Cancellation and Refund Policy
One cancellation policy applies to every booking on travlneu, whichever partner you book with. This page sets out what you get back, when, and how to ask for it.
Effective from 30 July 2026. Last updated 30 July 2026.
1. Scope
This policy applies to every booking made through the travlneu platform, operated by TRAVLNEU PRIVATE LIMITED. It forms part of our Terms of Service.
travlneu applies a single platform-wide cancellation policy rather than letting each partner set its own. Whichever consultant, guide, host, stay, café, package or vendor you book, the table below is the policy that applies, and it is shown to you before you pay.
2. If you cancel
The refund depends on how far ahead of the service start date you cancel. The service start date is the date the booked service begins, as shown on your booking confirmation.
| You cancel | You receive | Why |
|---|---|---|
| 7 days or more before the service start date | 100% of the booking value | Payment gateway charges, where non-recoverable, are deducted. |
| Between 3 and 7 days before the service start date | 50% of the booking value | Covers commitments the partner has already made on your behalf. |
| Between 48 hours and 3 days before the service start date | 25% of the booking value | Applies to the base booking value, excluding third-party charges already incurred. |
| Less than 48 hours before the service start date, or no-show | No refund | The partner has reserved capacity that can no longer be resold. |
Percentages apply to the booking value: the amount you paid for the service, excluding any third-party charge that was already non-recoverable at the time you cancelled. Where a charge of that kind is deducted, we itemise it in your refund statement.
3. If the partner cancels or does not deliver
You receive a full refund of everything you paid for the affected service where:
- the partner cancels a confirmed booking, for any reason
- the partner does not turn up, or is not able to deliver the service
- the service delivered differs materially from what the listing described
- we suspend or remove the partner before your service date and cannot substitute an equivalent service
In these cases the cancellation ladder in section 2 does not apply, and no cancellation charge is deducted. Where you would prefer it, we will try to arrange an equivalent service with another verified partner instead of refunding, but the choice is yours.
4. Situations where you are never charged
- A payment was debited but no booking was confirmed. The full amount is refunded automatically.
- You were charged more than once for the same booking. The duplicate amount is refunded in full.
- A booking request expired or was declined by the partner. Any amount collected is refunded in full.
- A booking was cancelled because we identified fraudulent or unauthorised use of your payment method.
5. How to cancel and claim a refund
- Cancel from the booking in your travlneu account, or write to us with your booking reference.
- If you cannot access your account, email contact@travlneu.com from the address on the booking, quoting the booking reference.
- Where a claim relates to a service that was not delivered as described, raise it within 7 days of the service date so we can put it to the partner while records are fresh.
6. How long a refund takes
| Stage | Timeline |
|---|---|
| We assess your cancellation or claim | Within 2 business days |
| We initiate the refund once approved | Within 3 business days |
| Your bank or card issuer credits the money | 5 to 7 business days after initiation |
Refunds are made to the original payment method through Razorpay. We cannot redirect a refund to a different account, card or instrument. The final leg depends on your bank or card issuer and is outside our control; we will share the gateway reference so you can trace it with them.
7. Deductions we may make
- Payment gateway charges, where the gateway does not return them to us on a refund. These are itemised, never estimated.
- Third-party costs already incurred and non-recoverable on your behalf, such as a permit or entry ticket already issued in your name.
- The cancellation charge set out in section 2, where you cancel inside the relevant window.
No other deduction is made from a refund.
8. Changing a booking instead of cancelling
Where a partner can accommodate a change of date or party size, you may request a modification rather than cancelling. If we and the partner accept the change, no cancellation charge applies; any difference in price is collected or refunded. If the change cannot be accommodated, the cancellation ladder applies from the date you asked to change.
9. If you disagree with a refund decision
Write to our Grievance Officer at contact@travlneu.com with your booking reference. Complaints are acknowledged within 48 hours and resolved within 15 days of receipt. Raising a complaint with us does not affect any right you have to escalate under consumer protection law.