Refund Policy
Effective Date: September 8, 2026 Last Updated: September 8, 2026
This Refund Policy explains how On Travel (“Company,” “We,” “Us,” “Our”) processes refunds following the cancellation of a tour package, hotel booking, transportation, or other travel service booked through our website www.ontravel.in. It should be read together with our Terms and Conditions, Cancellation Policy, and Privacy Policy.
By making a Booking with On Travel, you agree to the refund terms set out below.
1. Introduction
Refunds under this Policy arise only after a valid cancellation has been processed in accordance with our Cancellation Policy. This document explains what portion of your payment is eligible for refund, how long the process takes, how refunds are paid out, and which charges are never refundable.
Because On Travel books Services through third-party Suppliers (hotels, airlines, railways, transport operators, and activity providers), the amount we are able to refund to you depends significantly on what each Supplier itself refunds to us.
2. Definitions
- Refund: Any amount returned to the Customer following a valid Cancellation.
- Refund Eligibility: The portion of a payment that remains after deduction of applicable cancellation charges, Supplier charges, and non-refundable fees.
- Recoverable Amount: The amount that On Travel is able to recover from a Supplier following a Cancellation.
- Original Mode of Payment: The payment method (UPI, card, bank transfer, net banking, or gateway) used by the Customer at the time of Booking.
- Processing Fee: A non-refundable administrative charge retained by On Travel to cover the cost of managing a Booking and its cancellation.
3. Refund Eligibility
Refunds are calculated as follows:
Total Amount Paid − Cancellation Charges (per Cancellation Policy) − Non-Refundable Items (Section 6) − Processing Fee = Refundable Amount
A refund is only payable where the Refundable Amount is greater than zero. Where cancellation charges, non-refundable items, and processing fees together equal or exceed the amount paid, no refund is due.
Important Note: Refund eligibility is directly tied to the terms in our Cancellation Policy. Please review that policy alongside this one to understand the full picture before cancelling a Booking.
4. Refund Timeline
| Stage | Typical Timeline |
|---|---|
| Acknowledgment of cancellation request | Within 2 business days |
| Confirmation of refundable amount | Within 5 business days of cancellation acknowledgment |
| Refund initiated to original payment method | Within 7–21 business days of refund confirmation |
| Funds reflected in Customer’s account | Dependent on Customer’s bank/payment provider, typically 3–10 additional business days |
Actual timelines may vary depending on:
- The specific Supplier’s own refund processing time (hotels, airlines, and railways often take longer than On Travel’s own processing)
- The payment gateway or bank’s processing time
- Whether the Booking involved international Suppliers or currency conversion
Important Note: On Travel initiates refunds promptly once Supplier funds are received, but we are not responsible for delays caused by banks, payment gateways, or Suppliers beyond our control.
5. Refund Method
All refunds are credited to the original mode of payment used at the time of Booking:
- UPI payments — refunded to the originating UPI ID/bank account
- Card payments — refunded to the same debit/credit card
- Bank Transfer / NEFT / RTGS — refunded to the same bank account
- Net Banking — refunded to the same bank account
- Online Payment Gateway — refunded through the same gateway used
Refunds to a different account, card, or payment method are not offered, except where the original payment method is no longer valid, in which case the Customer must provide bank account details in writing for a manual refund, along with any verification documents On Travel may reasonably require.
6. Non-Refundable Items
The following amounts are never refundable, regardless of the reason or timing of cancellation:
- Visa fees and government processing charges already submitted to authorities
- Travel insurance premiums, once the policy has been issued by the insurer
- Convenience fees and online payment gateway charges
- Non-refundable hotel, flight, or train bookings explicitly marked as such at the time of Booking
- Permit fees (e.g., Inner Line Permits, wildlife sanctuary permits, monument entry fees) already processed
- On Travel’s processing/service fee, as described in our Cancellation Policy
7. Refunds for Company-Initiated Cancellations
Where On Travel cancels a Booking due to Force Majeure, Supplier unavailability, or other reasons not attributable to Customer fault, we will refund the maximum amount recoverable from Suppliers, generally without deducting On Travel’s own processing fee, at the Company’s discretion, unless costs have already been irrecoverably incurred on the Customer’s behalf (e.g., non-refundable advance payments already made to a hotel or airline).
8. Refunds for Supplier-Initiated Cancellations
Where a Supplier cancels a service (e.g., a hotel closes, an airline cancels a flight), On Travel will refund the amount actually recovered from that Supplier. On Travel is not liable to refund amounts beyond what the Supplier itself returns to us, except where the cancellation resulted from On Travel’s own error or negligence.
9. Partial Refunds
Where only part of a Booking is cancelled (e.g., one traveller in a group, or one night of a multi-night hotel stay), the refund will be calculated proportionately based on:
- The cancellation charge slab applicable to that component, and
- Any Supplier-specific minimum charges for partial cancellations
10. Refunds for Payment Failures and Duplicate Payments
If a payment fails but funds are still deducted from your account, or if a duplicate payment is made in error:
- Notify On Travel immediately at info@ontravel.in with proof of the transaction (bank statement or payment confirmation).
- We will verify the transaction with our payment gateway partner.
- Verified duplicate or failed-but-deducted payments will be refunded in full, including any processing fee, within the standard refund timeline described in Section 4.
11. Chargebacks
Customers are encouraged to resolve refund concerns directly with On Travel before initiating a chargeback with their bank or card issuer. Initiating a chargeback without first attempting resolution with us may delay resolution and, where a chargeback is found to be unjustified, may result in the Company pursuing recovery of the disputed amount and associated costs, in accordance with our Terms and Conditions.
12. Refunds for Rescheduled Bookings
Rescheduling a Booking (rather than cancelling it) does not trigger a refund; instead, any price difference, rescheduling fee, or Supplier amendment charge is adjusted against the existing payment, as described in our Terms and Conditions (Section 12 – Rescheduling Policy).
13. Refunds Involving International Suppliers or Currency
For international components of a package (e.g., overseas hotels, international flights, or foreign visa fees), refund amounts may be affected by currency conversion rates at the time of refund, which may differ from the rate applicable at the time of original payment. On Travel is not responsible for losses arising from currency fluctuation between the date of payment and the date of refund.
14. How to Request a Refund
- Submit a written cancellation request to info@ontravel.in, quoting your Booking reference number, as described in our Cancellation Policy.
- Once your cancellation is processed and the refundable amount is confirmed, no separate refund request is needed — the refund is initiated automatically to your original payment method.
- If you have not received a confirmed refund within the timelines stated in Section 4, please contact us with your Booking reference and transaction details for follow-up.
15. Governing Law
This Refund Policy is governed by the laws of India, including the Consumer Protection Act, 2019, the Indian Contract Act, 1872, and applicable RBI payment and refund guidelines. Any disputes arising from this Policy are subject to the exclusive jurisdiction of the courts of Mohali, Punjab, India.
16. Changes to This Policy
On Travel reserves the right to update this Refund Policy at any time to reflect changes in Supplier terms, payment gateway processes, or applicable law. The “Last Updated” date at the top of this page reflects the most recent revision. The refund terms applicable to your Booking are those in effect at the time your Booking Confirmation was issued, unless a Supplier-specific rule states otherwise.
17. Contact Us
For all refund-related questions or follow-ups, 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
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