Cancellation / Refund / Rescheduling Policy

Effective Date: June 22, 2026 Last Updated: June 22, 2026 Time Zone: Unless otherwise stated, all times referenced in this Policy are in India Standard Time (IST, UTC+05:30).

This Cancellation / Refund / Rescheduling Policy ("Policy") applies to Direct Refuje Bookings and to any other transaction where Refuje expressly states that this Policy governs.

This Policy does not automatically apply to independent hotels, independent activity providers, third-party platforms, or enquiry-only Marketplace / Provider Activity flows where Refuje is not the merchant, payment collector, or booking-confirming party.

Where a booking, payment, or transaction is concluded directly with a hotel, independent activity provider, or third-party platform, that hotel, provider, or platform's cancellation, refund, rescheduling, and no-show rules may apply instead.

1. Scope And Interpretation

This Policy applies only where Refuje is the booking-confirming party or otherwise expressly states that this Policy governs the booking.

If you book through or with a third party, or conclude a transaction directly with a provider or hotel after a Refuje-led enquiry or introduction, that third party's cancellation and refund rules may apply instead.

2. Time Zone And Request Receipt

Unless otherwise stated in booking-specific terms, all times and cancellation windows under this Policy are calculated in India Standard Time (IST, UTC+05:30).

To request a cancellation, reschedule, or booking modification, the guest must contact Refuje through the support details provided in the booking confirmation or through Refuje's official published contact channels.

The request should include, where available, the guest's full name, booking confirmation number or reference, experience or activity name, booking date, and requested action.

A request is treated as received only when actually received by Refuje through an official channel, not when drafted, attempted, or sent to an unofficial contact.

3. Booking Categories

For the purpose of this Policy:

Single-Day Experience means an activity or experience that begins and ends on the same calendar day.

Multi-Day / Overnight / Expedition Experience means an activity or experience that spans two or more calendar days or includes overnight stay, camping, expedition, permit-heavy planning, transport-heavy planning, or extended logistical commitment.

Non-Recoverable Costs means costs already incurred or committed for a booking that cannot reasonably be recovered, including permits, reserved transport, accommodation blocks, specialist staffing, venue commitments, third-party vendor commitments, or reserved equipment.

4. General Refund Principle

Refund percentages apply to recoverable amounts actually paid to Refuje, after deducting any disclosed non-recoverable costs that have already been incurred or committed for the booking.

Where a booking is clearly identified as non-refundable, partially refundable, event-specific, custom-priced, permit-heavy, transport-heavy, or governed by a custom cancellation rule at the time of booking or confirmation, that specific rule will govern over the default rules in this Policy.

5. Single-Day Experience Cancellations

Unless a more specific booking rule was disclosed at the time of booking or confirmation, the following default position applies to Direct Refuje Bookings for Single-Day Experiences:

• More than 7 days before start time: refund of 100% of recoverable amounts actually paid to Refuje, or 100% booking credit.
• 1 to 7 days before start time: refund of 75% of recoverable amounts actually paid to Refuje, or 100% booking credit.
• 12 to 24 hours before start time: refund of 50% of recoverable amounts actually paid to Refuje, or 75% booking credit.
• Less than 12 hours before start time: no refund, though Refuje may offer partial credit as a goodwill exception at its discretion.
• No-show: no refund and no guaranteed credit.

These are the default rules unless the booking confirmation or specific experience terms clearly state otherwise.

6. Multi-Day / Overnight / Expedition Experience Cancellations

Unless a more specific booking rule was disclosed at the time of booking or confirmation, the following default position applies to Direct Refuje Bookings for Multi-Day / Overnight / Expedition Experiences:

• More than 7 days before start time: refund of 100% of recoverable amounts actually paid to Refuje, or 100% booking credit.
• 1 to 7 days before start time: refund of 50% of recoverable amounts actually paid to Refuje, or 75% booking credit.
• Less than 24 hours before start time: no refund, though partial credit may be offered as a goodwill exception at Refuje's discretion.
• No-show: no refund and no guaranteed credit.

Expedition, permit-heavy, transport-heavy, highly customized, or third-party-vendor-dependent bookings may carry stricter cancellation rules only if those rules are clearly disclosed at the time of booking or confirmation.

7. Rescheduling

Rescheduling is always subject to availability, operational feasibility, weather and safety considerations, revised supplier or permit availability, and price differences if any.

Depending on the booking type, notice period, and commitments already made, Refuje may permit rescheduling:

• without an additional fee;
• with a reasonable rescheduling fee;
• with payment of any price difference; or
• not at all, where rescheduling is not operationally feasible.

