group bookings

Group bookings often require advance payments to hotels, transport operators and other suppliers. Special cancellation conditions may therefore apply to corporate groups, family groups, pilgrimage groups, school or educational groups, large tour groups, and fixed-departure tours. The applicable group cancellation policy will normally be mentioned in the group's quotation or booking agreement.

A reduction in the number of travellers after confirmation may also result in an increase in the per-person package cost, because the original price may have been calculated based on group size.

8Non-refundable booking amounts

Certain amounts may be non-refundable once confirmed — including non-refundable hotel bookings, airline tickets, railway-related bookings, special permit charges, entry tickets, private ferry or boat reservations, special-event bookings, supplier deposits, visa processing charges, insurance premiums, payment gateway charges where non-recoverable, and services already provided. Non-refundable conditions applicable to a specific service should be communicated as part of the booking wherever reasonably possible.

9Advance / booking amount

An advance payment confirms that the customer intends to proceed with the booking. It is not automatically fully refundable if the customer later cancels. The refund, if any, will be calculated according to the date of cancellation, applicable cancellation charges, supplier deductions, non-refundable reservations, and services already provided.

10How cancellation is calculated

Cancellation charges are calculated from the total confirmed booking value, unless otherwise stated in the booking confirmation.

Any additional non-refundable supplier amount specifically applicable to the booking may also need to be considered. The actual refund will be calculated after reviewing the confirmed services.

11How to cancel your booking

Cancellation should be submitted in writing to info@holidayseva.com, or through an official HolidaySeva WhatsApp number if one has been provided for your booking. Your message should contain:

• Lead traveller's name
• Booking reference, if available
• Travel date
• Mobile number
• Reason for cancellation

A cancellation is considered received when HolidaySeva receives the written request through an authorised communication channel. Simply informing a driver, guide, hotel or third-party service provider may not be treated as an official cancellation request.

12Cancellation date & time

Cancellation charges will normally be calculated based on the date and time HolidaySeva receives the written cancellation request. For example, if the applicable 15-day cancellation period has already passed when we receive your request, the next cancellation slab may apply. Customers are therefore advised to inform us as early as possible.

13No-show policy

A No-Show means that a traveller does not report for the booked service without cancelling within the required time — for example, not reporting at the pickup point, not checking into the hotel, missing the arranged vehicle, ferry, flight or a scheduled tour, or not responding to reasonable attempts to contact the traveller. In case of a no-show, the booking will normally be treated as 100% non-refundable, subject to applicable law and any amount recoverable from suppliers.

14Late arrival

Customers are responsible for arriving at the agreed pickup point or departure location on time. If a traveller is late and misses an included vehicle, ferry, train, flight, sightseeing service or activity, HolidaySeva will try to assist where reasonably possible. However, additional costs required to make alternative arrangements will normally be payable by the customer, and unused services caused by the customer's late arrival may be non-refundable.

15Unused services

No automatic refund will be provided for a service voluntarily not used after the tour has started — such as unused hotel nights, missed sightseeing, unused meals, unused vehicle or ferry service, unused activities, or early departure from the tour. Where HolidaySeva is able to recover money from a supplier for an unused service, we may consider the recoverable amount while calculating any refund due.

16Early departure

If a customer voluntarily leaves the tour before completion, unused services may not be refundable, because many services are booked and paid for in advance for the complete itinerary. HolidaySeva will nevertheless review any supplier refund that may genuinely be recoverable.

17Date change / rescheduling

If you want to change your travel date instead of cancelling, please contact us as early as possible. Rescheduling is subject to hotel and vehicle availability, supplier approval, seasonal rates, new travel dates, and applicable amendment charges.

If the new package price is higher, the customer must pay the difference. If suppliers charge cancellation or amendment fees for the original booking, those charges will also apply. A date change is not guaranteed.

18Change in number of travellers

If the number of travellers decreases after confirmation, the per-person package cost may increase — for example, vehicle and hotel costs may have been divided among a particular number of travellers. Reducing the group size does not necessarily mean the package price will reduce proportionately, and any cancellation charge applicable to the cancelled traveller may also apply.

19Replacement traveller

For certain tour packages, HolidaySeva may allow another person to travel in place of a cancelled traveller if the supplier permits name changes, the booking is transferable, the change is requested sufficiently in advance, and required documents are provided. Airline tickets, permits and other personalised services may not allow name changes. Any amendment or supplier charges will be payable by the customer.

20Cancellation due to medical reasons

We understand that medical emergencies can occur. However, a medical reason does not automatically cancel charges already imposed by hotels, transport providers or other suppliers. Customers should consider purchasing suitable travel insurance that covers cancellation due to eligible medical emergencies. Where possible, HolidaySeva will assist in requesting consideration from the relevant supplier, but approval cannot be guaranteed.

