Effective Date: August 1, 2025
Company Name: Hey Trav
Operating Address: B-42, Gujranwala Town, Part-1, Delhi – 110009
Contact: +91 97676 76731 | pranav@heytravnow.com

At Hey Trav, we understand that travel plans can change—sometimes due to personal reasons, and sometimes due to circumstances beyond anyone’s control. This Refund and Returns Policy explains how we handle cancellations, refunds, and rescheduling across all the services we offer.

We believe in keeping things clear, honest, and fair. By booking with Hey Trav, you acknowledge and agree to the terms outlined in this policy. If you have any questions, our team is always just a call or email away.

1. Introduction

Hey Trav offers travel-related services such as:

• Domestic and international flight bookings
  
  
• Custom travel packages (solo, couple, family, group)
  
  
• Hotel bookings
  
  
• Visa and passport assistance
  
  
• Travel insurance
  
  
• On-ground travel coordination
  
  

We act as an agent on your behalf and work closely with third-party service providers such as airlines, hotels, embassies, insurance providers, and tour operators. Refund policies are often dictated by these providers, and Hey Trav follows the rules and timelines they prescribe.

2. General Refund Guidelines

Before diving into specifics, here are a few things to keep in mind:

• Transparency First: We always explain refund and cancellation terms before confirming your booking.
  
  
• Vendor-Dependent: Refunds are subject to the terms of airlines, hotels, embassies, insurance firms, and other vendors.
  
  
• Processing Time: Refund timelines may vary from 7 to 21 business days depending on third-party processing.
  
  
• Documentation: Refunds will only be processed after receiving all required documents, including a cancellation request in writing.
  
  
• Payment Mode: Refunds will be made using the original mode of payment unless otherwise agreed upon.
  
  

3. Flights

Hey Trav facilitates flight bookings with domestic and international airlines. Flight refund terms depend entirely on the airline’s fare rules, which are shared with you before booking.

3.1 Refundable Tickets

• Eligible for refund as per airline policy.
  
  
• Cancellation charges (if any) are deducted as per the airline.
  
  
• Refunds typically take 7–14 business days.
  
  

3.2 Non-Refundable Tickets

• No monetary refund is issued by the airline.
  
  
• In some cases, a partial credit voucher may be available for future travel.
  
  
• Name changes are generally not allowed after ticket issuance.
  
  

3.3 Rescheduling or Changes

• Change fees and fare differences will apply.
  
  
• You must notify us at least 48 hours before departure for international flights and 24 hours for domestic flights.
  
  

3.4 No Show or Missed Flights

• Considered 100% non-refundable.
  
  
• No refund will be provided unless the airline specifically permits one due to extenuating circumstances.
  
  

4. Hotels

Hotel bookings—whether standalone or as part of a package—are governed by each hotel’s individual cancellation policy. We always share these policies with you prior to booking.

4.1 Flexible Bookings

• Can be cancelled within a stipulated window (usually 24–72 hours before check-in).
  
  
• Full or partial refund may apply.
  
  

4.2 Non-Refundable/Prepaid Bookings

• These bookings are strictly non-refundable.
  
  
• Date changes may not be permitted.
  
  
• In rare cases, a credit note or voucher may be arranged if the hotel agrees.
  
  

4.3 No Show or Early Checkout

• Typically non-refundable.
  
  
• Charges for unused nights are usually forfeited.
  
  

5. Custom Travel Packages

Hey Trav specializes in curated travel plans that include flights, hotels, tours, transfers, and more. These packages involve multiple vendors and hence, the refund structure is a combination of each vendor’s policy.

5.1 Cancellation Timeline and Charges

We will always provide a detailed breakup of what is refundable vs. non-refundable at the time of your cancellation.

5.2 Inclusions That May Be Non-Refundable

• Special activity bookings (safaris, cruises, events)
  
  
• Airport transfers booked via local operators
  
  
• Visa and insurance fees
  
  
• Service fees charged by Hey Trav for trip planning and execution
  
  

6. Visa Services

Hey Trav offers document assistance, appointment booking, and process guidance for visa applications.

6.1 Refund Terms

• Visa processing fees charged by the embassy or consulate are non-refundable—even if the visa is denied.
  
  
• Our service fee for documentation and application support is also non-refundable once work begins.
  
  

6.2 Delays or Rejections

• We cannot guarantee visa approval.
  
  
• No refunds will be provided for delays, rejections, or cancellations due to incomplete/incorrect documentation or rejection by the issuing authority.
  
  

7. Travel Insurance

Travel insurance is offered through reputable third-party providers. Policies once issued are governed by the insurance provider’s terms and conditions.

7.1 Refund Scenarios

• Before Travel Date: If the insurance has not yet started and you cancel your trip, a refund may be possible depending on the provider.
  
  
• After Policy Activation: Once active, insurance is non-refundable, even if unused.
  
  

7.2 Claims

All claim processing, approvals, and reimbursements are handled directly by the insurance company.

8. Service Fees and Customization Charges

Hey Trav may charge a non-refundable consultation or service fee for itinerary planning, last-minute coordination, booking assistance, or documentation.

These charges are clearly mentioned upfront and are not subject to refund under any circumstance once services are rendered or booking is confirmed.

9. Group Bookings

For bookings involving more than 6 travelers (e.g., family tours, student trips, corporate retreats):

• Cancellation terms are stricter due to block bookings and advance commitments.
  
  
• Refund eligibility will vary based on total group size, destination, vendor flexibility, and timeline.
  
  
• A custom refund schedule will be shared with you before confirmation.
  
  

10. Force Majeure Events

Hey Trav is not liable for refund delays or losses due to “force majeure” events including:

• Natural disasters (earthquakes, floods, hurricanes)
  
  
• Political instability, riots, or terrorism
  
  
• Epidemics or pandemics
  
  
• Government-imposed travel bans or advisories
  
  
• Airline bankruptcy or supplier default
  
  

In such cases, refunds will be processed only if and when vendors offer compensation. We will assist you in claiming refunds or credits to the best of our ability.

11. Refund Process & Timelines

Once a cancellation request is approved, the refund process is initiated. Here’s how it works:

11.1 Required Documents

• Written cancellation request (email or WhatsApp)
  
  
• Booking ID or reference number
  
  
• Bank details or payment receipt (if needed)
  
  

11.2 Timeline

• Refunds are usually processed within 7–21 business days.
  
  
• In case of third-party delays, we’ll keep you informed and follow up regularly.
  
  

11.3 Mode of Refund

Refunds will be issued to the original payment method unless agreed otherwise in writing.

12. Refund Disputes and Clarifications

If you feel that a refund was not processed correctly:

• Contact us within 15 days of receiving the refund
  
  
• Provide full details of your query and documentation
  
  
• We aim to resolve disputes within 10 working days
  
  

Refund decisions made based on third-party rejections (e.g., visa denial, non-refundable hotel) are final and not subject to internal override.

13. Modifications to This Policy

We may update this policy periodically to reflect changes in third-party policies, legal requirements, or our internal procedures. All changes will be posted on our website and updated in documentation sent to clients.

Your continued use of Hey Trav services after any change constitutes acceptance of the revised policy.

14. Contact for Cancellations & Refunds

To initiate a cancellation or refund request, please contact us at:

Hey Trav – Refund Desk
📍 B-42, Gujranwala Town, Part-1, Delhi – 110009
📞 +91 97676 76731
📧 refunds@heytravnow.com (alternative to main ID for clarity)
🕘 Business Hours: Mon–Sat, 10:00 AM to 6:00 PM IST