Service Delivery Policy
travlneu sells travel services, not physical goods. This page explains how a booking is confirmed and delivered, and the timelines you can expect at each stage.
Effective from 30 July 2026. Last updated 30 July 2026.
1. What is delivered
TRAVLNEU PRIVATE LIMITED operates travlneu, an online marketplace for travel services. Nothing sold on the Platform is a physical product, so no goods are shipped and no shipping charges apply.
What you receive on booking is a confirmed reservation for a service — consulting, guiding, a stay, a café reservation, a trip package, a co-traveller arrangement, or a local vendor service — which the partner then delivers on the agreed date.
This page is the equivalent of a shipping policy for a services marketplace, and is published so travellers and payment partners can see our fulfilment timelines.
2. How a booking is confirmed
| Stage | What happens | Timeline |
|---|---|---|
| Booking request | You choose a service, enter traveller details and pay through Razorpay. | Immediate |
| Payment acknowledgement | You receive an on-screen confirmation and an email with the transaction reference. | Within minutes of payment |
| Partner acceptance | The partner confirms availability for your dates and party size. | Within 24 hours for most services; up to 48 hours for custom itineraries |
| Booking confirmation | We issue the confirmed booking with partner contact details and joining instructions. | Immediately after partner acceptance |
A booking is only confirmed once we issue the booking confirmation. If a partner cannot accept the request within the timeline above, the request lapses and the full amount is refunded under the Cancellation and Refund Policy.
3. How you receive your booking
- Booking confirmations, vouchers and itineraries are delivered electronically — in the travlneu app and to the email address on your account.
- Nothing is posted or couriered. Where a partner requires a physical permit or ticket, they issue it to you directly and their listing says so.
- You can re-download confirmations at any time from your bookings in the app.
4. Delivery of the service itself
The travel service is delivered by the partner on the date and at the location shown on your confirmation. Each listing states what is included, what is not, the meeting point or check-in arrangement, and the duration.
- Consulting and itinerary planning is delivered as agreed with the consultant, normally within the working days stated on the listing.
- Guided experiences, café reservations and vendor services are delivered on the booked date and time.
- Stays are delivered from the check-in date to the check-out date shown on the confirmation.
- Trip packages are delivered across the dates set out in the itinerary attached to your confirmation.
5. If a service is not delivered
travlneu holds the payment until the service has been delivered. If the partner cancels, does not turn up, or delivers something materially different from the listing, you are entitled to a full refund of the amount paid for that service. See the Cancellation and Refund Policy.
Report a non-delivery within 7 days of the service date, at contact@travlneu.com, so we can take it up with the partner while records are current.
6. Where we deliver
Services are listed by partners operating in the regions shown on each listing. We are onboarding partners across India first and opening further regions as coverage builds. A service can only be booked where a verified partner covers that location and date.