Every booking may have its own cancellation and refund conditions.

Before completing a booking, customers are responsible for reviewing the applicable:

• Cancellation policy
• Refund conditions
• Cancellation charges
• No-show conditions
• Amendment charges
• Supplier terms
• Fare rules
• Booking restrictions

The cancellation terms displayed at the time of booking shall generally apply to that booking.

Some bookings may be non-refundable or non-cancellable.

Customers may request cancellation through the Go Luxus Platform or through the customer support channels provided by Go Luxus.

Cancellation requests will be processed subject to the applicable supplier’s cancellation rules.

Depending on the booking, the customer may receive:

• Full refund
• Partial refund
• Refund after deduction of cancellation charges
• Credit/voucher, where applicable
• No refund

The applicable amount will depend on the cancellation terms of the relevant service provider.

Flight cancellations and refunds are subject to the applicable airline’s fare rules and cancellation policies.

Depending on the airline and fare type:

• Tickets may be refundable.
• Tickets may be partially refundable.
• Cancellation charges may apply.
• Airline charges and Go Luxus service charges may be deducted.
• Certain promotional or special fares may be non-refundable.
• No-show passengers may receive a reduced refund or no refund.
• Government taxes or fees may be refundable only where permitted by the airline and applicable law.

For airline cancellations, the refund amount received by Go Luxus from the airline or relevant supplier will be processed in accordance with the applicable booking terms.

Hotel cancellation and refund policies vary by property and room rate.

A hotel booking may be:

• Fully refundable before a specified date/time.
• Partially refundable.
• Subject to a one-night or other cancellation charge.
• Non-refundable.
• Subject to no-show charges.
• The cancellation deadline displayed during booking will be applicable based on the hotel’s terms.

If a customer fails to arrive at the hotel without cancelling (“No-Show”), the booking may be treated according to the hotel’s no-show policy and may result in partial or complete forfeiture of the booking amount.

Bus ticket cancellations are subject to the cancellation rules of the relevant bus operator.

Cancellation charges may vary depending on:

• Bus operator
• Route
• Departure time
• Time remaining before departure
• Ticket type

Tickets cancelled after the permitted cancellation period may be non-refundable.

Car rental cancellations are subject to the terms of the relevant rental provider.

Cancellation charges may apply depending on:

• Vehicle type
• Rental provider
• Rental duration
• Pickup location
• Time of cancellation
• No-show status
• Booking conditions

Any security deposit, additional usage charges or other amounts may be handled separately according to the rental provider’s terms.

Holiday packages may include multiple services such as hotels, transportation, sightseeing, activities and transfers.

Cancellation charges may therefore depend on the individual components of the package.

Once bookings have been confirmed with suppliers, certain amounts may become non-refundable.

The applicable refund will be calculated after deducting non-refundable supplier charges, cancellation charges and applicable Go Luxus service charges, where permitted.

Cancellation and refund conditions for sightseeing tours, activities, airport transfers and other services will depend on the applicable service provider.

Some services may require cancellation a specified number of hours or days before the scheduled service.

Late cancellation or no-show may result in the booking amount becoming fully non-refundable.

Certain bookings may be explicitly marked as “Non-Refundable”, “Non-Cancellable”, “No Refund”, or similar.

For such bookings, Go Luxus may not be able to provide a refund except where required by applicable law or where the relevant supplier voluntarily authorizes a refund.

If a confirmed booking is cancelled by Go Luxus or the relevant service provider for reasons other than the customer’s actions, Go Luxus will make reasonable efforts to:

• Provide an alternative service, where available; or
• Process an eligible refund; or

Provide another appropriate resolution based on the circumstances and supplier terms.

The customer’s refund or alternative arrangement may be subject to the terms of the relevant supplier.

If an airline, hotel, bus operator, car rental company, tour operator or other supplier cancels a booking, Go Luxus will assist the customer in accordance with the supplier’s applicable policies.

Where the supplier provides a refund to Go Luxus, the eligible amount will be processed to the customer after applicable deductions, if any.

Once a refund is approved, Go Luxus will initiate the refund process within a reasonable period.

The time taken for the refund to reach the customer’s account may depend on:

• Payment gateway
• Bank
• Card issuer
• UPI provider
• Airline/hotel/supplier
• International payment networks
• Other financial institutions

Go Luxus does not control the processing time of external banks, payment gateways or suppliers.

