Refund Policy

1. Overview

At OnlineTourPackage, we believe in fair and transparent dealings. This Refund Policy outlines how we handle refunds following a booking cancellation, a service failure, or a company-initiated cancellation. This policy must be read in conjunction with our Cancellation Policy.

2. Refund Eligibility

You are eligible for a refund (full or partial) in the following cases:

• You cancel your booking within the eligible window as per our Cancellation Policy
• We cancel the tour due to operational reasons or force majeure
• A service was not delivered as promised (e.g., confirmed hotel was not available and no equivalent substitute was arranged)
• A duplicate payment was made due to a technical error

Refunds are not applicable in cases of no-show, last-minute (0–3 day) cancellations, or when services were utilised in part or full.

3. Refund Process

Follow these steps to initiate a refund:

• Submit Cancellation Request Email us at cmtc@onlinetourpackage.com with your Booking ID, name, travel dates, and reason for cancellation. Cancellations must be in writing.
• Receive Acknowledgement We will acknowledge your cancellation request within 24 working hours and confirm the applicable cancellation charges and refund amount.
• Refund Calculation & Confirmation Our team will calculate the refund based on the Cancellation Policy and send you a written confirmation of the refund amount within 48 working hours.
• Refund Initiated Refunds are initiated within 3–5 working days of confirmation. You will receive a transaction reference number via email.
• Refund Credited Depending on your bank and payment mode, the amount reflects in your account within 7–14 working days from initiation.

4. Refund Timeline

Please note that refund timelines are dependent on your bank or payment provider and are beyond our control once the refund has been initiated from our end.

5. Refund Modes

Refunds are processed through the same payment mode used at the time of booking:

• Online payment (card/UPI/net banking): Reversed to the original source
• Bank transfer (NEFT/RTGS/IMPS): Returned to the account from which payment was received, or as specified by the traveler in writing
• Cash payment: Refunded via bank transfer (NEFT) to a verified account — please provide bank details at the time of cancellation

We do not issue refunds in cash at our offices. All refunds are electronic.

6. Non-Refundable Items

The following are strictly non-refundable regardless of cancellation timing:

• Visa fees and documentation charges
• Helicopter booking amounts (for heli-tour packages)
• Advance permits and government fees once issued
• Advance payments for customised/bespoke packages (planning & research fees)
• Travel insurance premiums (governed by insurance provider's own policy)
• Any amounts already disbursed to hotels, activity operators, or transport providers that are non-recoverable

7. Partial Refunds

Partial refunds may be issued in the following scenarios:

• Mid-trip cancellation: If you leave a tour midway for personal reasons, no refund is issued for unused services unless we were unable to deliver booked services.
• Service failure: If a specific component of the package was not delivered (e.g., a promised activity was unavailable), a proportionate refund or service credit will be issued for that component only.
• Downgrade: If the booked hotel category was unavailable and a lower-tier accommodation was provided without prior consent, a proportionate refund for the difference will be issued.
• Group partial cancellation: If one or more travellers in a group cancel, their refund is governed by the cancellation timeline at the time of their individual cancellation notice.

8. Credit Note Option

Instead of a monetary refund, you may opt for a Credit Note equal to the full refundable amount. Benefits of choosing a credit note:

• No deduction for payment gateway charges
• Valid for 12 months from date of issue
• Can be used against any Kerala Tour package
• Transferable to a family member or friend (with prior written intimation)
• Processed faster — usually within 48 hours of cancellation confirmation

To opt for a credit note, mention it in your cancellation email. Credit notes are issued as a unique code via email.

9. Refund Disputes

If you believe you have not received your refund within the stated timeline, or if you disagree with the refund amount:

• First, check with your bank using the transaction reference number we provide
• If unresolved, email us at cmtc@onlinetourpackage.com with your booking ID and refund reference
• Our team will investigate and respond within 5 working days
• If still unresolved, disputes shall be handled as per our Terms & Conditions

10. Contact Us

For any refund-related queries, please reach out to us:

• Email: cmtc@onlinetourpackage.com
• Phone / WhatsApp: +91-92-5831-8577
• Working Hours: Monday – Saturday, 9:00 AM – 7:00 PM IST
• Website: onlinetourpackage.in