This policy applies to services paid to Unipolar Technologies Pvt Ltd under the Raahzo brand: trip planning and concierge services, and Raahzo-arranged packages quoted on request. It forms part of our terms of use and the Concierge Companion policy. Your written quote or booking confirmation may set out different terms for a specific trip; if it does, the confirmation applies.
It does not apply to bookings you make directly on partner websites through our affiliate links — those are governed by the partner's own cancellation and refund terms.
Trip-planning and concierge service fees
- If you cancel within 24 hours of payment and before we have started work on your itinerary, we refund the service fee in full.
- Once itinerary or concierge planning work has started, the service fee is non-refundable, because it pays for time already spent researching, contacting suppliers and preparing your plan. We will still send you the work completed so far.
- Where a concierge service includes a companion's days on the ground, those days are treated as part of the package and follow the package tiers below.
Third-party bookings
Hotels, transport, flights and trains, entry tickets, guides and activities are provided by independent suppliers. When we book them for you:
- Each booking follows that supplier's own cancellation and refund terms, which we share with you before you pay.
- Supplier costs are passed through at cost; we refund whatever the supplier refunds, once we receive it.
- Some fares and rates are non-refundable. We will label these clearly in your quote.
Raahzo-arranged packages
If you cancel a confirmed package, the amount we retain depends on how close to the departure date we receive your written cancellation (by email or WhatsApp). “Package value” means the total confirmed price of the package, excluding any separately charged planning fee.
| When you cancel | Raahzo retains | You receive |
|---|---|---|
| More than 30 days before departure | Non-refundable supplier costs and payment charges only | Amount paid, minus non-refundable supplier costs and payment charges |
| 15–30 days before departure | 50% of package value | Amount paid minus 50% of package value |
| 7–14 days before departure | 75% of package value | Amount paid minus 75% of package value |
| Less than 7 days before departure, or no-show | 100% of package value | No refund |
- If the amount retained is more than you have paid, you will not be asked to pay the difference unless your confirmation says so.
- Where a supplier refunds more than we expected, we pass the extra on to you.
- Payment gateway, bank and currency-conversion charges that we cannot recover are not refunded.
Date changes
- You can change your travel dates once, free of our charges, up to 15 days before departure, subject to supplier availability.
- Any fare or rate differences and supplier change fees are payable by you (or refunded to you if the new dates cost less).
- Later or further changes are treated as a cancellation and new booking, unless we agree otherwise in writing.
If we cancel
If Raahzo cancels a confirmed booking for reasons within our control, you can choose either a full refund of what you paid us or a credit of the same value towards a future trip.
Events outside anyone's control
Travel in India can be affected by weather, landslides and floods, strikes and bandhs, road or route closures, temple, park or monument closures, festivals and crowd controls, epidemics, and government or court orders. If an event like this disrupts your trip:
- We will help you rebook, reroute or change dates where possible.
- We refund whatever the suppliers refund to us, and any unused Raahzo charges for services we could not start.
- Beyond that, we are not liable for losses caused by events outside our reasonable control.
How refunds are paid
- Refunds go to the original payment method.
- We process them within 7–14 working days of receiving the relevant supplier refunds (or of your cancellation, where no supplier refund is involved). Your bank may take a few more days to show the credit.
- To cancel, email hello@raahzo.com with your name, trip dates and booking reference.
Travel insurance and fitness to travel
We strongly recommend travel insurance that covers cancellation, medical treatment and evacuation — especially for senior travellers and for pre-existing conditions. Insurance is often the only way to recover costs when a cancellation is due to illness. Raahzo does not sell insurance.
Each traveller (or the person booking on their behalf) is responsible for confirming that the traveller is medically fit for the planned itinerary, including altitude, heat, walking and long road journeys. Please check with a doctor if in doubt. Cancellations for health reasons follow the tiers above.
Questions and complaints
If you think a refund has been calculated wrongly, write to hello@raahzo.com. If it is not resolved, you can raise it with our Grievance Officer at grievances@raahzo.com — see grievance redressal. Nothing in this policy limits your rights under the Consumer Protection Act, 2019.