Refunds are processed according to the cancellation and refund conditions applicable to the specific booking.

Before requesting a refund, customers should check the booking’s:

• Cancellation policy
• Refund eligibility
• Cancellation charges
• Supplier terms
• Fare rules
• Non-refundable components
• Go Luxus service or convenience charges

A booking marked as Non-Refundable may not qualify for a refund except where required by applicable law or specifically approved by the relevant service provider.

Customers may request a refund through the Go Luxus Platform or by contacting Go Luxus customer support.

The customer may be required to provide:

• Booking reference number
• Customer name
• Registered mobile number
• Registered email address
• Cancellation details
• Payment transaction details
• Bank or payment details, where required
• Supporting documents, where applicable

After receiving a refund request, Go Luxus may verify:

• 1. The booking details.
• 2. The cancellation request.
• 3. The applicable supplier cancellation policy.
• 4. The amount actually received from the supplier, where applicable.
• 5. The payment transaction.
• 6. Any applicable cancellation, service or other charges.
• Only the eligible refundable amount will be processed.

For bookings involving airlines, hotels, bus operators, car rental companies, tour operators or other third-party suppliers, Go Luxus may need to obtain confirmation or refund authorization from the relevant supplier.

The refund process may therefore depend on the supplier’s processing time.

The final refund amount may be calculated after deducting applicable:

• Supplier cancellation charges
• Airline charges
• Hotel charges
• Service charges
• Convenience fees
• Non-refundable amounts
• Other applicable charges

The exact refund amount will depend on the terms of the particular booking.

Where possible, approved refunds will generally be credited to the original payment method used for the transaction.

For example:

• Credit/debit card payments → Refund to the relevant card/payment account.
• UPI payments → Refund through the applicable payment mechanism.
• Net banking → Refund to the applicable bank/payment account.
• Other payment methods → Refund according to the applicable payment provider’s process.

Go Luxus may request additional verification where necessary.

Go Luxus will initiate an eligible refund within a reasonable period after the refund has been approved and all necessary information or supplier confirmation has been received.

The time taken for the amount to appear in the customer’s account may depend on the bank, card issuer, UPI provider, payment gateway or other financial institution.

Go Luxus cannot guarantee the exact time required by an external payment provider to credit the refund.

Where only part of a booking is refundable, Go Luxus will process the eligible amount after applicable deductions.

Examples may include:

• Partially refundable flight tickets
• Hotel bookings with cancellation charges
• Partially used travel services
• Holiday packages containing non-refundable components
• Bookings involving multiple suppliers

If a service provider cancels a confirmed booking, Go Luxus will assist the customer in accordance with the supplier’s applicable policy.

Where Go Luxus receives a refundable amount from the supplier, the eligible amount will be processed for the customer after applicable deductions, if any.

If money has been debited from a customer’s bank account but the booking has not been successfully confirmed, Go Luxus will investigate the transaction.

Where the transaction is confirmed as unsuccessful and a refund is due, the amount will generally be processed through the relevant payment gateway or payment mechanism.

The final crediting time may depend on the customer’s bank or payment provider.

If the customer has been charged more than once for the same transaction due to a technical or payment processing issue, Go Luxus will investigate the duplicate transaction.

Where a duplicate payment is confirmed, the eligible excess amount will be refunded through the applicable payment mechanism.

Where permitted, Go Luxus may offer a refund in the form of:

• Go Luxus Wallet credit
• Travel credit
• Voucher
• Other permitted credit

The applicable validity and usage conditions will be communicated when the credit is issued.

If an approved refund has not been received within the expected processing period, customers should contact Go Luxus with:

• Booking reference
• Refund reference, if available
• Payment transaction ID
• Date of cancellation
• Amount expected to be refunded

Go Luxus may coordinate with the relevant payment gateway, bank or supplier to investigate the status.

Customers are encouraged to contact Go Luxus before initiating a chargeback for a booking-related dispute.

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

This does not restrict any rights available to customers under applicable law.

Go Luxus reserves the right to investigate refund requests where it reasonably suspects:

• Fraud
• Unauthorized transactions
• False claims
• Duplicate claims
• Manipulation of booking information
• Abuse of refund policies

Refunds may be withheld or declined where permitted by law until the investigation is completed.

Customers are responsible for providing accurate information required for processing a refund.

Go Luxus will not be responsible for delays caused by incorrect bank, payment or contact information provided by the customer.