Where reasonably possible, eligible refunds will generally be processed to the original payment method used for the booking.

Go Luxus may require additional verification before processing certain refunds.

Refunds cannot normally be transferred to another person’s account unless permitted by applicable law and Go Luxus procedures.

Go Luxus may charge service fees, convenience fees, booking fees or other applicable charges.

Such fees may be:

• Refundable; or
• Non-refundable,

Depending on the booking terms displayed at the time of purchase and applicable law.

Supplier cancellation charges may be separate from Go Luxus service charges.

If a customer fails to use a booked service without cancelling within the permitted cancellation period, the booking may be treated as a No-Show.

No-show charges may result in:

• Partial refund; or
• No refund,

Depending on the applicable supplier’s policy.

A customer who arrives late or fails to use a booked service may not automatically qualify for a refund.

Examples include:

• Missing a flight
• Missing a bus
• Failing to check in to a hotel
• Missing a sightseeing tour
• Missing an airport transfer
• Failing to collect a rental vehicle

Any refund will be subject to the applicable supplier’s terms.

Where a booking is affected by circumstances beyond the reasonable control of Go Luxus or the relevant service provider, including natural disasters, severe weather, war, civil unrest, government restrictions, pandemics, airport closures, strikes or other extraordinary events, refunds and alternatives will be handled according to the applicable supplier’s rules and applicable law.

Go Luxus does not guarantee a refund where the supplier does not provide one.

If a customer accidentally makes duplicate bookings, the customer should contact Go Luxus immediately.

Refunds for duplicate bookings will be subject to the applicable cancellation terms of the relevant supplier.

Go Luxus is not responsible for losses resulting from duplicate bookings caused by customer actions or failure to verify booking confirmation.

Customers are responsible for providing accurate information during booking.

Examples include:

• Incorrect passenger name
• Incorrect travel date
• Incorrect passport information
• Incorrect contact details
• Incorrect hotel dates
• Incorrect passenger details

Corrections, amendments or cancellations resulting from incorrect information may be subject to applicable supplier charges.

Refunds for partially used tickets, hotel stays, packages or other services will depend on the applicable supplier’s terms.

Unused portions of a booking are not automatically refundable.

Refundability of taxes, government charges, airport charges and other statutory amounts depends on the relevant supplier, authority and applicable law.

Any refundable amount received by Go Luxus may be passed to the customer after applicable deductions.

Bookings made using promotional discounts, coupons, vouchers, cashback or special offers may be subject to additional cancellation and refund restrictions.

The specific terms of the promotional offer will apply.

Where permitted, Go Luxus may provide an eligible refund as:

• Go Luxus wallet credit;
• Travel credit;
• Voucher; or

Other permitted form of credit.

The validity, usage and refundability of such credits will be subject to the terms communicated at the time of issuance.

If you believe that an eligible refund has not been processed correctly, please contact Go Luxus customer support with:

• Booking reference number
• Registered mobile number
• Registered email address
• Payment transaction details
• Cancellation details
• Supporting documents, where applicable

Go Luxus will review the matter and coordinate with the relevant supplier or payment provider where necessary.

Customers are requested to contact Go Luxus before initiating a payment chargeback where a booking-related dispute exists.

If a chargeback is initiated, Go Luxus may provide relevant booking, payment and transaction information to the payment processor, bank or relevant financial institution for investigation.

This does not limit any rights available to the customer under applicable law.

Where Go Luxus reasonably suspects fraud, misuse, unauthorized transactions or violation of its terms, it may suspend or cancel a booking and investigate the transaction.

Refunds, if applicable, will be handled in accordance with applicable law and the relevant payment provider’s procedures.

Customers should submit cancellation requests through the cancellation facility available on the Go Luxus Platform or contact Go Luxus customer support.

Customers should provide the relevant booking reference and required verification information.

A cancellation request is not considered completed until confirmation is provided by Go Luxus or the relevant service provider.

The cancellation deadline displayed on the booking confirmation or during the booking process will generally determine whether a cancellation charge applies.

Customers are responsible for checking the applicable deadline and time zone before requesting cancellation.

Go Luxus may update this Cancellation and Refund Policy from time to time to reflect changes in our services, supplier terms, technology or applicable laws.

The updated version will be published on the Go Luxus Platform with the revised “Last Updated” date.

The policy applicable to a booking will generally be the policy and booking terms communicated at the time of that booking, subject to applicable law.