Cancellation, Rescheduling & Refund Policy

Your trip organizer sets the cancellation schedule for their trip. The schedule below is the default that applies when an organizer has not set their own. The schedule that governs your booking is the one that was displayed on the trip page and at checkout.

We store that schedule against your booking when you pay, so an organizer changing their trip afterwards cannot change what you were promised. Ghumooz holds your money and processes the refund; the terms are the organizer’s.

Cancellations are counted from the trip’s departure date, in whole days. The percentage applies to what you have actually paid so far — if you paid a deposit only, it applies to the deposit.

A cancellation 30 or more days before departure is refunded in full, less a 2.5% payment-processing fee. The gateway does not return its fee when a payment is refunded, so that much is retained. Below 30 days the published percentage is what you receive, with nothing deducted on top.

If the organizer cancels. If the organizer cancels the trip, you are refunded everything you paid, with no processing fee deducted — the cancellation was not your decision. The organizer is charged liquidated damages of 10% of the booking value, unless the cancellation was caused by circumstances outside their control.

Cancel from My Trips. Before you confirm, the screen shows you the exact amount you will get back, calculated from the schedule stored on your booking — not an estimate.

If anything about that figure looks wrong, contact Ghumooz support before confirming — we hold the money and process the refund.

We initiate approved refunds to the original payment method. Once initiated, how long it takes to appear depends on your bank or card issuer, which is outside our control — typically several working days.

We do not promise a settlement date, because we cannot control one. What we can tell you is where your refund is: My Trips shows the state of it, and support can give you the payment reference to quote to your bank.

One limitation, stated plainly. Funds for a departed or settled trip may already have been released to the organizer. Where that has happened, a self-service refund is not available and the request has to be handled by support, who will pursue it with the organizer. We would rather tell you this here than at the point you need it.

Moving to a different departure is not an automatic right — it depends on availability and on what the operator can accommodate. Ask through My Trips or support. Where a move is possible, any difference in price is payable or refundable as part of the change.

If a move is not possible, you can cancel under the schedule above instead. Asking about a reschedule does not pause the cancellation clock: the percentage is calculated from the date you actually cancel.

If the trip does not run, or changes in a way that would have changed your decision to buy — the dates move, the itinerary loses something you booked it for — you may cancel and receive a full refund of everything you have paid. The schedule above does not apply; it governs your change of mind, not ours.

Where the organizer cancels, Ghumooz returns the money it holds. Where costs have already been passed on, support will pursue them with the organizer on your behalf.

A booking you do not travel on and did not cancel is not refundable. If something happened — illness, a bereavement, a missed connection outside your control — contact us. We are not promising an outcome here, because it depends on what the operator can recover, but we would rather you asked.

Contact our Grievance Officer with your booking reference: Manish Tondwal, Head of Trust & Safety, manish@ghumooz.com, 9136729919 (Monday to Friday, 09:00-18:00 IST). We acknowledge within 48 hours and resolve within one month of receipt.

This does not limit any right you have under consumer law, and nothing in this policy takes away a remedy the law gives you.