21Cancellation due to weather

Normal rain, heat, cold, fog or other expected seasonal conditions do not automatically qualify for a full refund. However, if government authorities officially stop travel or an essential booked service cannot operate because of severe weather, HolidaySeva will review the affected arrangements. Available options may include rescheduling, travel credit, alternative arrangements, or refund of recoverable amounts — depending on supplier policies and the circumstances of the booking.

22Ferry or boat cancellation

Ferry and boat services may be suspended because of bad weather, strong winds, high tide, river conditions, government orders, safety concerns or port restrictions. HolidaySeva will make reasonable efforts to provide an alternative arrangement where possible. If a ferry or boat service is cancelled and the supplier refunds HolidaySeva, the recoverable amount will be considered for refund to the customer after applicable charges.

23Train or flight cancellation

Airline and railway services are governed by their respective cancellation and refund rules. HolidaySeva cannot change the refund policy of an airline, railway operator or ticket provider. Where HolidaySeva has booked such a service for you, any refund received from the relevant supplier will be handled according to the supplier's rules and applicable HolidaySeva service conditions.

24Force majeure

Sometimes a tour may be affected by circumstances outside the reasonable control of both the customer and HolidaySeva — cyclones, floods, earthquakes, severe weather, natural disasters, epidemics or pandemics, war, civil unrest, strikes, government restrictions, road closures, ferry suspension, curfew, transport shutdown, airport closure, or other extraordinary events.

In such cases, HolidaySeva will try to provide the most practical available option — rescheduling, alternative arrangements, travel credit, or refund of amounts actually recoverable from suppliers. A full cash refund cannot automatically be guaranteed where HolidaySeva has already paid non-refundable amounts to third-party suppliers.

25If HolidaySeva cancels the booking

If HolidaySeva cancels a confirmed tour for reasons within HolidaySeva's reasonable control and cannot provide a reasonable alternative, we will refund the amount paid for the cancelled services according to applicable law. Where applicable law requires HolidaySeva to bear corresponding cancellation consequences when it unilaterally cancels a booking, those requirements will be followed.

If cancellation results from a force-majeure situation or from an independent supplier, the available refund, rescheduling or credit option may depend on amounts recoverable from that supplier and the applicable legal requirements.

26If a hotel or supplier cancels

If a confirmed hotel, vehicle or other supplier unexpectedly cancels its service, HolidaySeva will make reasonable efforts to arrange a suitable replacement, a comparable alternative, or another practical solution. If no reasonable alternative can be arranged, any refund for the affected service will depend on the amount received or recoverable from the supplier, subject to applicable law.

27Refund processing

After a refund is approved, HolidaySeva will begin processing it within a reasonable period. Refunds will normally be made to the original payment method, or the bank account of the person who made the payment, where appropriate.

The time taken for the amount to appear in your account may depend on bank processing, UPI provider, card issuer, payment gateway, or supplier settlement. HolidaySeva will process accepted refunds in accordance with applicable law and payment-system requirements.

28Refund calculation

The refund amount, where applicable, will generally be calculated as:

HolidaySeva will not deduct the same cost twice.

29Payment gateway & bank charges

Payment gateways, banks or card companies may impose transaction fees. Where these amounts are not returned to HolidaySeva after cancellation, such genuinely non-recoverable charges may be deducted from the refund where legally permitted.

30Refund to another person

For fraud prevention and security, refunds will normally be issued to the person or payment method from which the original payment was received. If a customer requests payment to another bank account, HolidaySeva may require additional verification before processing it.

31Travel credit

In some situations, HolidaySeva may offer travel credit instead of immediate cancellation where this provides better value to the customer — for example, where a supplier permits rescheduling but not refund, a festival booking needs to be postponed, or a customer wants to travel later.

The validity and conditions of any travel credit will be communicated in writing. Customers are not required to accept travel credit where applicable law entitles them to a cash refund.

32Refund disputes

If you believe a refund has been calculated incorrectly, please contact us at info@holidayseva.com with your booking reference, customer name, travel date, amount paid, cancellation date, and the reason for your concern. We will review the booking and supplier conditions.

33Customer responsibility before making payment

Before making a booking payment, customers should carefully check travel dates, number of travellers, package price, hotel details, room category, transportation, inclusions, exclusions, cancellation conditions, and any special non-refundable services. Making payment after receiving the booking details indicates acceptance of the applicable booking conditions, subject to the customer's rights under applicable law.

34Consumer rights

Nothing in this Cancellation & Refund Policy is intended to remove or restrict any right available to a customer under applicable Indian consumer law. Where a mandatory provision of law provides a customer with a greater right than this policy, the applicable law will prevail.

35Policy changes

HolidaySeva Tours Private Limited may update this Cancellation & Refund Policy from time to time. The latest policy will be published on Holidayseva.com. For an already confirmed booking, the cancellation conditions communicated or applicable when the booking was confirmed will generally continue to apply, unless a change is required by law or HolidaySeva and the customer agree otherwise.

36Contact us

For cancellation, refund or booking-related questions, please contact us.