This policy explains what happens when a booking made through Traviq is cancelled, changed, or refunded. Traviq is operated by Drumworks Ventures (GSTIN 27AASFD4920E1ZE); tickets are issued by our IATA-accredited partners TravClan and Tripjack; payments and refunds are processed through Razorpay.
1. Three layers of charges
Every booking has up to three layers, and each one has its own refund rule:
- Airline / hotel fare — set and refunded per the carrier or property’s own fare rules. Non-refundable economy fares stay non-refundable.
- Partner agency fee (TravClan or Tripjack) — small per-ticket service fee charged by the IATA agency that issued the ticket. Usually non-refundable once the ticket is issued.
- Traviq platform / service fee — Drumworks Ventures’ charge for using the Traviq platform. Refundability is set out in Section 3 below.
Every invoice you receive will identify the supplier of record so input tax credit flows to the right place.
2. Cancelling a booking
You can cancel a booking in two ways:
- Self-serve in your Traviq dashboard, anytime the airline / hotel rules allow.
- By writing to [email protected] with the PNR / booking reference.
Cancellations are forwarded to the partner agency for action with the airline or hotel. Cut-off windows are set by the supplier — please cancel as early as possible to minimise charges.
3. When the Traviq service fee is refunded
- Before ticket issuance — if a booking fails to confirm or you cancel a search before issuance, the Traviq service fee is refunded in full.
- After ticket issuance — the Traviq service fee is non-refundable, because the booking workflow, policy check, and invoice generation have already run. Airline and partner-agency components follow their own rules.
- Material service failure — if a Traviq error caused a duplicate charge, an incorrect booking, or a documented breach of these terms, we refund the Traviq service fee and work with the partner agency on any other recoverable amounts.
4. Refund timelines
Refunds are processed through Razorpay to the original payment method (credit card, UPI, NEFT / RTGS).
- Traviq service fee refunds — initiated within 3 business days of approval. Bank credit typically within 5–7 business days.
- Airline / hotel refunds — depend on the carrier. Indian domestic carriers typically settle in 7–14 business days; international carriers can take 30–90 business days. Traviq forwards the refund to your account as soon as the airline credits the partner agency.
- Partner agency fees — usually retained by the partner agency once the ticket has been issued.
5. Changes, reroutes, and date moves
Changes are governed by the airline / hotel rule and may incur a fare difference, a carrier change fee, and a partner agency change fee. The Traviq service fee is not re-charged on a change.
6. Schedule changes, cancellations by the airline, force majeure
When an airline cancels or significantly reschedules a flight, you are entitled to a refund, alternate routing, or a travel credit, depending on the carrier’s policy and applicable regulation (e.g. DGCA Civil Aviation Requirements in India). Traviq coordinates the request with the partner agency on your behalf. Where the airline issues a credit voucher instead of a cash refund, that voucher is the applicable refund instrument.
7. How to dispute a charge
First, write to [email protected] with the booking reference and the amount in question. Most disputes are resolved within seven (7) business days. If your dispute is not resolved within that window, escalate to our Grievance Officer.
8. Tax adjustments
Refunds may trigger a credit note from the original supplier (airline, hotel, partner agency, or Drumworks Ventures). Credit notes are filed by the supplier in their GSTR-1, where they flow into your GSTR-2B. If a credit note does not appear in your GSTR-2B within 30 days of refund, write to [email protected] with the invoice reference and we will trace it.
9. Contact
Email [email protected] for support, accounts, and refund queries. If a query isn’t resolved within seven (7) business days, escalate to our Grievance Officer (Nameet Potnis, Drumworks Ventures).