Our Terms and Conditions

Cancellation and Refund Policy

Who are we?

We voye.in Travel Automations India Private Limited (CIN U74999KL2018PTC054156), a company registered under the Companies Act,2013 having registered office at GS2, Heavenly Plaza, Padamugal, Kakkanad, Kochi, Kerala 682021.

What do we do?

voye.in is a web/app/e-platform or market place to connect local tour operators, resorts, home stays, trekking clubs, hospitals, adventure clubs, travel accessory manufactures, retailers, event organizers and other service providers (including but not limited to) or a facilitator of Services on behalf of third-party service providers.

Purpose

There are instances you may be forced to cancel your trip due to unforeseen events or circumstances like illness, official commitments, and personal emergencies etc. voye.in, in our greatest desire to be fair and transparent to our customers put these policies into writing. This policy will guide you through the possible grounds of cancellations, cancellation fee, refund process etc.

Definition

In these policy document, when we use the words “We, Us, Our, Website, App, Portal, Company”, we mean voye.in. When we use “You, Your, Customer, Traveler, User”, we mean the person who made the booking with us. “Service Provider” refers to local tour operators, resorts, home stays, trekking clubs, hospitals, adventure clubs, travel accessory manufactures, retailers, and event organizers. All other words shall construe in the normal business parlance.

Cancellation and Refund

I) If you want to cancel your tour

If the customer desires to cancel the booking, customer can cancel booking online at any time and shall inform us in writing expressing the intent or conveying the instruction to cancel the booking. Even though we do not insist upon our customers to give us complete disclosure of reason for cancellation, however, it will help us to improve our services and serve you better in future.

The cancellation charges apply from the date we receive your cancellation request from you or your Travel Agent. In order to cover our expected losses from the cancellation there’s a set scale of charges which must be paid by you if you or anyone travelling with you cancels or you cancel any services or arrangements that form part of your booking with us. The charges are a percentage of the cost of the arrangements being cancelled. Cancellation and Refund charges may vary based on the products / services you purchase. However, please note that below list is only indicative, read cancellation policies mentioned in the package (if any) page to confirm your cancellation charges. Cancellation / Refund charges mentioned in package page (if any) will override the charges mentioned here.

If the customers cancelling booking within 10 days of departure, we recommend you to give a call to our destination expert on 9605714953 before proceeding to cancellation process, we provide you the option to postpone your trip to a future date, however your service provider should have the availability to accommodate you on the future dates you select ,however voye.in reserves all rights to take a final decision on this. We will try to make this happen to an extent possible.

Also, customers can postpone their confirmed bookings to a future date rather than cancelling and paying cancellation charges and if you wish to select an alternate Holiday, we offer you, you can choose another one of our Holidays for a future date or similar date, if possible. An alternate date or holiday facility is only available, if you cancel your booking before 20 days of departure. Also we / service provider may deduct the applicable charges that they are unable to recover from the hoteliers, airlines, taxes, contractor expenses (including but not limited to). However, voye.in reserves all rights to take a final decision on this.

Days before departure date when we receive your notice to cancel Cancellation charges
30 days prior to Journey 20% of the Tour cost
20 days prior to Journey 25% of the Tour cost
10 days prior to Journey 60% of the Tour cost
05 days prior to Journey 85% of the Tour cost
Below 5 days prior to journey 100% of the Tour cost

