Cancellation, Payment & Refund Policy

1. Purpose and Scope

This Cancellation, Payment & Refund Policy explains the payment, cancellation, rescheduling and refund terms applicable to travel services arranged by KMS Tours & Travels.

This policy applies to travel services including, but not limited to:

• Customized Jammu & Kashmir tour packages
• Hotel and accommodation bookings
• Local transportation and transfers
• Sightseeing arrangements
• Activities and local experiences
• Houseboat stays
• Other travel services specifically included in a customer's confirmed itinerary or quotation

The applicable cancellation and refund conditions may vary depending on the services included in a booking and the policies of the respective service providers.

Customers are advised to review the quotation, itinerary, booking confirmation and applicable cancellation terms before making payment.

2. Enquiry and Booking Confirmation

A travel enquiry, quotation or itinerary proposal does not by itself constitute a confirmed booking.

A booking will generally be considered confirmed only after:

1. The itinerary and services have been agreed upon;
2. The applicable quotation has been accepted;
3. The required advance or booking payment has been received; and
4. The relevant hotels, transport providers or other service providers have confirmed availability.

Until these requirements are completed, availability and pricing may change.

Where applicable, the booking confirmation or invoice will specify the services booked, payment amount, balance amount and any specific cancellation conditions.

3. Pricing and Payment

3.1 Quoted Prices

Prices provided in quotations are based on the services, dates, number of travellers, accommodation category, transportation and other requirements specified at the time of quotation.

Prices may change before booking confirmation due to:

• Changes in hotel or accommodation availability;
• Changes in transportation availability or rates;
• Seasonal pricing;
• Changes requested by the customer;
• Changes in taxes, government charges or supplier rates; or
• Other circumstances affecting the cost of the requested services.

The final applicable price will be communicated before confirmation.

3.2 Advance Payment

An advance payment may be required to confirm a booking.

The amount or percentage of advance payment will depend on the itinerary, service providers and booking requirements and will be communicated to the customer before payment.

Payment of an advance does not automatically make every component of a booking refundable.

3.3 Balance Payment

Where a balance payment is applicable, the due date will be communicated in the quotation, invoice or booking confirmation.

Failure to make the required balance payment within the communicated timeframe may result in cancellation or release of reserved services, subject to the applicable booking terms.

Any cancellation charges or non-refundable amounts resulting from delayed payment may apply where disclosed in the booking terms.

3.4 Additional Expenses

Unless specifically included in the confirmed itinerary, customers are responsible for additional personal or incidental expenses, including but not limited to:

• Meals not included in the package;
• Personal purchases;
• Additional sightseeing or activities;
• Additional transportation;
• Room upgrades;
• Personal travel expenses;
• Entry fees or permits not included in the package;
• Expenses arising from itinerary changes requested by the customer.

4. Payment Methods

KMS Tours & Travels will provide customers with the payment details or payment method applicable to their booking.

Customers should verify the payment details before making any payment.

A payment will be considered received only after the transaction has been successfully credited or otherwise confirmed by KMS Tours & Travels.

Customers should retain their payment receipt, transaction reference or other proof of payment for their records.

KMS Tours & Travels will not be responsible for payments made to unauthorized persons, incorrect payment accounts or payment details obtained from unofficial sources.

5. Cancellation Request Process

Customers wishing to cancel a confirmed booking should contact KMS Tours & Travels as soon as possible.

Cancellation requests should preferably be submitted in writing through the official contact details provided on the website or booking confirmation.

The cancellation request should include:

• Customer's name;
• Booking or reference number, if available;
• Contact number;
• Travel dates; and
• A clear request for cancellation.

The effective date of cancellation will generally be the date on which KMS Tours & Travels receives the written cancellation request.

Customers should not assume that a cancellation has been completed until they receive acknowledgement or confirmation from KMS Tours & Travels.

6. Cancellation Charges and Refund Eligibility

Cancellation charges are determined based on the services included in the booking, the date of cancellation and the cancellation terms applicable to the relevant suppliers.

The applicable refund, if any, will be calculated after considering:

• Cancellation charges imposed by hotels;
• Cancellation charges imposed by transportation providers;
• Non-refundable accommodation or activity charges;
• Permit or ticket charges;
• Charges already paid to third-party suppliers;
• Seasonal or special booking conditions;
• Any other non-recoverable amount applicable to the booking.

Where specific cancellation terms have been communicated in the quotation, invoice or booking confirmation, those terms will apply to the relevant booking.

6.1 Cancellation Before Travel

Customers who cancel before the scheduled travel date may be eligible for a refund depending on the applicable supplier cancellation terms and the recoverable amount.

Earlier cancellation generally provides more opportunity to recover amounts from service providers, but a refund is not guaranteed unless specifically stated in the booking terms.

6.2 Last-Minute Cancellation

Cancellations made close to the scheduled travel date may result in higher cancellation charges because hotels, transport providers and other suppliers may have already committed resources or applied non-refundable terms.

The actual refundable amount, if any, will depend on the recoverable amount from the relevant suppliers.

6.3 Same-Day Cancellation and No-Show

If a customer cancels on the scheduled travel date, fails to arrive, or does not use a booked service without prior notice, the booking may be treated as a no-show.

No refund may be available for services that have already been paid to suppliers and cannot be recovered.

7. Non-Refundable Services and Charges

Certain components of a booking may be non-refundable.

These may include, depending on the booking:

• Hotel rooms booked under non-refundable rates;
• Advance payments that are expressly identified as non-refundable;
• Transportation cancellation charges;
• Special or peak-season accommodation;
• Permits and entry charges;
• Activity or attraction tickets;
• Special-event arrangements;
• Supplier deposits that cannot be recovered;
• Other third-party services subject to non-refundable terms.

Where a particular service is non-refundable, KMS Tours & Travels will communicate the applicable condition where reasonably possible before confirmation or payment.

8. Bookings Containing Multiple Services

A Kashmir tour package may contain several separate services, each supplied by different providers.

For example, a package may include:

• Hotel accommodation;
• Houseboat accommodation;
• Local taxi or transportation;
• Sightseeing;
• Activities; and
• Other third-party services.

Different components may therefore have different cancellation conditions.

If some components are refundable while others are not, the refund will be calculated based on the amounts that can actually be recovered from the relevant service providers.

Non-refundable or already-incurred charges may be deducted before any eligible refund is processed.

9. Third-Party Supplier Cancellation Terms

Hotels, houseboats, transport providers, activity operators and other service providers may have their own cancellation and refund policies.

Where a third-party supplier's cancellation terms apply to a booking, those terms may determine the amount that can be recovered.

KMS Tours & Travels will communicate relevant supplier conditions where applicable and will make reasonable efforts to assist customers with cancellation and refund requests.

However, KMS Tours & Travels cannot guarantee a refund of an amount that a third-party supplier has legitimately retained under its applicable booking terms.

10. Rescheduling and Change of Travel Dates

Customers may request a change to their travel dates before the scheduled trip.

Rescheduling is subject to:

• Availability of hotels and transportation;
• Availability of other booked services;
• Supplier approval;
• Applicable cancellation or amendment charges; and
• Any difference in the price of the revised itinerary.

A rescheduling request does not automatically guarantee that the original booking can be transferred to new dates.

If the revised dates result in higher supplier or seasonal rates, the additional amount may be payable by the customer before the revised booking is confirmed.

11. Customer-Requested Changes

Changes requested after booking confirmation may include:

• Change of travel dates;
• Change of hotel;
• Change of room category;
• Change in number of travellers;
• Addition or removal of services;
• Change of transportation;
• Change of itinerary.

Such changes may result in additional charges or cancellation charges depending on the affected services.

Any additional cost will be communicated before the revised arrangement is confirmed, where reasonably possible.

12. Weather, Road Conditions and Unavoidable Events

Travel arrangements in Jammu & Kashmir may be affected by circumstances outside the control of KMS Tours & Travels, including:

• Severe weather;
• Heavy snowfall;
• Landslides;
• Road closures;
• Natural disasters;
• Government orders or restrictions;
• Security-related restrictions;
• Transportation disruptions;
• Other circumstances affecting safe travel or supplier operations.

Where such circumstances occur, KMS Tours & Travels may work with customers and service providers to modify, postpone or rearrange the itinerary where reasonably possible.

Any refund will depend on the amount recoverable from the affected service providers and the applicable booking terms.

KMS Tours & Travels cannot guarantee a full refund where third-party suppliers have already incurred or retained costs.

13. Unused Services

If a customer voluntarily chooses not to use a service included in a confirmed itinerary, a refund will not automatically be available.

Examples may include:

• Not using a booked hotel night;
• Leaving the trip early;
• Choosing not to participate in scheduled sightseeing;
• Not using arranged transportation;
• Missing a scheduled activity.

Any refund or adjustment will depend on whether the relevant supplier agrees to refund or reduce the applicable charge.

14. Customer Documents and Eligibility

Customers are responsible for providing accurate information and ensuring that they have the documents and permissions required for their travel.

Failure to travel due to incorrect or incomplete information provided by the customer may result in applicable cancellation charges.

Where permits, identification documents or other requirements apply to a particular service, customers are responsible for providing the required information within the requested timeframe.

15. Refund Calculation

Where a refund is approved, the refundable amount will generally be calculated as:

Amount Paid − Applicable Cancellation Charges − Non-Refundable/Non-Recoverable Amounts = Refund Amount

The exact calculation may vary depending on the individual booking and the terms applicable to its components.

Where the applicable cancellation terms provide for a specific refund amount or percentage, the terms communicated to the customer at the time of booking will apply.

16. Refund Processing

Once a refund has been approved and the refundable amount has been determined, KMS Tours & Travels will initiate the refund through the applicable payment method where reasonably possible.

The time required for a refund may depend on:

• The payment method;
• The payment gateway or financial institution;
• Third-party supplier processing;
• Bank processing times; and
• Other circumstances outside the company's reasonable control.

The customer may be informed of the refund amount and processing status through the contact details associated with the booking.

17. Mode of Refund

Refunds will generally be processed to the original payment method where reasonably possible.

Where the original payment method cannot be used, KMS Tours & Travels may request appropriate alternative bank or payment details from the customer.

Additional verification may be required before processing a refund to an alternative account.

Refunds will not ordinarily be made to unrelated third-party accounts.

18. Refund of Third-Party Charges

Where a booking includes third-party services, KMS Tours & Travels may need to wait for the relevant supplier to process or confirm the recoverable amount before determining the final refund.

Accordingly, the refund timeline may vary depending on the supplier involved.

KMS Tours & Travels will communicate relevant information to the customer as reasonably available.

19. Credit Notes or Alternative Arrangements

In circumstances where a monetary refund is not available or where suppliers permit an alternative arrangement, KMS Tours & Travels may, where appropriate, offer:

• Rescheduling;
• An alternative itinerary;
• A credit toward another booking; or
• Another mutually agreed arrangement.

Any such arrangement will be subject to availability, supplier approval and the specific terms communicated to the customer.

A credit note or travel voucher will not be treated as a cash refund unless expressly agreed otherwise.

20. Refund Disputes

If a customer believes that a refund has not been processed correctly, the customer should contact KMS Tours & Travels with:

• Booking/reference number;
• Customer name;
• Payment details or transaction reference;
• Cancellation request details; and
• Any relevant supporting documents.

KMS Tours & Travels will review the matter against the booking records, payment records and applicable supplier terms.

21. No Automatic Refund Guarantee

The publication of this policy does not create an unconditional guarantee of a refund.

Refund eligibility depends on the individual booking, the services purchased, the time of cancellation and the applicable supplier terms.

Any specific refund commitment provided in writing in a quotation, invoice or booking confirmation will apply to that particular booking where applicable.

22. Changes to This Policy

KMS Tours & Travels may update this Cancellation, Payment & Refund Policy from time to time to reflect changes in its services, booking procedures, supplier arrangements or applicable requirements.

The updated version will be published on the website with the applicable effective or updated date.

The policy applicable to a confirmed booking will generally be based on the terms communicated to the customer at the time of booking, unless otherwise required by applicable law.

23. Contact Information

For payment, cancellation, rescheduling or refund-related enquiries:

KMS Tours & Travels
Website: kmstours.com
Phone / WhatsApp: +91 9810828908
Email: [email protected]
Address: Cabin No. 126, SL Tower, Commercial Belt, Block E, Alpha I, Greater Noida, Uttar Pradesh – 201310
GSTIN: 09ACNPT8056E2Z0

Customers should use the official contact details published by KMS Tours & Travels when submitting payment, cancellation or refund requests.