Terms and Conditions

Who you are booking with

PackUrBag is a travel company registered in India. GSTIN 29ABHFP3423E1ZB.

Registered office: #252, 14th A Cross Road, Sector A, Yelahanka Satellite Town, Yelahanka New Town, Bengaluru, Karnataka 560064.

Sales office: 51, Kaveri Layout, Mariyannapalya, Hebbal Kempapura, Byatarayanapura CMC and OG Part, Bengaluru, Karnataka 560024.

Chennai office: 70, 1st Floor, Rayala Nagar 2nd Main Road Entrance, Valluvar Salai, Ramapuram, Chennai 600089.

On this site, “we”, “us” and “PackUrBag” mean that company. “You” means the person making the booking, on behalf of everybody named on it.

What we sell

We sell holiday packages made up of accommodation, transfers, touring, guiding and entrance fees, arranged through licensed operators in each country. Unless a package page says otherwise, airfare and visas are not included.

Every package page lists what is included and what is not. That list is part of your contract with us. Where this page and a package page disagree, the package page governs — it is the thing you actually read and agreed to.

Prices, and when they can change

Prices are shown in Indian rupees, per person, on twin sharing, unless stated otherwise. They exclude GST and TCS, which are added at checkout and shown separately before you pay.

A price is held for you once we confirm a booking in writing. Before that it can move, because the rates behind it are quoted to us in foreign currency and the exchange rate is not ours to fix.

After confirmation we will only ask for more money where a government or an authority imposes it — a change in tax, a new levy, a visa fee increase, a fuel surcharge on a ticketed flight. We will show you the notice that caused it. If the increase is more than 10 per cent of the package value you may cancel and take a full refund of what you have paid us.

Paying

Unless your confirmation says otherwise, a deposit is due to hold the booking and the balance is due before the free-cancellation window closes — the date is on your confirmation. A booking made close to departure is payable in full.

We take payment by the methods offered at checkout. Payments are collected in Indian rupees by PackUrBag, and that is the name that will appear on your card or bank statement.

A booking is confirmed when we send you a written confirmation with a booking reference. Nothing before that holds anything — not a quotation, not a hold on a room, not a payment in transit.

GST and TCS

GST is charged on the package at the rate applicable to tour operator services and is shown separately at checkout.

TCS — Tax Collected at Source — is collected under section 206C(1G) of the Income Tax Act on overseas tour programme packages. It is not a charge of ours: we collect it and remit it to the Government of India against your PAN, and you claim it back against your own tax liability when you file. The rate applied to your booking is shown at checkout.

Give us the correct PAN at the time of booking. TCS credited against a wrong PAN is slow and awkward to unwind, and we cannot reissue it as cash.

Passports, visas and entry

Getting the right travel documents is your responsibility. Your passport must normally have at least six months of validity from the date you enter a country, and enough blank pages.

We will tell you what we understand the entry rules to be for your nationality and dates, and where a package includes visa assistance the package page says so. But entry rules change, sometimes at short notice, and the decision at the border belongs to that country’s immigration officers and to nobody else.

If you are refused entry, or you cannot travel because a document was wrong or missing, the cancellation terms apply in full. This is the single most common reason a traveller loses money, and it is worth the hour it takes to check.

Changes you make

Ask in writing and we will tell you what a change costs before we make it. Some changes cost nothing; some — a date, a hotel, the number of travellers — trigger a supplier charge that we pass on at cost, plus any difference in the new rate.

A change requested close to departure may not be possible at all. Where it is not, the cancellation terms apply.

Changes we make

Occasionally something has to change: a hotel closes, a road is shut, a flight time moves, a site is closed for restoration. Where that happens we substitute something of equivalent or better standard and tell you as soon as we know.

If we have to make a significant change — a different destination, a lower hotel category, a materially shorter trip — you may accept it, take an alternative we offer, or cancel and take a full refund of what you have paid us.

A different room of the same category, a reordered itinerary that keeps the same inclusions, or a substituted restaurant is not a significant change.

If we cancel

We may cancel a booking if the minimum number of travellers for a package is not reached, if you have not paid by the due date, or if circumstances outside our control make the trip unsafe or impossible.

Where we cancel for any reason other than your non-payment, you get a full refund of everything you have paid us. That is the limit of what we owe in that situation.

Circumstances outside our control

Neither of us is liable for a failure caused by something neither of us can control — war, civil unrest, terrorism, an epidemic, a natural disaster, extreme weather, an airport or airline shutdown, a government restriction, or an industrial dispute.

Where that happens we will do what we reasonably can to recover value from suppliers and pass back whatever we recover. We cannot pass back what a supplier keeps.

Boat trips, balloon flights and mountain excursions are weather-dependent by nature and may be moved or cancelled by the operator on safety grounds. Where an excursion cannot run at all, we refund that component.

Insurance

Travel insurance is not included and we strongly recommend it. Cover for medical treatment, repatriation, cancellation and baggage costs a small fraction of the trip and is the only thing that answers most of what can go wrong abroad.

Some countries require proof of insurance as a condition of entry. Where that applies to your trip we will tell you.

How you are expected to behave

You are a guest of the country you are visiting. Dress codes at religious sites, local law, and the instructions of guides and drivers on safety matters are not optional.

A supplier may refuse to carry or accommodate anyone whose behaviour endangers others or causes serious offence. Where that happens the trip ends there, at your cost, and no refund is due.

You are responsible for damage you cause to a hotel room or a vehicle, and it is settled locally.

What we are responsible for

We are responsible for arranging your holiday with reasonable skill and care, and for the acts of the suppliers we appoint in performing what your package includes.

We are not responsible for anything you arrange yourself while travelling, for an activity not in your package, or for loss caused by your own act or omission or by a third party unconnected with the package.

Where we are liable, our liability is limited to the total amount you paid us for the package, except where the law does not allow such a limit — nothing here restricts liability for death or personal injury caused by our negligence, or for fraud.

Complaints

Tell us while you are there. Almost every problem with a hotel, a vehicle or a guide can be fixed the same day, and almost none can be fixed a month later. Call the number on your voucher.

If it is not resolved on the ground, write to sales@packurbag.com within 28 days of returning, with your booking reference and whatever you have — photographs, names, dates.

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.

Governing law

These terms are governed by the laws of India, and the courts at Bengaluru, Karnataka have exclusive jurisdiction.

If any part of these terms is found unenforceable, the rest continues to apply.