What it costs to cancel, how a refund is paid, and what happens to the tax. Where a package page states its own terms, those govern and this page defers to them.
How to cancel
Cancellations must be in writing, to sales@packurbag.com, quoting your booking reference.
The date we receive your written request is the date that decides the charge. Not the date you decided, not the date of a phone call, not the date of a message to somebody’s personal number.
Which terms apply to your booking
Where the package page states its own cancellation terms, those govern — they come from the operator who holds the rooms and they are what you agreed to at checkout. Several of our packages are free to cancel up to 21 days before arrival and charged in full inside that.
Where a package page is silent, the scale below applies.
The standard scale
| When we receive it | We retain | You get back |
|---|---|---|
| More than 45 days before | 10% | 90% |
| 45 to 31 days | 50% | 50% |
| 30 to 15 days | 75% | 25% |
| 14 days or fewer, or no-show | 100% | — |
Percentages run against the total package value. The boundaries are read in your favour at the edges: a cancellation received exactly 45 days before falls in the 50% band, and exactly 30 days before falls in the 75% band.
What is never refundable
Some costs are gone the moment they are incurred, whichever band you fall into. Where a booking contains any of these they are deducted first, and the scale is applied to what remains:
- Flights already ticketed, and any airline change or cancellation fee
- Hotel rates booked on a non-refundable basis, where the package page said so
- Visa fees and any government or consular charge already paid
- Entrance tickets, park fees and event tickets already bought on your behalf
- Any supplier charge already incurred that we cannot recover
We will always tell you which of these applies to your booking before you confirm the cancellation, so you decide with the real number in front of you.
How refunds are paid
Approved refunds go back to the original payment method. We cannot redirect a refund to a different card, account or person.
Refunds are initiated within five working days of approval. How long the money then takes to appear is between your bank or card issuer and the payment gateway, and is typically another five to ten working days. That part is not ours to hurry.
GST and TCS on a cancellation
GST follows the refund. Where a cancellation charge is retained, GST applies to the amount retained.
TCS is different, and the difference surprises people. It has already been remitted to the Government of India against your PAN, so it is not returned as cash with the fare — the credit sits against that PAN and you claim it when you file. This is why the PAN on the booking has to be right.
If we cancel
Where we cancel for any reason other than your non-payment — minimum numbers not reached, or circumstances outside our control — you get a full refund of everything you have paid us, with no deduction.
Where an individual excursion cannot run because of weather or a safety decision by the operator, we offer an alternative date where one exists, or refund that component.
If a refund is late
Under the Consumer Protection (E-Commerce) Rules, 2020 we publish a grievance contact. Write to sales@packurbag.com with “Grievance” in the subject, or call +91 86184 85787.
A grievance is acknowledged within 48 hours and resolved within one month of receipt. Use this route when the ordinary one has not worked; for a normal question the sales desk is faster.
Questions about anything on this page: sales@packurbag.com or +91 86184 85787.