Refund, Cancellation & Re-scheduling Policy
In case of no-show or unutilized bookings, User shall be required to make requests for any valid and applicable refunds, as per Vendors’ policies or within 15 days from the travel date (whichever is earlier). No refund would be payable for any requests made after the expiry of 30 days of travel date / check-in as aforementioned and all unclaimed amounts for such no-show or unutilized bookings shall accordingly be deemed to have been forfeited.
The refund shall be processed within 15-20 working days from the date of the cancellation request, after receiving back to back refund from the concerned Vendor. Payment will be refunded back into the same original payment instrument like the same credit card or bank account from which it was paid for the traveller. In case of Travel Agent (B2B Booking), refund or recharge or upload of any type is always credited in their agents DECODE HOLIDAYS account balance. In case of agents account closure, the agent is supposed to consume its balance or clear their dues (if any). No money transfer will be done to travel agents bank account, in any circumstances.
In case User avails to book any of the Services offered by the Vendor and is, thereafter, not contactable on the contact details provided, then the tour/travel reservation selected by User will stand cancelled and DECODE HOLIDAYS or the Vendor would not be liable for any charges/expenses incurred by User, either directly or indirectly in this regard
Any Refund Claims arising due to cancellation / delay of flight by the Vendor shall be subject to DECODE HOLIDAYS receiving the refund from the Vendor. In the Event Vendor does not refund the amount to the DECODE HOLIDAYS, DECODE HOLIDAYS shall not be held liable for the same
Cancellation/Re-scheudle of Flight Ticket upto 24 hours will be dealt by DECODE HOLIDAYS. Less than 24 hours, the USER should cancel it directly with the airlines and inform DECODE HOLIDAYS for the refund processing
DECODE HOLIDAYS shall charge a cancellation fees - varying from time to time and transaction to transaction and type of service. This fees will be over and above the Airlines Cancellation Fees. Similarly for other service like Bus Tickets etc, DECODE HOLIDAYS will add it's own cancellation fees over the Vendor's cancellation Fees
Cancellation Policy is defined and governed by the Vendor and DECODE HOLIDAYS will not be able to do any changes around it. Refund will only be processed once the USER informs DECODE HOLIDAYS
Partial Cancellation may or may not be allowed - This will depend on the Vendor's Cancellation Policy
Re-scheduling of Services (For e.g. Date Change in Flights) will incur Fare Difference, Airlines Re-schedule/Penalty Charges and DECODE HOLIDAYS Re-schedule Charges
Domestic and International Booking/Cancellation/Re-schedule will have different amount of fees for different Services
Name Change, Title Change, Age Change, Sector Change etc is generally not allowed by Vendors - Any such changes or more (not covered here) will not be entertained by DECODE HOLIDAYS. The User need to work directly with the Vendor and DECODE HOLIDAYS will not be responsible / liable in any form
Once a confirmed ticket/service is booked/generated, Convenience Fees is not refundable under any circumstances. If you are booking a special discounted return fare then both sectors have to be cancelled together
The USER will be solely responsible for the Visa, Passport or any other requirement for the travel. DECODE HOLIDAYS will not be responsible for any inadequacy of any form
Check the Baggage Allowance – Cabin and Check-in – No Free Baggage Allowance for Infants. Meals, Seats, Special Requests are not guaranteed. USER needs to check this with Vendor directly
Booking Confirmation
User should not take any action based on information on the Marketplace until User has received a confirmation of User’s transaction. In case of confirmations to be received by email, if User does not receive any confirmation of User’s purchase/transaction within the stipulated time period, User may first look into "spam" or "junk" folder to verify that it has not been misdirected, and if still not found, please contact DECODE HOLIDAYS's call centre or login into the User Account section of DECODE HOLIDAYS.
In case a booking confirmation e-mail or sms gets delayed or fails because of technical reasons or as a result of incorrect e-mail ID / phone number provided by the user etc, a ticket will be considered 'booked' as long as the ticket shows up on the confirmation page or in the User Account section of DECODE HOLIDAYS.
The total price payable will be displayed to the User before making payment to the Vendor. Users are hereby informed that in case of a booking request being rejected by a Vendor (i.e. not confirmed by the applicable Vendor), any amounts collected by DECODE HOLIDAYS for such booking will be refunded to the User’s Account used for making the payments.
Offer Fares / Series Fares / Group Fare or any other similar fares are non-refundable, non-changeable under any circumstances. In these types of bookings, more than one (non related) passenger is added in the same pre-purchased PNR. Names in this type of fares are updated between 8pm and 11pm, one night before the travel date. Hence, web checkin needs to be done by the passenger or the travel agency once the names are updated. Do note Airlines counter are not very friendly at some airports and machines may / may not operate. Also airlines may levy service charges for issuing boarding pass from the airport counter. Since these are collective passengers tickets, normal web checkin, meal selection, extra baggage purchase, wheel chair addition, GST or any other special services cannot be added in these tickets. Lastly in these types of fares, our fare rules supersedes airlines and hence no refund requests are entertained unless flight is cancelled or flight date/timing is changed by more than 6 hours in domestic flights and over 24 hours in international flights.
Name changes (minor or major) in any form cannot be done in these fares. In this type of fares (Offer Fares / Series Fares / Group Fare or any other similar fares), you are not supposed to contact airlines directly or any other body for any reason. DECODE HOLIDAYS should be your only point of contact for any purpose and the decision of DECODE HOLIDAYS will be final. Incase you contact airlines or any other body, your account might be disabled and your balance will be forfeited.
In case of schedule change and airlines provides multiple options, agent/customer has the choice to choose among the given options only within the given time. However, once names are updated in the revised itinerary, thereafter no changes will be accepted of any type. Also note if the agent/customer does not respond in the given time then Airlines / DECODE HOLIDAYS can choose any option.
