TravelnFlex Refund & Cancellation Policy

This Refund & Cancellation Policy ("Policy") applies to bookings made through the TravelnFlex marketplace, operated by SIFAKA LABS LLP. TravelnFlex connects customers with independent travel agencies that publish and operate the listed packages and itineraries.

Customer support: support@travelnflex.com
Refund target: Approved refunds are targeted for completion within 7 business days, subject to the conditions below.

Gateway-fee rule: TravelnFlex will not deduct Razorpay or other payment-processing fees from an eligible customer refund at launch. SIFAKA LABS LLP will absorb the gateway fee.

This Policy should be read with the Customer Terms & Conditions, Payment & Booking Confirmation Policy, package page, booking summary, and the cancellation policy snapshot captured with the booking. A package-specific policy shown at booking governs that booking.

1. Platform and agency responsibility

The agency is responsible for the accuracy and delivery of its package, itinerary, accommodation, transport, activities, guides, and supplier arrangements. SIFAKA LABS LLP operates the marketplace, collects online payments through its approved Razorpay account, facilitates booking and support, and may process or coordinate refunds.

TravelnFlex uses the policy displayed for the package and frozen in the booking record. TravelnFlex may review a case involving an agency-caused cancellation, service failure, direct agency payment, payment mismatch, dispute, or other operational issue.

2. Cancellation slabs

Each package uses one of these templates unless a package-specific policy is displayed and captured instead. Percentages apply to the net amount paid.

Flexible

| Cancellation time before trip start | Refund | | --- | ---: | | 30 or more days | 100% | | 15-29 days | 90% | | 7-14 days | 75% | | 3-6 days | 50% | | 0-2 days | 0% | | After trip start / no-show | 0% |

Standard

| Cancellation time before trip start | Refund | | --- | ---: | | 30 or more days | 100% | | 15-29 days | 75% | | 7-14 days | 50% | | 3-6 days | 25% | | 0-2 days | 0% | | After trip start / no-show | 0% |

Strict

| Cancellation time before trip start | Refund | | --- | ---: | | 30 or more days | 75% | | 15-29 days | 50% | | 7-14 days | 25% | | 3-6 days | 0% | | 0-2 days | 0% | | After trip start / no-show | 0% |

Non-refundable

No customer cancellation refund is available under this template, except where required by applicable law or where TravelnFlex or the agency approves a separate remedy for an agency-caused cancellation or service failure.

The days are calculated against the effective trip or departure start date recorded for the booking. The captured policy snapshot is not changed retroactively.

3. Refund calculation

Net amount paid = confirmed amount paid - completed refunds
Refund amount = net amount paid x applicable refund percentage
Cancellation fee = net amount paid - refund amount

The refund cannot exceed the net amount paid. If the customer has paid only an advance, the percentage applies to the amount paid, not to an unpaid balance.

The booking record separates online TravelnFlex payments, direct agency payments, completed refunds, refund amounts under review, and the remaining balance.

4. Online and direct agency payments

The minimum online advance is 25% of the booking amount. The agency may require a higher advance or full payment.

The remaining balance is normally collected by the agency directly at or after the customer reaches the pickup point. The agency must record the booking reference, amount, date, method, and evidence or reference number. Because this collection occurs after service commencement, it is not normally part of a pre-trip customer cancellation refund.

Bookings with any recorded direct agency payment require TravelnFlex review before an automatic refund starts. TravelnFlex will not refund an amount it did not collect through SIFAKA LABS LLP, and the same amount must never be refunded twice.

Customers must not pay the same balance to both TravelnFlex and the agency. Contact support immediately if a duplicate payment occurs.

5. Customer cancellation process

1. Open the booking cancellation flow or contact support at support@travelnflex.com.
2. Select the reason and review the displayed policy, refund percentage, amount, and cancellation fee.
3. Submit the request and keep the cancellation reference.

Eligible customer reasons include change of plan, booking by mistake, unsuitable date, personal reason, and another accepted customer reason. Automatic approval may be available when the booking has a valid policy snapshot and no direct agency payment.

TravelnFlex review is required for direct or mixed payments, missing policy snapshots, trips that have started, service or activity problems, reasons requiring evidence, and payment, refund, capacity, dispute, or booking-status exceptions.

Do not use ordinary cancellation to report a service or safety problem after the trip has started. Use support or the activity-issue channel.

