Refund & Cancellation Policy

1. What determines whether a refund is due

We are a wholesaler. When you book, we commit our own funds to hotels, transport operators and attractions in advance, on the cancellation terms those suppliers set. Our refund position therefore follows the booking, not a single company-wide window.

1. The booking's own cancellation policy governs. Cancellation and amendment charges are those set out in the booking's terms and the confirmation issued with it. They are shown to you before you pay and again on the confirmation.
2. Those charges reflect what our suppliers charge us. We do not add a separate cancellation fee of our own on top of the supplier's charge.
3. They are not restated on this page on purpose, so that there is only ever one statement of them — the one attached to your actual booking.
4. Where a booking contains several components (for example a hotel, a transfer and a tour) each component carries its own cancellation terms, and a partial cancellation is assessed component by component.
5. Non-refundable amounts. Where an amount has already been irrecoverably committed to a supplier, it is not refundable whatever the reason for cancellation. Where an instalment under a payment schedule stands in for such committed cost, it is identified as non-refundable on the payment page before you pay it.

2. How quickly an approved refund is processed

1. Once a refund is approved, we initiate it within seven (7) business days.
2. After we initiate it, the money moves through the payment aggregator and your bank or card scheme. That leg typically adds a further 5–7 business days for cards and 2–4 business days for UPI and netbanking, but the timing there is the bank's and is outside our control.
3. We will tell you the date we initiated the refund and the reference under which it was sent, so you can trace it with your bank if it has not arrived.
4. Business days are Monday to Friday excluding public holidays in India.

3. How a refund is returned to you

1. A refund is made to the same instrument and in the same currency as the original payment. A rupee payment is refunded in rupees to the originating account; a card payment is reversed to the same card.
2. We cannot redirect a refund to a different account, card or person. This is a requirement of the payment rails, not a preference of ours, and it is also what protects you against refund-redirection fraud.
3. Where a refund crosses currencies, it is converted at the rate prevailing on the date the refund is made, not the rate at which it was paid. The difference is neither charged to nor payable by either party.
4. Where a payment is received in excess of the amount due, the excess is held to your credit and applied to your next booking, or refunded on written request under this policy.

4. How to request a refund or cancellation

1. Email [email protected] quoting the booking reference and the proforma reference shown on your invoice, and tell us what you want cancelled or amended.
2. A cancellation takes effect from the time we receive your written request, because that is the time from which we can stop cost accruing with the supplier. A telephone call alone does not cancel a booking — please follow it up in writing.
3. We examine the request against our record of the payment and the supplier's terms, and reply with what is refundable, what has already been committed, and the net amount due back to you.
4. Once you confirm the net amount, we approve the refund and the seven business day processing clock in section 2 begins.
5. Registered agents can also raise a cancellation from within the DMC Quote agent portal against the booking itself, which reaches the same team with the booking record already attached.

5. Cancellations by us, and events outside anyone's control

1. Where a supplier cancels a confirmed service, or where we cannot deliver a service we have confirmed, we will offer a comparable alternative or a full refund of the amount paid for that service, at your election.
2. Where a service cannot be delivered because of an event beyond reasonable control — natural disaster, civil unrest, border or airspace closure, epidemic measures, or the act of a government or regulator — we will recover from suppliers whatever can be recovered and pass it back to you in full. Amounts the supplier will not release to us are not refundable, because we have not received them either.
3. We do not charge our own cancellation fee in either of these cases.

6. Disputed payments and chargebacks

1. Please raise any query about an amount charged with us first, quoting the proforma reference, so that it can be examined against our record. We can almost always resolve it faster than a bank dispute can.
2. Initiating a chargeback in place of that — where the underlying services have been supplied or are held confirmed against committed supplier funds — is a breach of our Terms & Conditions. We will defend such a claim with the acceptance record, the verified compliance file and the supplier confirmations, and may recover the scheme's fees.
3. For every payment we retain the version of the terms accepted, the rate quoted and committed, the amount requested and the amount settled. You may ask us for that record at any time.

7. Who this policy applies to

We sell to travel agencies, as principal, at net rates. Our refund obligation runs to the agency that made and paid for the booking — not to that agency's own customer, who we never invoice and who is not a party to our contract. An agency's own customers should raise cancellations and refunds with the agency they booked through, under that agency's own terms.

The clauses this page expands on are clause 9 and clause 10 of our Terms & Conditions. A practical walk-through with worked examples is in our Cancellation Policy FAQ; where the FAQ and this policy differ, this policy governs.

Contact us about this policy

Write to us before raising a query with your bank or card issuer. We can almost always resolve it faster from our own record of the transaction, and our Terms & Conditions ask you to come to us first.

Company

TDMC Global Travel Rep LLP

Registered office

CS, 3rd Floor, Office No. 47, Ansal Plaza,
Sector-1, Vaishali, Ghaziabad,
Uttar Pradesh 201014, India

GSTIN

09AAXFT4187G1ZC

Payments & refunds

[email protected]

Sales & bookings

[email protected]

Telephone

+91 78380 07208 (India)  ·  +65 8034 8190 (Singapore)

Hours

Monday to Saturday, 09:00–18:00 India Standard Time (GMT+5:30)