Cancellation & Refund Policy

1. Overview

This Cancellation and Refund Policy ("Policy") outlines the terms and conditions governing the cancellation, modification, and refund of bookings made through the SafarWay platform (website and mobile application), operated by Cloudenex Solution Private Limited.

By making a booking on SafarWay, you agree to the cancellation and refund terms applicable to your specific booking as described herein and as displayed at the time of booking. Please review the cancellation terms carefully before completing your purchase.

2. General Cancellation Terms

• Cancellation policies vary by service type (flights, hotels, buses, trains, holiday packages) and are subject to the terms set by the respective service provider (airline, hotel, bus operator, railways).
• SafarWay acts as an intermediary and facilitates cancellations as per the policies of the respective service providers.
• All cancellation requests must be made through the SafarWay Platform (website or app) or by contacting our customer support team.
• Cancellation charges are deducted from the refund amount as per the applicable cancellation policy. SafarWay may levy an additional processing/convenience fee on cancellations.
• The time of cancellation is determined based on Indian Standard Time (IST) as recorded by SafarWay's systems.

3. Flight Cancellation Policy

Note: Actual cancellation charges are determined by the airline and may vary. The charges shown above are indicative. The exact refund amount will be displayed when you initiate the cancellation on the Platform.

• For non-refundable (special fare/promotional) tickets, only statutory taxes may be refundable as per DGCA guidelines.
• Date changes and name corrections are subject to airline policies and may incur additional charges.
• In case of flight cancellation by the airline, you are entitled to a full refund or rebooking as per DGCA regulations.

4. Hotel Cancellation Policy

• Hotels marked as "Non-Refundable" or "Pay at Hotel" have separate cancellation policies clearly mentioned at the time of booking.
• Partial cancellation (cancelling one or more rooms while retaining others) may be allowed subject to the hotel's policy.
• Early check-out does not entitle you to a refund for unused nights unless the hotel explicitly agrees.
• Date modifications are subject to hotel availability and may result in a price difference.

5. Bus Cancellation Policy

• Cancellation policies vary significantly between bus operators and routes.
• Government/state transport bus bookings may have separate cancellation rules as per the transport authority.
• Partial seat cancellation (cancelling some seats from a group booking) may be allowed depending on the operator.

6. Train Cancellation Policy

Train ticket cancellations are governed by the Indian Railways refund rules:

• Confirmed tickets: Cancellation charges as per Indian Railways rules (flat fee based on class of travel) when cancelled before the chart preparation.
• RAC/Waitlisted tickets: Minimum cancellation charges apply if cancelled before chart preparation. Full refund (minus clerkage) if the ticket is not confirmed after chart preparation.
• After chart preparation: Refund is available through TDR (Ticket Deposit Receipt) filing, subject to Indian Railways' approval.
• Tatkal tickets: Generally non-refundable. Refund is available only if the train is cancelled or delayed by more than 3 hours by the railways.
• SafarWay may charge an additional service fee of Rs. 30-60 per passenger for processing train cancellations.

7. Holiday Package Cancellation

• Holiday packages may include components (flights, hotels, transfers) with individual non-refundable elements.
• Customized or peak-season packages may have stricter cancellation terms.
• Visa fees, insurance premiums, and administrative charges are non-refundable.

8. Refund Processing

8.1 Refund Timelines

Note: Refund timelines are indicative and may vary depending on your bank or payment provider. SafarWay initiates the refund within 24-48 hours of cancellation approval. The actual credit to your account depends on your financial institution.

8.2 Refund Mode

• Refunds are always processed to the original payment method used at the time of booking.
• If the original payment method is no longer valid (e.g., expired card), the refund will be credited to the updated account linked to that card/bank.
• In exceptional cases, SafarWay may offer refunds as SafarWay Credits (wallet balance) which can be used for future bookings.
• Cash refunds or refunds to a different payment method are not available.

9. Non-Refundable Bookings

The following bookings are generally non-refundable:

• Bookings explicitly marked as "Non-Refundable" at the time of booking.
• Special promotional fares and discounted deals with non-refundable conditions.
• Bookings cancelled after the service has been utilized (even partially).
• Convenience fees and service charges levied by SafarWay.
• Insurance premiums, visa processing fees, and other third-party charges.
• No-show scenarios where the traveler did not utilize the service without prior cancellation.

10. Partial Cancellation

• Partial cancellation (cancelling one or more services/passengers while retaining others) is subject to the service provider's policy.
• For group bookings, partial cancellation may result in revised pricing for the remaining travelers.
• Partial cancellation of holiday packages may not be possible if the components are bundled at a special rate.
• Any price difference arising from partial cancellation will be adjusted against the refund amount.

11. How to Request a Cancellation/Refund

You can request a cancellation through any of the following methods:

Please include the following information in your cancellation request:

• Booking reference number / PNR
• Registered email address and phone number
• Name(s) of the passenger(s) for whom cancellation is requested
• Reason for cancellation

12. Cancellation by SafarWay or Service Provider

In rare cases, SafarWay or the service provider may cancel a booking due to:

• Service provider cancellation (flight cancelled by airline, hotel overbooking, etc.).
• Natural disasters, weather disruptions, or other force majeure events.
• Pricing errors or technical glitches on the Platform.
• Suspected fraudulent activity on the booking.
• Government-imposed restrictions or advisories.

In such cases, SafarWay will offer you either a full refund or an alternative booking at no additional cost, depending on availability. SafarWay will not be liable for any incidental or consequential costs (such as local transport, accommodation, or other expenses) arising from such cancellations.

13. Disputes and Escalation

If you are dissatisfied with the refund amount, processing, or any aspect of the cancellation, you may escalate the matter through the following channels:

14. Modifications to This Policy

SafarWay reserves the right to modify this Cancellation and Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on the Platform with an updated "Last Updated" date. Bookings made prior to the policy change will be governed by the policy in effect at the time of booking.

15. Contact Information

For any questions or assistance regarding cancellations and refunds, please contact us: