Refund & Cancellation Policy
What happens if you need to cancel or change a booking, and how we handle refunds when a trip cannot run.
1. Cancelling a booking
Plans change, and we would always rather reschedule than cancel. Tell us as early as you can by phone or WhatsApp, and wherever possible we will simply move your booking to another date at no extra cost.
2. Cancellation by you
Where a cancellation cannot be rescheduled, the following applies to any advance you have paid. These are our standard terms; the specific terms for your booking are the ones confirmed to you at the time of booking.
Local trips and airport transfers
- More than 24 hours before pickup: full refund of any advance paid.
- Between 6 and 24 hours before pickup: a part of the advance may be retained to cover the vehicle that was held for you.
- Less than 6 hours before pickup, or no-show: the advance is normally retained, as the vehicle and driver were already committed.
Outstation trips and tour packages
- More than 15 days before travel: full refund of the advance, less any amount already paid out on your behalf for permits or hotel bookings.
- Between 7 and 15 days before travel: a part of the advance is retained.
- Less than 7 days before travel: the advance is normally retained.
Amounts already paid to third parties on your behalf, such as hotel deposits, permit fees and park entry bookings, are refundable only to the extent that those third parties refund them to us.
3. Cancellation or change by us
If we cannot provide the vehicle you booked, we will first offer a vehicle of the same or a higher category at no extra cost. If that is not acceptable to you, or we cannot provide any suitable vehicle, we will refund your advance in full.
4. Weather, landslides and events outside our control
Roads in Meghalaya and the wider Northeast close from time to time because of rain, landslides, snow at high passes, strikes or local restrictions. Where a trip cannot run for such a reason:
- We will first try to reschedule the trip or reroute it around the closure.
- If the trip cannot run at all, we refund the unused portion of the fare, less any costs already incurred and any non-refundable third party payments.
- Where a multi-day trip is cut short, charges apply for the days already used and for the vehicle's return journey.
5. Trips ended early
If you end a booked trip early for personal reasons, the fare for the days used and the vehicle's return journey remain payable. Any balance is refunded.
6. How refunds are processed
- Refunds are made to the same method used for the original payment wherever possible.
- We aim to process approved refunds within 7 to 10 working days.
- The time your bank or UPI provider takes to credit the amount is outside our control.
- Any transaction charge levied by a payment provider is not refundable.
7. Raising a complaint about a trip
If something went wrong on your trip, tell us within 7 days of the trip ending, with the booking date, vehicle and driver details and what happened. We will look into it and respond. Where a service failure is ours, we will make it right, whether by a partial refund or an adjustment on a future booking.
8. Why we ask for advance payment
An advance blocks a specific vehicle and driver for your dates, which means turning away other bookings for that period. The cancellation terms above reflect that commitment rather than being a penalty.
Contact us about this policy
If anything here is unclear, or you want to raise a concern, reach us at:
- Supriya Travels, St Peters Building, opposite Assam House, Dhankheti, Shillong, Meghalaya 793003
- Phone (call): +91 63627 94600
- WhatsApp: +91 88615 70381
- Email: supriyatravels2@gmail.com