Cancellation, Modification and Refund Policy

The Booking Lead must send a written request to hello@waig.in, the official WhatsApp number or another cancellation channel stated in the Booking confirmation, using the contact details recorded for the Booking. The request must include the Booking number, Traveller name, departure date, requested action and reason. It becomes effective when received by WAIG, not when sent, and remains subject to identity verification. WAIG will acknowledge the request in writing.

A request made to a Service Provider, travel agent, employee's personal number or social-media account does not cancel the Booking unless WAIG confirms it in writing. If urgent assistance is required during travel, the customer should also use the emergency or support contact supplied with the Booking.

Subject to applicable law, the following may be deducted when calculating a refund outside the minimum refund stated in Section 2: non-refundable airline, hotel, activity, transport or insurance charges; genuine amendment or cancellation charges; statutory taxes or government charges already remitted and not recoverable; payment reversal costs actually incurred; and reasonable WAIG costs directly attributable to curation and cancellation.

A deduction must not be duplicated, must bear a reasonable relationship to the cost or loss arising from the cancellation and will not apply where the underlying failure was caused by WAIG. Nothing in this Policy permits an unfair contract term or excludes a mandatory consumer remedy.

A Traveller who fails to report on time or does not use a confirmed flight, room, transfer, activity or other service without an accepted prior cancellation is treated as a no-show for that service. The charge is ordinarily 100% and no contractual refund is due, subject to any amount recovered from the Service Provider and any non-excludable right.

No refund is ordinarily due for a service voluntarily left unused after travel begins, late arrival, early departure, denial of service caused by missing documents or Traveller misconduct, or a missed connection caused by the Traveller. This does not apply where WAIG or the responsible Service Provider caused the failure and the customer has a legal remedy.

A request to change travel dates, a Traveller, package, travel mode or other confirmed detail is subject to availability and Service Provider conditions. If WAIG accepts it, the customer must pay the fare or rate difference, supplier charges and a WAIG amendment fee of INR 5,000 or 5% of the package price, whichever is higher. WAIG will disclose the amount before making the change.

If an amendment cannot be implemented and the customer does not proceed with the original Booking, the request will be treated as a customer cancellation received on that date. The amendment fee does not apply to a correction of WAIG's error or a change initiated by WAIG.

If WAIG cancels a confirmed Booking for a reason within its reasonable control, or makes a material change within its control that the customer reasonably declines, WAIG will offer a comparable alternative accepted by the customer or refund the amount paid for the affected service without a WAIG cancellation charge. This is subject to any additional remedy required by law.

A change is material if it substantially alters an expressly confirmed essential feature of the Booking. A reasonable change of route, timing, hotel or activity to a comparable alternative, made for operational or safety reasons, is not necessarily material.

A Gift Voucher is non-refundable, cannot be exchanged for cash and must be redeemed only through waig.in within 180 days of purchase. A person presenting a valid unused voucher code may use it, and the purchaser is responsible for sharing and safeguarding the code. WAIG will not extend, reissue or replace a voucher that is lost, disclosed, expired or remains unused after 180 days. The 20% Early Cancellation Refund does not apply to the purchase of a Gift Voucher.

Once a Gift Voucher is redeemed against a Booking, cancellation of that Booking is governed by this Policy. Unless applicable law requires otherwise, the portion of a contractual refund attributable to redeemed voucher value will not be paid in cash, restored, reissued or replaced. Nothing in this Section excludes a mandatory remedy, including where WAIG cancels or invalidates the voucher or fails to provide a confirmed service without customer fault.

WAIG will communicate the refund calculation and initiate an approved refund to the original payment method, or another verified method where necessary, ordinarily within 7 to 10 business days after approval. The customer's bank, card network or payment provider may take additional time to credit the amount. WAIG is not responsible for that external processing period but will provide reasonable transaction assistance.

A refund is not approved merely because a request was submitted. WAIG may request information needed to verify the customer, transaction, supplier status and entitlement. Refund processing will not be unreasonably withheld or delayed.