Refund Policy

1. Introduction

At Goa Thrill Holidays, we strive to provide the best travel experiences and customer service. We understand that plans can change, and sometimes cancellations are unavoidable. This Refund Policy outlines the terms and conditions under which refunds are processed for tour packages, activities, and services booked through Goa Thrill Holidays.

This policy applies to all bookings made through our website, phone, email, WhatsApp, or in person. By making a booking with us, you acknowledge and agree to this Refund Policy.

2. Refund Eligibility

Refunds are applicable in the following situations:

• Voluntary Cancellation: Customer-initiated cancellation within eligible timeframe
• Service Failure: We are unable to provide the booked services
• Force Majeure: Unforeseen circumstances making travel impossible
• Duplicate Payment: Accidental multiple payments for same booking
• Overcharge: Amount charged exceeds agreed booking price

2.1 Non-Refundable Situations

Refunds are NOT applicable in the following cases:

• Cancellation made less than 7 days before travel date
• No-show on the day of travel without prior notice
• Partial utilization of services (no refund for unused portions)
• Customer dissatisfaction with services that meet standard quality
• Change of mind after the cancellation deadline
• Failure to provide required documents or information
• Violation of our terms and conditions

3. Cancellation and Refund Schedule

The refund amount depends on when you cancel your booking. Cancellation charges are calculated from the date we receive your written cancellation request.

3.1 Tour Package Cancellation Charges

3.2 Activity Booking Cancellation Charges

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Submit Written Request: Send cancellation request via email to info@goathrillholidays.com
2. Include Required Information:
   • Booking reference number
   • Full name of primary traveler
   • Registered email address and phone number
   • Travel dates
   • Reason for cancellation
   • Bank account details for refund
3. Receive Confirmation: We will acknowledge your cancellation within 24 hours
4. Refund Calculation: We will calculate the refund amount as per policy
5. Refund Processing: Amount will be processed within specified timeline

4.2 Refund Timeline

Note: The timeline starts from the date of cancellation approval. Additional time may be required depending on your bank's processing time.

4.3 Refund Method

• Refunds will be processed to the original payment method used for booking
• If original payment method is unavailable, bank transfer will be used
• You must provide valid bank account details (Account number, IFSC code, Account holder name)
• Refunds are processed in Indian Rupees (INR)
• Payment gateway charges are non-refundable

5. Special Circumstances

5.1 Weather-Related Cancellations

• Minor Weather Issues: No refund; alternative dates offered
• Severe Weather (Cyclone, Heavy Storms): 100% refund or reschedule option
• Seasonal Weather (Monsoon Rain): No refund; customer aware of seasonal conditions
• Water Sports Cancellation: Alternative activities offered; no refund

5.2 Medical Emergency

In case of genuine medical emergencies:

• Valid medical certificate required from registered medical practitioner
• Must be submitted within 48 hours of cancellation
• Refund processed as per standard cancellation charges or higher discretion
• Travel insurance recommended to cover medical cancellations

5.3 Force Majeure Events

Force majeure events include natural disasters, war, pandemics, government restrictions, etc.

• If travel becomes impossible: 100% refund minus non-recoverable costs
• If travel restricted by government: Full refund or reschedule without penalty
• If services unavailable: Proportionate refund for unavailable services
• Processing time may be extended during force majeure situations

5.4 Service Provider Cancellation

If hotels, transport, or activity providers cancel:

• We will arrange alternative services of similar or better standard
• If alternatives unacceptable, full refund provided
• Refund includes any price difference paid
• No liability for consequential losses or additional expenses

6. Partial Refunds and Modifications

6.1 Partial Service Cancellation

• Cancelling individual services from package: No refund for remaining package
• Package pricing is bundled; individual services cannot be refunded
• Alternative services may be offered at additional cost

6.2 Modifications and Changes

• Date Changes: Subject to availability; may incur charges
• Hotel Upgrade: Pay difference; downgrade no refund
• Activity Changes: Subject to availability and price difference
• Group Size Changes: Per-person pricing may change; recalculation required

6.3 Group Booking Refunds

• Partial cancellations from group bookings may affect per-person pricing
• Minimum group size requirements may apply
• If group falls below minimum, pricing may be recalculated
• Remaining members may need to pay difference or cancel entire booking

7. Non-Refundable Components

The following charges are non-refundable under all circumstances:

• Processing Fees: Payment gateway charges, transaction fees
• Visa Fees: If visa processing was included
• Insurance Premiums: Travel insurance costs
• Third-Party Charges: Non-refundable hotel bookings, flights
• Service Charges: Booking and administrative fees
• Special Arrangements: Custom arrangements, exclusive experiences

8. Dispute Resolution

8.1 Refund Disputes

If you disagree with the refund amount or decision:

1. Contact our customer support team within 7 days
2. Provide detailed explanation and supporting documents
3. We will review your case within 15 business days
4. Our decision will be communicated via email
5. If still unsatisfied, escalate to senior management

8.2 Documentation Required

• Original booking confirmation
• Payment receipts and invoices
• All email/WhatsApp correspondence
• Photos or evidence supporting your claim
• Medical certificates (if applicable)

9. Important Notes

• All cancellation requests must be in writing (email preferred)
• Verbal or phone cancellations are not accepted
• Cancellation date is when we receive and acknowledge your request
• Weekend and public holidays are excluded from refund processing timeline
• Refund amounts are calculated on the total paid amount, not the original package price
• We reserve the right to modify this policy with prior notice
• This policy is subject to Indian laws and Goa jurisdiction

10. Travel Insurance Recommendation

11. Contact for Refund Queries

For any questions regarding refunds or to initiate a refund request, please contact us: