This Refund Policy outlines when and how refunds are issued on the Roamaya platform. Refunds are processed in accordance with the Cancellation Policy and applicable consumer protection laws.
1. Refund Eligibility
Refunds may be applicable in the following scenarios:
- Traveler-initiated cancellation (refund percentage depends on timing — see Section 3).
- Host-initiated trip cancellation (full refund to Travelers).
- Trip cancellation due to force majeure (natural disasters, government restrictions, etc.).
- Significant trip modification by Host that is unacceptable to the Traveler.
- Payment processing errors resulting in overcharges.
- Platform error leading to incorrect booking.
2. Non-Refundable Scenarios
- No-shows (Traveler fails to appear on the trip departure date without prior cancellation).
- Cancellation less than 24 hours before departure (Single Payment trips).
- Cancellation less than 7 days before departure (Staged Payment trips).
- Voluntary departure during the trip (leaving mid-trip).
- Removal from a trip due to violation of safety rules or Community Guidelines.
- Dissatisfaction with subjective aspects (weather, personal preferences) that do not constitute a material deviation from the listing.
3. Refund Tiers — Traveler-Initiated Cancellation
3.1 Single Payment Trips
| Cancellation Timing | Refund Amount |
|---|---|
| Within 2 hours of booking (departure > 24 hours away) | 100% |
| More than 48 hours before departure | 75% |
| 24–48 hours before departure | 25% |
| Less than 24 hours before departure | No refund |
3.2 Staged Payment Trips
| Cancellation Timing | Refund Amount |
|---|---|
| Within 24 hours of booking (departure > 7 days away) | 100% |
| More than 30 days before departure | 90% |
| 15–30 days before departure | 50% |
| 7–14 days before departure | 25% |
| Less than 7 days before departure | No refund |
3.3 Host-Initiated Cancellation
| Scenario | Refund Amount |
|---|---|
| Host cancels the trip for any reason | 100% full refund |
| Host makes material changes, Traveler declines | 100% full refund |
4. Refund Calculation
- Refund percentages apply to the total amount paid by the Traveler at the time of cancellation.
- For staged payment bookings, the refund applies only to the amount already paid (unpaid future stages are simply cancelled).
- Coupon discounts are factored into the refund calculation (refund is based on actual amount paid, not the pre-discount price).
5. Refund Process
- Cancellation Request: Traveler initiates cancellation from their booking dashboard with a reason.
- Bank Details: For refunds via bank transfer, the Traveler provides bank account details (account holder name, account number, IFSC code, bank name).
- Admin Review: The refund request is reviewed by the Roamaya team for eligibility.
- Approval & Processing: Once approved, the refund is initiated via bank transfer or Razorpay reversal.
- Confirmation: Traveler receives an email/notification confirming refund disbursement.
6. Refund Timeline
| Stage | Timeline |
|---|---|
| Admin review & approval | 1–3 business days |
| Refund processing (after approval) | 5–7 business days |
| Credit to bank account | 2–5 business days (depending on bank) |
| Total estimated time | 7–15 business days |
Refunds to credit/debit cards via Razorpay reversal may take 5–10 business days depending on the issuing bank. UPI refunds are typically faster (1–3 business days).
7. Partial Refunds
Partial refunds (per the tier structure above) are credited as a lump sum to the Traveler's specified bank account. We do not issue partial refunds as platform credits or vouchers unless the Traveler explicitly requests this.
8. Refund for Technical Failures
- If a payment was deducted but the booking was not confirmed due to a technical failure, a 100% refund will be issued automatically within 5–7 business days.
- If the automatic refund does not appear, raise a support ticket with your transaction reference.
9. Refund Disputes
- If you disagree with the refund amount or eligibility determination, you may appeal through the support ticket system within 7 days of the refund decision.
- Appeals are reviewed by a senior team member and you will receive a final decision within 7 business days.
- The decision on appeal is final and binding.
10. Force Majeure Refunds
If a trip is cancelled due to events beyond anyone's control (natural disasters, pandemics, government-issued travel restrictions, civil unrest), Roamaya will work with the Host to offer:
- A full refund, OR
- Rescheduling to an alternative date at no extra cost (subject to Host availability).
The specific remedy will be communicated on a case-by-case basis.
11. Contact for Refund Issues
- Email: roamayaofficial@gmail.com
- Support Portal: roamaya.in/need-help
- Include your Booking Reference number in all refund-related communications.