If the rescheduled booking is priced higher, the guest may be required to pay the difference. If the new option is priced lower, Refuje may offer partial refund, partial credit, or no downward adjustment depending on the circumstances and the original booking terms.

8. Credits

Where a booking is eligible for credit instead of or in addition to a refund, Refuje may issue a credit note or booking credit with a validity period communicated at the time of issuance.

Credits may be non-transferable unless Refuje expressly allows otherwise, may be usable only against eligible Refuje bookings, and may lapse if not used within the communicated validity period.

9. No-Shows And Late Arrivals

If a guest fails to arrive at the designated meeting point, joining point, pickup point, or start time without prior cancellation or confirmation from Refuje, the guest may be treated as a no-show.

No-shows generally do not qualify for refunds or guaranteed credits.

Late arrivals may be treated as no-shows at Refuje's discretion if the activity has already started, operational arrangements cannot reasonably be adjusted, or the delay would create safety, timing, transport, group, permit, staffing, or logistical problems.

10. Changes Or Cancellation By Refuje

Refuje may need to change, reschedule, modify, substitute, or cancel a booking for reasons including safety concerns, weather, insufficient participation, operational constraints, regulatory restrictions, provider or vendor unavailability, force majeure, or circumstances where proceeding would be unsafe, unlawful, or impractical.

If Refuje cancels a Direct Refuje Booking before commencement due to insufficient participation or an operational reason within Refuje's control, Refuje will offer a refund, reschedule, credit, or suitable substitute, unless booking-specific terms disclosed a different remedy.

Where a change or cancellation is caused by weather, safety, force majeure, provider or vendor unavailability, regulatory restriction, road closure, transport disruption, or another circumstance outside Refuje's reasonable control, Refuje may determine the appropriate remedy based on the circumstances, including recoverable amounts, non-recoverable costs, safety, legal feasibility, and whether part of the service has already been delivered.

11. Independent Providers, Hotels, And Marketplace Enquiries

This Policy does not automatically govern cancellations, refunds, no-shows, or rescheduling for:

• activities booked directly with an independent activity provider after a Refuje enquiry;
• services concluded directly with a hotel;
• third-party platform bookings;
• Marketplace / Provider Activity flows where Refuje only routed the enquiry and did not act as merchant, payment collector, or booking-confirming party.

In such situations, the cancellation, refund, participation, and no-show terms may be governed by the relevant provider, hotel, or third-party platform.

Refuje may still record the dispute or complaint, review provider conduct, review listing quality, restrict marketplace participation, or assist with coordination where appropriate. However, to the maximum extent permitted by law, Refuje is not responsible for refund failures, cancellation decisions, no-show treatment, or payment disputes controlled by an independent provider, hotel, or third-party platform, except to the extent caused directly by Refuje's own breach of applicable law or these terms.

12. Payment Reversals, Chargebacks, And Abuse

Refuje may review and contest chargebacks or payment disputes where it reasonably believes that the booking was validly confirmed, the cancellation policy was correctly applied, or the dispute is abusive, duplicate, fraudulent, or inconsistent with the booking record.

Refuje may restrict future bookings or services for users who repeatedly misuse payment, refund, cancellation, or dispute processes.

This does not prevent Refuje from handling legally required, safety-related, refund-related, or active booking communications.

13. Force Majeure And Major Disruption

Force majeure, severe weather, landslides, road closures, transport shutdowns, political disruption, public authority restrictions, natural events, safety-related decisions, or other events beyond reasonable control do not automatically create a right to a full cash refund.

Where such events materially affect a booking, Refuje will assess the appropriate remedy based on safety, legal feasibility, the portion of the service already delivered, recoverable vendor amounts, disclosed non-recoverable costs, availability of rescheduling or credit, and fairness in the circumstances.

14. Refund Processing

Approved refunds will generally be processed to the original payment method where feasible.

Refund processing timelines may depend on payment processor timelines, banking systems, card networks, wallet or UPI processing rules, third-party recovery from vendors, and other infrastructure outside Refuje's control.

Refuje is not responsible for delays caused solely by banks, payment gateways, card schemes, wallet providers, UPI systems, or other third-party payment infrastructure.

15. Contact

For cancellation, rescheduling, refund, or booking-modification requests:

Refuje Experiences Private Limited Email: myrefuje@gmail.com Grievance Officer: Rajesh Thakur Phone: +91-7807740707

16. Updates To This Policy

Refuje may update this Policy from time to time to reflect changes in law, product structure, supplier arrangements, booking models, refund processes, or operational risk.

Material updates may be posted on the website or communicated through appropriate channels. The latest current version published by Refuje will govern from its effective date.