Refund & Cancellation Policy

This Refund and Cancellation Policy governs all bookings made with Vrinda Tour & Taxi, a registered travel and taxi service operator based in Mathura, Uttar Pradesh, India (hereinafter referred to as “we,” “us,” or “the Company”). By making a booking with us — whether via phone call, WhatsApp, email, website, or in-person — you agree to the terms outlined in this policy.

Our policy is designed to be fair to both parties. We understand that travel plans sometimes change unexpectedly, and we have structured our cancellation terms to accommodate this while also protecting our ability to deliver quality service to all customers.

All refund amounts are calculated based on the total advance payment received at the time of booking. Any services consumed before cancellation (e.g., a trip partially completed) are deducted before calculating the refund amount.

Customers have the right to cancel any booking at any time. The refund amount you receive depends on how far in advance you cancel your trip. All times are calculated in Indian Standard Time (IST) relative to your scheduled trip departure time.

To cancel your booking, please contact us immediately via WhatsApp (+91 94572 02485) or call us directly. Written cancellation confirmation (WhatsApp message or email) is mandatory to initiate the cancellation process. Verbal cancellations over phone alone are not sufficient.

Once your cancellation request is confirmed by our team, refunds are processed as per the schedule below. Refunds are issued only to the original payment source — the same UPI account, bank account, or card that was used to make the advance payment.

• ✓ UPI / GPay / PhonePe / Paytm: Refunds credited within 3–5 business days after confirmation of cancellation.
• ✓ Bank Transfer / NEFT / IMPS: Refunds credited within 5–7 business days. You must share your bank account details (account number, IFSC) for processing.
• ✓ Credit / Debit Card: Refunds may take 7–10 business days depending on your bank’s processing time. We initiate the refund from our end within 2 business days.
• ✓ Cash Payments: Cash refunds (where applicable) are issued in person at our Vrindavan office or can be transferred via UPI on the same day of cancellation approval.
• ! Festival & Peak Season Bookings: During Holi, Janmashtami, and other festivals, additional processing time of 2–3 business days may apply due to high volume of requests.

In rare circumstances, we may need to cancel a booking from our end. We take this responsibility very seriously and will always attempt to provide advance notice and alternatives wherever possible.

In the event of a cancellation by us, we will notify you at least 4 hours before your scheduled pickup time via WhatsApp and phone call. Refunds in such cases are processed within 24–48 hours on priority basis.

There are specific situations where refunds cannot be issued, regardless of the timing of cancellation. Please read these carefully before making your booking.

• ✕ No Show: Customer fails to appear at the pickup point within 30 minutes of the agreed departure time without prior intimation.
• ✕ Mid-Trip Abandonment: If a customer decides to discontinue the trip midway for personal reasons, no refund will be issued for the remaining portion of the service.
• ✕ Entry Fees & Third-Party Costs: Any temple entry fees, monument entry tickets, parking charges, or third-party puja arrangements paid on the customer’s behalf are non-refundable.
• ✕ Delays Caused by Customer: If the trip is significantly delayed or shortened due to the customer’s late arrival, personal activities, or requests, no partial refund is issued.
• ✕ Festival & Special Event Bookings: Bookings made for Holi in Vrindavan, Janmashtami, Diwali and other peak-demand festivals are non-refundable within 72 hours of the event.
• ✕ VIP Darshan Puja Arrangements: Special puja bookings and VIP temple arrangements made on behalf of the customer are non-refundable once confirmed with the temple.
• ! Cash-Paid Services: For services paid fully in cash without any advance booking confirmation, refund claims will be reviewed on a case-by-case basis and are subject to management approval.

We understand that travel plans change. Instead of cancelling, you can choose to reschedule your booking. Rescheduling is often a better option as it avoids cancellation charges.

To reschedule, simply WhatsApp or call us at +91 94572 02485. We will confirm the new date and time based on vehicle availability. All reschedule requests must be confirmed in writing via WhatsApp.

Our refund process is straightforward and designed to be completed as quickly as possible. Follow these steps to request a refund:

Certain packages and festival-specific bookings have modified cancellation terms due to the high demand and advance arrangements involved. Please read these carefully if you are booking for any of the events below.

• ! Holi in Vrindavan / Barsana: All Lathmar Holi and Phoolon wali Holi packages are non-refundable within 7 days of the event. Before 7 days — 50% refund only.
• ! Janmashtami Special Package: Non-refundable within 72 hours of the event. Cancellations 72+ hours before — 50% refund. No full refunds for festival packages.
• ! Char Dham Yatra Packages: Multi-day Char Dham packages require 7-day advance notice for 50% refund. Within 7 days of departure — no refund (due to pre-booked accommodations and permits).
• ! Kedarnath Yatra: Helicopter booking components are governed by the helicopter operator’s own refund policy. Ground transport component follows our standard policy.
• ✓ Regular Taxi Bookings (same day/outstation): Standard cancellation policy applies — 100% refund if cancelled 48+ hours before, 50% if 24–48 hours before, no refund within 24 hours.
• ✓ Tempo Traveller Bookings: Standard policy applies. Group bookings of 15+ persons require 5-day advance cancellation notice for full refund consideration.

A “Force Majeure” event refers to any extraordinary circumstance beyond the reasonable control of either party. In such events, standard cancellation charges may be waived or modified at the discretion of Vrinda Tour & Taxi management.

In Force Majeure situations, we will offer customers the choice of:

• ✓ Free Reschedule: Move your booking to any future available date without any additional charge.
• ✓ Travel Credit: Receive full credit of your advance payment to be used on any future booking within 12 months.
• ✓ Partial Refund: 75% refund of advance paid (25% held to cover administrative costs already incurred).

We strive to resolve all refund and cancellation disputes amicably and fairly. If you believe a refund has been incorrectly processed or a cancellation charge was unjustly applied, please follow the resolution process below:

For all refund and cancellation requests, please reach out through any of the channels below. We recommend WhatsApp for the fastest response time.

• 📱 WhatsApp (Preferred): +91 94572 02485 — Available 9 AM to 7 PM daily. Typically respond within 30 minutes during business hours.
• 📞 Phone Call: +91 94572 02485 — Direct call available 24/7 for urgent issues. Best for same-day cancellations and emergencies.
• ✉️ Email: vrindatourandtaxi@gmail.com — For detailed disputes and formal cancellation requests. Include booking reference in subject line.
• 📍 Office Address: Vrinda Tour & Taxi, Vrindavan, Mathura, Uttar Pradesh — 281121. Office hours: Monday–Saturday, 9 AM to 6 PM.

Vrinda Tour & Taxi reserves the right to modify this Refund and Cancellation Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website at vrindatourandtaxi.com/refund-policy.

• ℹ Customers will be notified of any significant policy changes via WhatsApp broadcast and website update.
• ℹ Policy at the time of booking governs the booking — not any subsequent policy that may be updated.
• ℹ This policy was last reviewed and updated on 1st January 2025. Version 3.0.
• ✓ By completing a booking with Vrinda Tour & Taxi, you acknowledge that you have read, understood, and agreed to this Refund and Cancellation Policy in its entirety.