Refund Policy
Understand our refund procedures for bookings, memberships, and services.
Last Updated: October 18, 2024
Important Notice
This Refund Policy outlines our procedures for refund requests. By using our services, you agree to this policy. Please read it carefully.
Table of Contents
1. Policy Overview
Vistaraa Vacation International is committed to serving its members with an aim to achieve its organizational goals and for the welfare of its members. The Company has formulated this comprehensive refund policy to ensure transparency and fairness in all transactions.
General Refund Principle
For hotel rooms booked under the Vacation Purchase Agreement, the right to cancel your hotel room booking, applicable cancellation charge, and no-show charge are set out in the terms and conditions applicable to that specific hotel offer.
Amounts will be refunded within 15 working days to the Members/Guest account after the cancellation request. A proper inquiry of the dissatisfaction request as raised by the member will be made, and if found satisfactory, the refund will be initiated subject to deduction of administrative charges, ASF, and GST.
2. Hotel Bookings Refund
Refunds for hotel bookings are subject to the cancellation policy of the concerned hotel. The applicable cancellation policy and no-show charges will be shown on your booking confirmation.
Important Note
Members shall adhere to the concerned hotel's terms and conditions. Hotel cancellation policies may vary based on season, room type, and booking period.
Standard Hotel Refund Policy
| Cancellation Period | Refund Percentage | Deductions |
|---|---|---|
| 30+ days before check-in | 90% refund | 10% administrative charges |
| 15-30 days before check-in | 75% refund | 25% administrative charges |
| 7-14 days before check-in | 50% refund | 50% administrative charges |
| Less than 7 days before check-in | No refund | 100% cancellation charges |
| No-show | No refund | 100% cancellation charges |
3. Travel Packages Refund
Travel packages booked through Vistaraa Vacation International are generally non-refundable unless otherwise stated at the time of booking.
Package-Specific Terms
Each travel package may have its own specific refund terms. Please review the package details carefully before booking.
Package Refund Conditions
- Customized packages are non-refundable once confirmed
- Group packages may have different refund policies
- International travel packages are subject to visa and airline restrictions
- Force majeure events may affect refund eligibility
4. Membership Refund
Membership fees paid to Vistaraa Vacation International are non-refundable unless otherwise specified in the membership agreement.
Non-Refundable Membership
This Refund Policy is applicable towards the benefits availed pursuant to the Vacation Purchase Agreement. However, the same is not applicable for the consideration paid to the Company towards the Membership fees. Members are directed to adhere to the stated terms and conditions of the Vacation Purchase Agreement.
Membership Benefits
- Membership provides access to exclusive discounts and offers
- Points earned are non-transferable and non-refundable
- Membership duration is fixed as per the agreement
- Automatic renewal may apply unless cancelled in advance
5. Exchange Points Refund
Exchange points accumulated through our loyalty program have specific refund policies.
Points Policy
Points are non-transferable and non-refundable. Once points are redeemed, they cannot be returned or refunded.
Points Usage Terms
- Points have no cash value and cannot be exchanged for cash
- Points expiration dates apply as per program terms
- Blackout dates and restrictions may apply for redemption
- Additional terms may apply to specific exchange properties
6. Refund Process Timeline
Understanding our refund process helps ensure timely resolution of your requests.
Refund Request Submission
Submit your refund request through our website, email, or customer service. Include booking details and reason for cancellation.
Request Verification
Our team verifies your request against booking records and hotel policies. This typically takes 1-2 business days.
Satisfaction Inquiry
A proper inquiry of the dissatisfaction request as raised by the member will be made to ensure valid grounds for refund.
Approval & Processing
If approved, refund is initiated subject to applicable deductions. Processing time: 3-5 business days.
Refund Completion
Amount credited to your account within 15 working days from approval date. You receive confirmation email.
Standard Processing Time
15 Working Days: This is our standard processing time for all approved refunds. Delays may occur during peak seasons or bank holidays.
7. Non-Refundable Items
Certain items and services are explicitly non-refundable under our policy.
Non-Refundable Services
The following items and services are strictly non-refundable once purchased or booked:
Non-Refundable List
- Membership Fees: All membership registration and renewal fees
- Processing Fees: Any processing or administrative fees
- Third-Party Services: Services booked through third-party providers
- Special Offers: Discounted or promotional rate bookings
- Last-Minute Bookings: Bookings made within 48 hours of check-in
- Digital Products: E-books, guides, and digital content
- Customized Services: Services customized per client request
8. Cancellation Policy
All cancellations are subject to the specific cancellation policy of the service provider. Please review cancellation terms carefully before making any booking.
How to Cancel
- Log in to your account and navigate to "My Bookings"
- Select the booking you wish to cancel
- Follow the cancellation prompts
- Review cancellation charges before confirming
- Receive cancellation confirmation via email
Cancellation Charges
Cancellation charges vary based on:
- Time of cancellation relative to check-in date
- Hotel/service provider's specific policy
- Season and demand period
- Type of booking (refundable vs. non-refundable)
9. Contact Information
If you have questions or need clarification regarding our Refund Policy, please contact us:
Vistaraa Vacation International
- Email: info@vistaraaholidays.com
- Phone: +91 97113 34463
- Address: Gulf Star Complex, Chettikulangara Rd, Thampanoor, Thiruvananthapuram, Kerala 695001
- Business Hours: Monday to Saturday: 8:00 AM - 7:00 PM
- Refund Inquiries: Please include your booking reference number in all refund-related communications