6. Agency-caused cancellation or material failure

If an agency cancels a confirmed package, cannot provide a material promised component, materially misrepresents the booking, or fails to deliver after receiving a pickup payment, contact support immediately. TravelnFlex will record the facts and review the booking, payment, and agency records.

Subject to the facts and applicable law, the resolution may include rescheduling, a replacement arrangement, a full or partial refund of the online amount, recovery or coordination of an agency-collected amount, or another documented remedy. An agency-caused cancellation is not treated as an ordinary customer cancellation under the slabs above.

TravelnFlex may hold agency settlement, recover refund amounts, restrict the agency, or suspend packages where the agency caused customer loss or repeatedly failed to deliver accurate packages.

7. No-show, late arrival, partial use, and trip issues

Unless a package-specific policy says otherwise, a no-show receives 0% refund, late arrival or missed transport may be treated as customer non-performance, and partially used services are not automatically refundable. A booking normally cannot be cancelled through the ordinary cancellation flow after the trip has started.

For a service or activity problem, contact support as soon as reasonably possible with the booking reference, facts, dates, times, photographs, messages, receipts, or other evidence. TravelnFlex may calculate an activity-only remedy separately from a full-booking cancellation.

8. Non-refundable components and gateway deductions

The package page must identify non-refundable components, pass-through supplier charges, taxes, fees, and exclusions before payment.

A refund may be reduced only on the basis of the applicable cancellation policy, a completed refund, a clearly disclosed non-refundable component, or a direct agency payment that was collected after pickup and is being handled separately. Payment-gateway fees will not be deducted from an eligible online customer refund at launch; SIFAKA LABS LLP absorbs those fees.

TravelnFlex must not silently deduct a gateway fee or create a new cancellation charge after booking. Any gateway-deduction treatment must be approved, displayed before payment, and used consistently in the booking summary, policy, calculation, and receipt.

9. Refund processing and timeline

After approval, TravelnFlex records the refund amount and the payment source. Online payments are normally returned through the original Razorpay route where supported. Direct agency payments are not refunded by SIFAKA LABS LLP as part of the ordinary online refund flow; any exceptional agency-collected amount requires TravelnFlex review, an agency fact record, and a separately recorded resolution.

Approved refunds are targeted for completion within 7 business days from approval, provided the required payment and bank information is complete. Provider, bank, agency, dispute, compliance, or missing-information delays may extend the timeline. Support must explain the reason and next update date when the target cannot be met.

Customer-facing status must distinguish approved, initiated, processing, completed, failed, and under review. A submitted refund request is not a completed refund.

10. Late, excess, or unconfirmable payments

If payment is captured after a booking hold expires, after inventory is unavailable, against a cancelled booking, or for more than the remaining balance, the booking is not automatically confirmed. TravelnFlex will place the payment into refund or reconciliation review and notify the customer.

The customer must not submit another payment until support confirms whether the first payment was captured. Duplicate and excess payments must be linked to provider references and resolved through reconciliation.

11. Reconciliation and agency settlement

TravelnFlex retains a refund record containing the booking, customer, payment provider, payment ID, refund amount, reason, status, refund reference, owner, timestamps, and evidence. Finance reconciles refunds against provider reports and direct agency payment records.

Agency settlement may be held while a refund, cancellation, dispute, chargeback, direct payment, or service issue can change the amount payable.

12. Complaints and statutory rights

For a refund or cancellation complaint, email support@travelnflex.com with the booking reference, cancellation or refund reference, payment reference, disputed amount, and supporting evidence.

Grievance officer: Shwetanshu Bhatt, Chief Executive Officer
Grievance email: support@travelnflex.com
Grievance address: Badri Kedar Enclave, Zero Point, Nakronda, Dehradun, Uttarakhand, India - 248001

Nothing in this Policy removes statutory consumer rights or prevents a customer from approaching a competent consumer forum or regulator. This marketplace policy is informed by the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020; final legal review is required before publication.

13. Changes and contact

We may update this Policy for changes to the Platform, agency model, payment flow, refund controls, or applicable law. The version captured with an existing booking continues to govern that booking unless a change is required by law or accepted by the customer.

SIFAKA LABS LLP
TravelnFlex marketplace
support@travelnflex.com
Badri Kedar Enclave, Zero Point, Nakronda, Dehradun, Uttarakhand, India - 248001

This document is a launch draft pending final legal and operational approval. Gateway-deduction treatment, direct-agency refund responsibility, grievance officer details, and exception-handling implementation must be approved and tested before publication.