Our commitment to transparent and fair cancellation and refund procedures
ACUMEN TRAVELS (INDIA) PRIVATE LIMITED ("Company", "we", "us", "our") provides online travel booking and related services including flights, hotels, buses, holiday packages, and third-party travel services.
All bookings made through the Company's platform are subject to this Cancellation and Refund Policy along with the specific terms and conditions of the respective airline, hotel, transport operator, or service provider.
By completing a booking, the customer agrees to be bound by both Company policies and supplier-specific rules.
Customers are responsible for verifying all booking details immediately after confirmation, including passenger name, travel dates, route, identification details, and service selection.
The Company shall not be liable for losses arising due to incorrect information provided by the customer during booking.
Any correction request must be submitted within 6 to 8 days from booking confirmation and will be subject to supplier approval and applicable modification charges.
Cancellation requests must be initiated through the Company's official support channels or customer dashboard within 6 to 8 days of booking confirmation, unless restricted by supplier fare rules.
Cancellation acceptance is subject to:
• Airline or supplier cancellation eligibility
• Booking type and fare category
• Time remaining before departure or service date
• Operational feasibility
The Company reserves the right to reject cancellation requests that do not meet supplier criteria.
All travel services offered on the platform are governed by third-party supplier policies.
In the event of any conflict between the Company's Cancellation and Refund Policy and supplier terms, the supplier's policy shall prevail.
The Company acts as an intermediary booking facilitator and shall not be responsible for changes, restrictions, or refund deductions imposed by service providers.
Convenience fees, booking fees, platform charges, payment gateway charges, and administrative fees collected at the time of booking are non-refundable under all circumstances, unless explicitly stated otherwise.
These charges are collected to cover transaction processing, system usage, customer support, and operational costs.
If a customer fails to report for a scheduled flight, hotel check-in, bus boarding, or tour departure without prior cancellation ("No-Show"), the booking shall be treated as non-refundable.
No refunds shall be provided for unused, partially used, or missed services in No-Show cases, unless permitted by the service provider.
Partial refunds may be applicable in certain scenarios including:
• Partial usage of booked services
• Supplier-imposed cancellation penalties
• Discounted or promotional fare restrictions
• Dynamic pricing adjustments
Refundable amounts, where applicable, will be calculated after deducting supplier charges, service fees, taxes, and transaction costs.
If a customer experiences a service failure, incorrect booking confirmation, or discrepancy between booked and delivered service, the issue must be reported within 6 to 8 days from the scheduled service date or booking confirmation date, whichever is earlier.
Resolution shall be subject to investigation, booking verification, and confirmation from the relevant supplier.
The Company shall not be liable for issues caused directly by supplier operational failures.
The Company shall not be held responsible for service disruptions or cancellations caused by circumstances beyond reasonable control, including but not limited to:
• Natural disasters
• Severe weather conditions
• Government travel restrictions
• Airline operational shutdowns
• Strikes or labor disputes
• Public health emergencies
• Political instability
Refunds, rescheduling, or credit issuance during such events shall be governed exclusively by supplier policies.
Refunds will be initiated only after the Company receives refund confirmation and settlement from the concerned supplier.
Once approved, refunds shall be processed within 6 to 8 business days.
Actual credit timelines may vary based on banking institutions, payment gateway procedures, and payment method used.
The Company shall not be responsible for delays caused by third-party payment systems or banking networks.
Refunds shall be credited using the original payment method used for booking.
The Company reserves the right to issue refunds through alternate modes such as wallet credits or vouchers where applicable and legally permitted.
Customers are encouraged to contact the Company's Customer Support team before initiating any chargeback or payment dispute with banks or payment providers.
Unauthorized chargebacks, false claims, or fraudulent disputes may result in:
• Suspension of user accounts
• Blocking of future bookings
• Legal action under applicable laws
The Company reserves the right to submit booking confirmations, IP logs, transaction records, and communication history as dispute evidence.
For airline ticket refunds, the Company follows refund frameworks issued by the Directorate General of Civil Aviation (DGCA), India, where applicable.
Final refund decisions remain subject to airline fare rules and operational policies.
For refund-related concerns, customers may contact:
Email: [email protected]
Escalation requests will be reviewed internally and resolved based on documented evidence and supplier responses.