At Merajul Travels, we strive to make your travel experience seamless. We understand that plans can change, and we are committed to providing a clear and fair refund process. This policy outlines the conditions under which refunds are issued for bookings made through our website, mobile site, and mobile applications (collectively, our "Platform").
Please read this policy carefully, as your booking(s) are subject to the terms and conditions of this policy, our Terms of Use and the specific policies of the travel service provider (e.g., airline, hotel, cab aggregator).
We are an Intermediary: Merajul Travels is an online travel aggregator. We act as a booking agent for travel service providers. This means the refund eligibility for your booking is primarily governed by the cancellation and refund policy of the specific airline, hotel, cab company, or tour operator at the time of your booking.
Refund Eligibility: Your eligibility for a refund and its amount depends on several factors, including:
The type of booking (e.g., flight, hotel, bus, cab).
The fare or rate rules chosen at the time of booking (e.g., "Non-Refundable," "Partially Refundable," "Free Cancellation").
The timing of your cancellation request.
The specific policies of the service provider.
Processing Time: Once we receive your refund request and the service provider approves and processes it, it may take 7-14 business days for the refund to be credited to your original source of payment. The exact timing depends on your bank or card issuer.
Initiate Cancellation: Cancel your booking through your "My Bookings" section on our website or app, or by contacting our customer support.
Request to Provider: Upon your request, we will immediately forward the cancellation request to the relevant service provider (airline, hotel, etc.).
Confirmation & Approval: The service provider will confirm the cancellation and, based on their policy, approve the refund amount (if any).
Refund Initiation: Once we receive the approved refund amount from the provider, we will initiate the refund to your original payment method.
Notification: You will receive an email/SMS confirmation once the refund has been processed from our end.
A. Flight Tickets
Refunds are strictly as per the airline's fare rules.
Refundable Tickets: You will receive a refund, minus the airline's cancellation fee and any Merajul Travels service charges, if applicable.
Non-Refundable Tickets: Typically, these are not eligible for a cash refund. However, some airlines may offer a credit shell or voucher for future travel, minus applicable charges.
Partially Refundable Tickets: A portion of your fare may be refunded after deducting cancellation fees.
Cancellation due to Visa Denial: Some airlines may offer a refund upon submission of a visa denial letter, subject to their specific policy and fees.
The refund amount will be:
Total Amount Paid
(minus) Service Provider's Cancellation Fee
(minus) Any Non-Refundable Charges (e.g., insurance, convenience fees, if applicable)
(minus) Any Merajul Travels Service Charges (if applicable as per your booking terms)
= Final Refund Amount
Refund Method: All refunds will be processed to the original source of payment used at the time of booking (e.g., credit/debit card, net banking, wallet). We cannot process refunds to a different account or via cash.
Promotional Discounts/Coupons: Any promotional discount or coupon code used in the original transaction will be forfeited and is not refundable.
Force Majeure Events: In cases of extraordinary circumstances beyond our control (e.g., natural disasters, government advisories, pandemics), refunds will be processed as per the travel service provider's policy. These situations may lead to extended processing times.
Failed Transactions: If your payment was deducted but you did not receive a booking confirmation, please contact us immediately. We will investigate and process a refund within 7-10 business days if the booking was not confirmed.
Merajul Travels reserves the right to amend this Refund Policy at any time without prior notice. The policy applicable to your booking is the one published on our website at the time you made your reservation.