Refund &
Cancellation Policy
Complete transparency on cancellation windows, carrier carriage guidelines, DGCA passenger rights, and our guaranteed 5 to 7 business day direct refund turnaround.
1. Policy Philosophy & Transparency
At iZhinga (operated by MOVODREAM PRIVATE LIMITED), we believe in absolute financial transparency and customer empowerment. As outlined in our Product Promise, you should always know exactly what you are paying for, understand your cancellation rights in advance, and remain in total control of your travel expenditure.
- Exact Pre-Payment Disclosure: Specific supplier cancellation fees, time windows, and net refund eligibility are displayed prominently on the checkout review screen before payment authorization.
- Zero Hidden Platform Penalties: iZhinga charges zero post-booking processing surcharges beyond disclosed banking gateway convenience fees.
- Automated Settlement Tracking: Transparent monitoring of your refund journey directly inside the app, with official banking Acquirer Reference Numbers (ARN).
2. Scope of Covered Travel Bookings
This policy applies comprehensively to all confirmed travel reservations and digital vouchers facilitated through the iZhinga mobile applications and web platform:
3. Flight Cancellations (DGCA & Carrier Rules)
All air travel tickets facilitated through iZhinga operate under the statutory regulatory oversight of the Directorate General of Civil Aviation (DGCA) and each operating carrier's Conditions of Carriage.
Penalties vary strictly based on the fare family selected during booking (e.g., Saver, Flexi, or Business). Airline cancellation slabs increase dynamically as departure time approaches:
- Standard Saver Fares: Carrier cancellation fees apply; remaining base fare + fuel surcharge is refunded.
- Non-Refundable Fares: In accordance with DGCA Civil Aviation Requirements (CAR), statutory airport taxes (UDF, PSF) are 100% refundable even on strictly non-refundable tickets.
Bookings purchased with an optional "Free Cancellation" add-on receive complete reimbursement of the entire base fare and fuel surcharges when cancelled within the eligible pre-departure window (typically up to 24 hours prior to scheduled departure).
4. Hotels & Stays Cancellation Slabs
Each accommodation partner sets clear property-specific cancellation deadlines based on seasonal room occupancy. These rules are displayed prominently prior to booking confirmation:
Most hotels on iZhinga permit free cancellation up to 48 hours or 24 hours prior to standard check-in time (usually 2:00 PM local property time). A full 100% refund is initiated back to your original payment method.
Cancellations submitted after the free window has lapsed typically incur a retention penalty equivalent to the first night's room tariff + applicable taxes, with all subsequent nights fully refunded.
Discounted promotional flash rates and peak festive reservations (e.g., New Year, Diwali peak dates) are explicitly marked as "Non-Refundable". No refunds are available once booked, except under verified medical or force majeure emergencies.
5. Activities, Tours & Cab Transfers
Experiences and ground transit operate under standardized cancellation rules to balance traveler flexibility with operational guide reservations:
Tours & Curated Activities
- ≥ 48 Hours Prior: 100% full refund with zero deductions.
- 24 to 48 Hours Prior: 50% refund; remaining retained for operator fees.
- < 24 Hours Prior: Non-refundable due to pre-purchased entry passes and reserved guide slots.
Airport & Intercity Cabs
- Airport Transfers: Free cancellation up to 4 hours prior to scheduled pickup time.
- Outstation Cabs: Free cancellation up to 12 hours prior to journey departure.
- Post-Dispatch: Nominal fleet dispatch charge applies if the driver has mobilized.
6. Booking Modifications & Date Changes
Need to modify your travel dates rather than cancelling completely? iZhinga supports seamless in-app rescheduling across all participating carriers:
7. Refund Processing & Timelines (5–7 Business Days)
Once a cancellation request is authenticated by the Third-Party Provider and confirmed in our system, settlement begins immediately:
Standard Settlement SLA: 5 to 7 Business Days
Credited back strictly to your original payment method.
8. Disrupted Journeys & Live Travel Mode Support
Unforeseen travel disruptions such as airport fog, runway closures, monsoon technical grounding, or regional transit strikes can impact multi-destination itineraries:
When a connected flight or train is delayed, iZhinga's Live Travel Mode team proactively steps in to safeguard your journey:
- Carrier Waiver Certificates: We directly liaise with airlines to secure disruption waiver certificates to cancel connecting hotel stays without late-cancellation penalties.
- Instant Rerouting Options: Automated recommendation of immediate alternative travel connections (flights, premium coaches, or verified chauffeurs).
- Fast-Tracked Refunds: Expedited claims submission with carriers for full fare reversals without administrative deductions.
9. Failed Bookings & Auto-Reversal Guarantee
Occasionally, during peak flash travel sales, a customer's bank account may be debited while network latency delays instant confirmation from the airline or hotel central reservation system:
10. Non-Refundable Scenarios & No-Shows
In accordance with commercial carrier carriage rules, refunds cannot be granted under the following circumstances:
11. Grievance Redressal & Claims Escalation Matrix
If your refund is delayed past the standard 7 business day settlement cycle, or if you wish to formally dispute a supplier retention fee, you may escalate your claim through our structured resolution framework:
24/7 Helpline & Chat Desk. Instant ticketing, ARN tracking, and booking status inquiries.
Direct escalation to airline and hotel commercial managers for waiver verification.
Executive review by Statutory Grievance Officer with formal resolution within 15 days.
12. 24/7 Support & Claims Assistance
Our claims and cancellation desk is available 24 hours a day, 7 days a week to assist with immediate flight cancellations, medical waivers, or disruption certificates:
Arjun Bali
VP Product, Supply & Quality • MOVODREAM PRIVATE LIMITED
Statutory Grievance Officer