Refund & Cancellation Policy

1. Scope

This policy applies to all bookings arranged by Urban Wings Travel (Udyam Registration Number UDYAM-RJ-17-0665346, registered office 5, Wings Tower, Rasha Govind Marg, Jaipur, Rajasthan 302003, India). It forms part of our Terms of Service.

2. The principle behind this policy

Almost every amount you pay us is passed on to somebody else — an airline, a hotel, a consulate, a transport operator. What is refundable therefore depends mostly on their rules, not ours. Those rules are set out in your quotation before you pay, and we will explain them to you rather than leaving you to find them.

Our own service fee compensates work already performed. It is not refundable once that work is done. We say so plainly here so it is not a surprise later.

3. What is refundable

4. Flight cancellations

4.1 Cancellation by you

What you recover depends on the fare class you booked. Broadly:

• Fully flexible fares — largely refundable, subject to a modest airline fee.
• Semi-flexible fares — partially refundable after an airline cancellation charge.
• Promotional and deep-discount fares — frequently non-refundable except for statutory taxes and user development fees.

In addition to the airline's charge, we retain our service fee and apply a cancellation processing fee of ₹500 per ticket for the work of filing and tracking the refund.

We tell you which category your fare falls into before you pay. If flexibility matters for your trip, tell us and we will price the flexible option so you can decide whether it is worth the difference.

4.2 Cancellation by the airline

Where the airline cancels or materially reschedules, you are generally entitled to a full refund or a free rebooking under the airline's obligations and the applicable regulations — including DGCA Civil Aviation Requirements for flights operating to and from India. We pursue this for you at no additional charge, and we do not retain our service fee where the cancellation is the airline's.

5. Holiday package cancellations

Unless your quotation states otherwise — some peak-season and special-rate bookings carry stricter terms, which we always disclose before you commit — the following applies to the package value:

International airfare, once ticketed, is governed separately by the fare rules in section 4 and is not included in the ladder above.

6. Cab and transfer cancellations

• More than 12 hours before pickup — full refund.
• 4 to 12 hours before pickup — 50% charge.
• Fewer than 4 hours, or no-show — 100% charge.
• Flight-tracked airport transfers — no charge for delays or diversions, however long. We track your flight and reposition the driver. This is the entire point of the service.

7. Visa applications

• Our service fee is not refundable once documentation work has begun, whatever the outcome.
• Consular fees, visa centre fees and biometric charges are paid to governments and their contractors and are never refundable by anyone.
• Where you cancel before we begin work, we refund our fee in full less any consular fees already paid on your behalf.
• A refusal is not grounds for a refund of our fee — the work was performed. We do not, however, charge our full fee again to re-apply on the same case.

8. Cancellation by us

If we cancel a booking for a reason attributable to us — an error on our part, or our inability to deliver what we agreed — we refund you in full, including our service fee, and we cover any reasonable direct cost you incur as a result of our error.

Where a supplier cancels or is unable to perform, we refund whatever we recover from them and pursue the balance on your behalf. Where cancellation results from force majeure — natural disaster, war, civil unrest, epidemic, government restriction, airspace closure — we refund whatever the suppliers release to us, less unrecoverable costs already paid out. We do not profit from force majeure, and we will show you the supplier's position if you ask.

9. How to request a refund

1. Email [email protected] or contact your advisor directly, quoting your booking reference.
2. We acknowledge within 24 business hours and confirm what is recoverable and what is not, with the supplier rules cited.
3. We file the claim with the relevant supplier the same or next business day.
4. We keep you updated at each stage rather than leaving you to chase.

Requests made by telephone should be confirmed in writing so that the cancellation timestamp is recorded — it can materially affect which band of the ladder in section 5 applies.

10. Refund timelines

Refunds are made to the original payment method and to the person who paid. We cannot redirect a refund to a different account or a different person.

We do not control airline refund timelines. What we do control is filing your claim promptly, chasing it, and telling you where it stands.

11. Amendments rather than cancellation

Changing a date is very often cheaper than cancelling and rebooking. Before you cancel, ask us — we will price the amendment alongside the cancellation so you can see both. Amendment charges comprise the supplier's fee, any fare difference, and an amendment fee of ₹500 per booking.

12. Disputes

If you disagree with a refund decision, escalate to our Grievance Officer, Yash Kumar, at [email protected]. Complaints are acknowledged within 48 business hours and resolved within 30 days. Your rights under the Consumer Protection Act, 2019 are unaffected by anything in this policy.

13. Note on GST

Urban Wings Travel is not registered under GST, so no GST is charged on our services and no GST component arises for refund. Taxes collected by airlines, hotels and governments are refunded — or not — under their own rules.

14. Contact

Refunds: [email protected]
General: [email protected]
Telephone: +91 95809 18157
Urban Wings Travel, 5, Wings Tower, Rasha Govind Marg, Jaipur, Rajasthan 302003, India