  1. Our Cancellation and Refund policies varies based on the products / services you purchase, hence please read Cancellation and Refund policies listed on package description carefully and acknowledge the same.
  2. Refunds are being processed within 10 working days period however; we shall not be liable for any default caused in processing the refund amount owing to the delay caused by processing bank.
  3. In case the customer cancels the tour after its commencement, it is subject to the discussions with service provider and solely discreet of service provider to confirm applicable refunds and depend on the amount that the service provider would be able to recover from the hoteliers/ contractors the service providers patronize.
  4. Refund against cancellation for land packages would be processed in 10 working days from the date of acceptance of cancellation request by deducting by deducting GST and payment gateway charges.
  5. If the package contains any air travel, the refund would be processed in 10 working days from the date of acceptance of cancellation request after deducting the cancellation charges paid to the concern airlines and other tax paid to the government (GST and payment gateway charges extra).
  6. The User agrees that in situations due to any technical or other failure in voye.in, services committed earlier may not be provided or may involve substantial modification. In such cases, we shall refund the entire amount received from you.
  7. In case of any natural calamities, the cancellation request for tour packages will be refundable depending upon the situation and no enforcement for refund will be granted or considered.
  8. Service Providers may at their own discretion require a person to withdraw from any tour if their conduct is deemed to be offensive or to cause annoyance to other passengers, or the person is not able to keep a pace with the remainder of the group to the detriment of the experience of other members. We shall have no further liability for the carriage of such traveler and or full/partial refund for such cases. (:Please read the tour conditions in detail)
  9. For any unused hotel accommodation, chartered transportation & missed meals etc. we or service provider do not bear any responsibility to refund.
  10. If you depart during tour early for any reason, you will not receive any credit or refund.
  11. Refunds can only be given in cases of inclusions mentioned in package and not delivered by service providers. Refunds will not be granted in any other case.
  12. Cost incurred due to this amendments/additions/change to the package (dates, inclusions, itinerary etc.); will be done at extra cost to the customer. Changes made to the package will be made as per cancellation policy of the original package and customer has to bear the extra cost incurred due to this.
  13. voye.in guarantees delivery of services booked through our website/ mobile app. In case part package is booked by traveler themselves or outside of voye.in, no claim against such services shall be entertained.
  14. If the customer collects information from our website and book services outside our website / mobile app, or any other offline methods, voye.in shall not be responsible for any loss, fraud or concerns in terms of services, price and quality. However, voye.in is not obligated for the same and cannot be held liable against it.
  15. Entry passes / tickets for any sightseeing, activities (including but not limited to) are subject to availability. voye.in / service providers will try its best to provide an alternate location / activity with comparable level. voye.in / service providers shall not be responsible for any loss or concerns in connection with ticket availability. Also voye.in / service provider will try its best to reimburse the traveler appropriate amount against the same in case refund is possible. However, voye.in / service providers are not obligated for the same and cannot be held liable against it.
  16. In case local attractions are closed for maintenance/weather conditions/government orders/strike/curfew/natural calamity, wildlife movements, permission changes or any other unforeseen circumstances, voye.in / service providers will try its best to provide an alternate location with comparable level orvoye.in / service provider will try its best to reimburse the traveler appropriate refund against the same in case refund is possible. However, voye.in / service providers are not obligated for the same and cannot be held liable against it.
  17. voye.in / service providers shall not be responsible for any loss or concerns in connection with late departure of the vehicle, poor road conditions, roadblocks, accidents, vehicle delays and no enforcement for refund will be granted or considered.
CHANGES YOU MAKE BEFORE TRAVEL

If you want to change your travel arrangements before you travel, we’ll try to help but we can’t guarantee it will always be possible, because changes are subject to availability at the time. If we can make the change you ask for, you’ll have to pay for any additional services, facilities, or other items you request at the price which applies on the day the change is made. We’ll also apply an amendment charge for each person on the booking and for each item you want to change depending on the addition. Any booking discount you may have received at the time the original booking was made may be altered or reduced whenever changes are made. If the number of people in your accommodation changes, you may have to pay extra and may lose any free or reduced infant and child places or any free group places. Any change to your departure date, airport, transport, destination, accommodation, or length of holiday must apply to everyone on your booking.

II) Cancellation by Us

We strive to make your holiday dreams come true, but there may arise unfortunate circumstances, where we or service providers will be compelled to cancel a package, considering the safety and general well-beingof our customers.

We will pay 100% refund, if we or service provider cancel the booking due to

  1. Labor unrest, insolvency or business exigencies
  2. Voluntary by us or service providers due to operational concerns.
  3. If not received enough subscriptions for the package, if applicable.

