1. Cancellation by the Customer
All cancellations must be submitted in writing (email to legal@orvitravel.com) with your booking reference number. Cancellation charges are calculated as a percentage of the total package cost based on the number of days before the departure date on which we receive written notice:
1.1 Domestic Tour Packages
| Days Before Departure | Cancellation Charge |
|---|---|
| 45 days or more | 10% of package cost (booking deposit forfeited) |
| 30–44 days | 25% of package cost |
| 15–29 days | 50% of package cost |
| 7–14 days | 75% of package cost |
| 0–6 days / No-show | 100% of package cost (no refund) |
1.2 International Tour Packages
| Days Before Departure | Cancellation Charge |
|---|---|
| 60 days or more | 15% of package cost |
| 45–59 days | 30% of package cost |
| 30–44 days | 50% of package cost |
| 15–29 days | 75% of package cost |
| 0–14 days / No-show | 100% of package cost (no refund) |
Note: Third-party supplier cancellation policies (airlines, certain hotels, cruises, visa fees) may be stricter than ORVI's policy and will be charged additionally. Non-refundable components will be clearly identified in your booking documentation.
2. Non-Refundable Components
The following are non-refundable regardless of the cancellation timeline:
- Visa application fees once submitted to the embassy
- Travel insurance premiums once the policy is issued
- Airline tickets marked as non-refundable by the carrier
- Surge-pricing bookings during peak periods (Diwali, Christmas, New Year, Kumbh Mela) — clearly flagged at time of booking
- Special event tickets (concerts, sporting events, festivals) where the event organiser's policy is non-refundable
- Advance purchase train tickets where the railway's own policy is no refund
3. Cancellation by ORVI
ORVI may cancel a booking in the following circumstances:
- Minimum numbers not met: Group departures require a minimum number of passengers. If the minimum is not met, ORVI will offer an alternative departure, a comparable package, or a full refund.
- Force Majeure: Events beyond our control (natural disasters, pandemics, war, government travel bans). In such cases, ORVI will provide a credit note valid for 12 months or a refund of amounts recoverable from third-party suppliers.
- Safety or operational grounds: If ORVI determines a destination is unsafe. A full refund or alternative will be offered.
Where ORVI cancels without a force majeure reason, you are entitled to a full refund within 14 working days.
4. Date Change and Amendments
| Change Type | Fee | Conditions |
|---|---|---|
| Date change (45+ days before departure) | ₹1,500 per person amendment fee + any supplier differential | Subject to availability |
| Date change (30–44 days before departure) | ₹3,000 per person + supplier differential | Subject to availability |
| Date change (within 30 days) | Treated as cancellation and re-booking | Full cancellation policy applies |
| Name change | ₹1,000 per change + airline/hotel fees | Before final documents issued |
| Destination/package change | Treated as cancellation and re-booking | Cancellation policy applies to original booking |
5. Refund Process
5.1 Refund Timeline
| Refund Mode | Processing Time |
|---|---|
| Credit/Debit card | 5–7 working days |
| Net banking / UPI | 3–5 working days |
| NEFT bank transfer | 7–10 working days |
| ORVI Credit Note | Issued within 48 hours; valid 12 months |
5.2 How to Claim a Refund
- Email legal@orvitravel.com with subject line: "Cancellation Request — [Booking Reference]"
- Include: Full name, booking reference, reason for cancellation, and your bank details for NEFT refund (if applicable)
- Our team will confirm receipt within 48 hours and initiate the refund within 5 working days of confirming the applicable charges
GST collected on the cancelled portion of a service will be refunded to the extent permitted under the GST Act. GST on cancellation charges (if applicable) will be reflected in the cancellation invoice issued to you.
6. COVID-19 and Pandemic Policy
For cancellations directly caused by government-mandated travel restrictions, border closures, or mandatory quarantine requirements related to a declared pandemic or epidemic:
- ORVI will issue a full credit note valid for 18 months for the amount paid minus non-recoverable third-party costs
- Cash refunds will be processed for amounts actually recovered from airlines, hotels, and other suppliers
- Documentation (government notification / advisory) must be provided to support the claim
7. Your Rights Under Consumer Protection Act 2019
You have the right to approach the Consumer Disputes Redressal Commission if you believe our cancellation or refund practices are unfair or constitute an unfair trade practice as defined under the Consumer Protection Act, 2019. ORVI is committed to fair dealing and will cooperate fully with any consumer forum proceedings.