Cancellation Policy
Effective Date: September 8, 2026 Last Updated: September 8, 2026
This Cancellation Policy explains how On Travel (“Company,” “We,” “Us,” “Our”) handles the cancellation of tour packages, hotel bookings, transportation, and other travel services booked through our website www.ontravel.in. It should be read together with our Terms and Conditions, Refund Policy, and Privacy Policy.
By making a Booking with On Travel, you agree to the cancellation terms set out below.
1. Introduction
We understand that travel plans can change. This Policy sets out, as clearly as possible, what happens when a Booking is cancelled — whether the cancellation is initiated by you, by a third-party Supplier, or by On Travel — and how cancellation charges are calculated in each case.
Because On Travel arranges Services through third-party Suppliers (hotels, airlines, railways, transport operators, and activity providers), cancellation terms are ultimately shaped by each Supplier’s individual policy as well as our own service terms, both of which are described below.
2. Definitions
- Booking: A confirmed request for any Service, accepted by On Travel and evidenced by a Booking Confirmation.
- Cancellation: The act of terminating a confirmed Booking, in full or in part.
- Cancellation Charges: Amounts deducted from the total package cost when a Booking is cancelled, to cover Supplier charges, administrative costs, and processing fees.
- Supplier: Any third party — hotel, airline, railway, transport operator, or activity/adventure operator — engaged to deliver part of a Service.
- Peak Season: Festival periods, long weekends, and high-demand travel dates as designated by Suppliers or the Company.
- No-Show: Failure to check in or report for a Service on the scheduled date without prior cancellation.
3. How to Cancel a Booking
- Cancellation requests must be submitted in writing via email to info@ontravel.in, quoting your Booking reference number.
- Cancellation requests made by phone or WhatsApp must be followed up with a written email confirmation to be considered valid.
- The cancellation is deemed effective from the date and time the written request is received and acknowledged by On Travel — not the date it was sent.
- You will receive a written acknowledgment confirming the cancellation and applicable charges within 2 business days.
Important Note: Verbal cancellation requests, or requests sent only through social media comments/DMs, will not be processed until confirmed in writing via email.
4. Customer-Initiated Cancellation
When you cancel a confirmed Booking, cancellation charges apply based on how far in advance of the travel date the cancellation is received. The following slabs are indicative and will be confirmed in your specific Booking Confirmation, as they may vary by package, Supplier, and season:
| Cancellation Timing (before travel date) | Cancellation Charges |
|---|---|
| 30 days or more | 10% – 15% of total package cost |
| 15 – 29 days | 25% – 50% of total package cost |
| 7 – 14 days | 50% – 75% of total package cost |
| Less than 7 days | 90% – 100% of total package cost |
| No-show / cancellation on travel date | 100% of total package cost |
Partial cancellations (e.g., cancelling for one traveller within a group Booking, or removing one component such as a hotel night) will be charged proportionately based on the applicable slab and any Supplier-specific minimum charges.
5. Supplier-Initiated Cancellation
Occasionally, a Supplier may cancel or modify a service due to circumstances such as overbooking, operational issues, or business closure. In such cases:
- On Travel will notify you as soon as we are informed by the Supplier.
- We will make reasonable efforts to arrange a comparable alternative (equivalent hotel, transport, or activity).
- Where no suitable alternative is available, we will process a refund of the amount recoverable from the Supplier, in accordance with our Refund Policy.
- On Travel is not liable for additional compensation beyond the amount recoverable from the Supplier, except where the cancellation resulted from On Travel’s own negligence.
6. Company-Initiated Cancellation
On Travel reserves the right to cancel a Booking in the following circumstances:
- Non-payment or delayed payment beyond the agreed deadline.
- Suspected fraudulent activity or false booking information.
- Force Majeure events, as described in our Terms and Conditions (Section 20), including natural disasters, pandemics, government restrictions, or civil unrest.
- Unavailability of confirmed inventory due to circumstances beyond our control.
Where On Travel cancels a Booking for reasons other than Customer fault (e.g., Force Majeure or Supplier unavailability), we will offer the Customer either:
- An alternative package or date of comparable value, or
- A refund of amounts recoverable from Suppliers, less any non-recoverable costs already incurred on the Customer’s behalf.