Below are some of the grounds where we or service provider might be forced to make such cancellation from our end. Please note that this list is only indicative. Refund request for tour packages due to circumstances beyond our control, will be refundable depending upon the situation and no enforcement for refund will be granted or considered.

  1. Climatic conditions or natural disaster strikes destination of travel
  2. Terrorism or mandatory evacuation at destination
  3. Subject to governmental instructions if any
  4. Wild life movements, permission changes.

No compensation will be payable if we cancel the tour after commencement, because of Circumstances Beyond our Control, except where we say differently elsewhere in this document, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your Holiday after booking, or we have informed you that we cannot supply your Holiday as we had agreed. When we refer to circumstances beyond our control we mean any situation beyond our control and the consequences of which could not have been avoided even if all reasonable measures had been taken. Such circumstances will usually include, but are not limited to, war, threat of war, airport closures, airspace closures (as well as other air traffic management decisions which may give rise to long or overnight delays or cancellations of one or more flights), the inability of airline(s) to operate flights, epidemic, significant risks to human health such as the outbreak of a serious disease at the travel destination, natural or nuclear disaster, serious security problems such as terrorist activity, civil unrest or events arising out of political instability, industrial dispute or strikes, bad weather (actual or threatened), Foreign Office advising against travel to a particular destination and significant building work taking place outside of your accommodation (such as resort development).

If we or service provider cancel a package you have booked, you will be given 2 options to choose from,

  1. You will get 100% refund of the amount paid by you within 10 working days of cancellation, or
  2. You can choose to avail any other similar tour package offered by us and the amount already
  3. paid will be adjusted against it

In the event of natural calamities or Circumstances Beyond our Control, the refund process may fluctuate upon the severity of the situation and shall be further subject to the discussions with service provider and solely discreet of voye.in to confirm applicable refunds.

Changes in the package made by us

Sometimes we’ll have to make changes to your booking arrangements.

Significant Changes: If any change will have a significant effect on your Holiday, we’ll tell you about it before you travel, as far as situation permits. The sort of significant changes we’ll tell you about include but not limited to:

  • A change to your sightseeing location.
  • A change of more than 12 hours to the departure time or from your destination.
  • If we or service provider downgrade your accommodation by one full ‘Tour Operator’ rating, or, (Star classification)
  • A change of any special requests which we have accepted and confirmed.

If you agree to the change, we will give you a price reduction if the change results in a Holiday of lesser quality or cost.

If you don’t want to accept a significant change that we tell you about before you depart, we will, if we’re able to do so, offer you an alternative Holiday of equivalent or closely similar standard and price at no extra cost, or a Holiday of lesser quality or cost, in which case we will refund the difference in price. If you don’t wish to take the alternative Holiday we offer you, you can choose another one of our Holidays and pay, or receive a refund of, any price difference.

Alternatively, if you prefer, you can cancel your booking and receive a full refund of any money you’ve paid to us, except for any amendment charges which arose before cancellation. We will give you a reasonable period of time to decide which of the options described above you would like to take. If we do not hear from you, we shall send a reminder to you, and if you still do not respond then we may cancel your Holiday and provide you with a refund.

General Terms
  • The guidelines provided by destination experts will overrule the above policies depending on the circumstance. In case of any discrepancy, the decision of voye.in will be final and binding and voye.in reserves the right to amend any and all our cancellation or refund policies from time to time, without any notice.
  • 24x7 customer care services available for cancellations and refund related concerns.

For any Cancellation and Refund related queries: +91- 6238019603| Email: refundsvoye@gmail.com

Grievance officer

In accordance with Information Technology Act 2000 and the rules made there under, the name and contact details of the Grievance Officer are provided below:

Mr. VinodBalan
voye.in Travel Automations India Private Limited
GS2 – Heavenly Plaza
kakkanad
Kochi - 682 021, Kerala, India
Contact: +91-8943574086
E-mail: escalations@voye.in