7. Peak Season and Festival Bookings
Bookings made for peak season travel — including major festivals (such as Diwali, Christmas, New Year), long weekends, and school holiday periods — are often subject to stricter, non-refundable, or non-amendable terms imposed directly by hotels, airlines, and transport operators. Where such terms apply to a specific Booking, they will be clearly communicated at the time of quotation and will override the standard slabs in Section 4.
8. Hotel-Specific Cancellation Rules
Many hotels, particularly boutique properties, luxury resorts, and those offering promotional or festive rates, operate on a non-refundable or early-bird basis. Where a hotel component of your package is booked under such terms:
- This will be disclosed to you before you confirm the Booking.
- Cancellation of that hotel component — even within the general slabs above — will not be refundable.
- Any request to change dates for a non-refundable hotel booking is treated as a fresh booking, subject to availability and current pricing.
9. Flight and Train Cancellation Rules
Airline and railway cancellation and amendment rules are governed entirely by the respective airline or railway’s own fare rules, which are disclosed at the time of booking. These may include:
- Non-refundable fare categories
- Cancellation fees charged directly by the airline/railway, separate from On Travel’s own processing fee
- Date-change fees in addition to any fare difference
On Travel will pass on only the amount actually refunded by the airline or railway, after deducting our applicable processing fee.
10. Non-Refundable Services
The following components are generally non-refundable under any cancellation scenario, unless expressly stated otherwise in your Booking Confirmation:
- Visa and government processing fees already paid or submitted
- Travel insurance premiums (once the policy has been issued)
- Non-refundable hotel, flight, or train bookings explicitly marked as such
- Convenience fees and payment gateway charges
- Permit fees (e.g., Inner Line Permits, wildlife sanctuary permits) already processed
11. Processing Fees
A non-refundable service/processing fee, communicated at the time of Booking, will be deducted from every cancellation to cover administrative costs — regardless of how far in advance the cancellation is made or the reason for cancellation.
12. Group and Corporate Bookings
Group tours and corporate bookings may be governed by a separate cancellation schedule agreed in writing at the time of contracting, given the larger inventory blocks (hotel room blocks, vehicle fleets, group flight/train seats) typically involved. Where such a separate schedule exists, it will take precedence over the standard slabs in Section 4.
13. How Cancellation Charges Are Settled
- Cancellation charges are first deducted from any amount already paid by the Customer.
- If the amount paid is less than the applicable cancellation charge, the Customer will be required to pay the shortfall.
- Any balance remaining after deduction of cancellation charges, Supplier charges, and processing fees will be refunded in accordance with our Refund Policy.
14. Force Majeure Cancellations
Where a Booking must be cancelled due to Force Majeure events (natural disasters, pandemics, war, political unrest, government-imposed restrictions, etc.), On Travel will:
- Waive its own processing fee wherever possible, at its discretion.
- Pass on only the amount actually recoverable from Suppliers, since many Suppliers apply their own Force Majeure terms which may differ from standard cancellation rules.
- Offer rescheduling as a preferred alternative to cancellation, where feasible.
15. Amendments vs. Cancellations
Please note that rescheduling a Booking (changing dates, destinations, or travellers) is treated separately from cancellation and is governed by our Rescheduling Policy set out in our Terms and Conditions (Section 12). In some cases, amending a Booking may be more cost-effective than cancelling and rebooking.
16. Governing Law
This Cancellation Policy is governed by the laws of India, including the Consumer Protection Act, 2019 and the Indian Contract Act, 1872. Any disputes arising from this Policy are subject to the exclusive jurisdiction of the courts of Mohali, Punjab, India.
17. Changes to This Policy
On Travel reserves the right to update this Cancellation Policy at any time to reflect changes in Supplier terms, business practices, or applicable law. The “Last Updated” date at the top of this page reflects the most recent revision. The cancellation terms applicable to your Booking are those in effect at the time your Booking Confirmation was issued, unless a Supplier-specific rule states otherwise.
18. Contact Us
For all cancellation requests or questions about this Policy, please contact:
On Travel D 109, Phase 7, Mohali, Punjab 160055, India
- Phone: +91 92205 64155
- Email: info@ontravel.in
- WhatsApp: Chat with us
- Website: www.ontravel.in
