Cancellation & Refund Policy

This policy explains how cancellations and refunds work for travel booked with Rise & Shine Co (“Rise & Shine Travels”, “we”, “us”) — flights and hotels booked on this website, and tours, cruises, visa assistance and other services we arrange for you offline. It forms part of our Terms & Conditions.

We are a travel agent. We book on your behalf with airlines, hotels and travel suppliers, so what you get back is governed first by the airline’s fare rules or the hotel rate’s cancellation policy — both of which are shown to you on this website before you pay. We cannot refund more than the supplier releases to us.

The short version

• The airline’s fare rules or the hotel rate’s cancellation policy decide what is refundable. Non-refundable means non-refundable.
• If we take your money and the booking does not get confirmed, you are refunded in full, automatically. That is the one case where nothing at all is deducted.
• Every refund is paid back to the same payment method you paid from. We cannot pay a refund to a different card, account or person.
• Our service fee is included in the fare we quote you and is not refundable once a ticket or booking has been issued.
• Once we release a refund it usually reaches your bank in 5–7 working days. Where an airline or hotel has to release the money to us first, that step takes longer — see the timelines below.

Flights

Air tickets are sold on the airline’s terms. Before you pay, the flight you selected shows whether the fare is refundable or non-refundable, the airline’s cancellation and date-change penalties, and the airline’s full fare rules. Those are the conditions you are buying.

• How to cancel. Air tickets cannot be cancelled from your account. Write to info@riseandshinetravel.com or call +91 88660 10022 with your booking reference and PNR, and we will cancel with the airline. Send the request well before departure and within our working hours (Monday – Saturday · 10:00 AM – 7:00 PM) — a request that reaches us after the flight has departed is a no-show, and a no-show is normally worth nothing back.
• What is deducted. The airline’s cancellation charge for that fare, any statutory charge the airline applies, our service fee, and taxes on those charges where applicable. The balance is your refund. On a date change you pay the airline’s change fee plus any difference in fare, and our service fee is charged again on the new booking.
• Non-refundable fares. Nothing comes back from the fare itself. Some airlines will still release certain statutory taxes and user development fees on cancellation; where they do, we pass that on. Where they do not, there is no refund.
• If the airline cancels or reschedules. We pass on the full amount the airline releases, without deducting a cancellation charge. If the airline only offers a credit shell, voucher or rebooking rather than money back, that is what we can pass on, and we will tell you plainly which one it is.
• Timeline. Airlines refund to us first. Once we file the cancellation, airlines commonly take 15–45 days to release the amount, and longer for international and low-cost carriers. We pass it on to you within 5 working days of receiving it, and it then takes 5–7 working days to appear in your account.

Hotels

Every room rate on this site is labelled refundable or non-refundable, and a refundable rate shows the cancellation deadline and the charge that applies after it — both taken from the hotel’s own policy at the moment you book.

• How to cancel. Sign in and cancel the booking from your account, or contact us and we will do it for you. Cancelling raises a request with the hotel; the booking is cancelled when the hotel confirms it, and we will confirm that to you.
• What is deducted. Exactly what that rate’s cancellation policy states, plus our service fee. Cancel before the deadline shown and the hotel’s charge is usually nil; cancel after it, and the charge can be one night or the whole stay.
• Non-refundable rates and no-shows. Nothing is refundable, at any point, including if you do not arrive or leave early. This is the trade-off for the lower price on those rates.
• Deadlines are in UTC. The cancellation deadline we show is the supplier’s, in UTC, not local time at the hotel. If you are close to it, cancel early rather than exactly on time.
• Timeline. Once the hotel confirms the cancellation and releases the amount, we refund within 5 working days, and it reaches your account in 5–7 working days after that.
• Problems at the hotel. If the hotel cannot honour a confirmed booking, tell us the same day. We will get you an alternative or a refund of what the supplier releases — but a complaint raised after check-out is very difficult to recover anything on.

If you paid and the booking did not go through

• Payment taken, ticket or booking not issued. We refund it in full, automatically, without you asking, and email you the refund reference. If that automatic refund fails for any reason, our team is alerted and settles it manually. You are never left paying for a booking you did not get.
• Payment failed or you closed the payment window. That money never reaches us. Your bank reverses it on its own, usually within 5–7 working days. Do not pay again for the same trip until you have checked with us — contact us and we will confirm whether anything was captured.
• Charged twice. Send us both payment references. Duplicate payments are refunded in full, in the same way.
• Payment succeeded but you did not receive a confirmation. Do not assume it failed. Contact us with the payment reference — we can check the booking directly with the airline or hotel before anything is cancelled or rebooked.

Tour packages, cruises, visas and other arranged travel

Packages, group tours, cruises, car rentals, insurance and visa assistance are quoted and confirmed individually, not bought online here. The cancellation terms for those are set out in the quotation or invoice we send you, and they are what apply.

• Booking deposits are normally non-refundable, because hotels, cruise lines and ground operators charge us the moment a booking is confirmed.
• Cancellation charges usually increase the closer you get to departure, and are commonly 100% inside the final weeks. Your quotation states the slabs.
• Visa, embassy, consular and biometric fees are never refundable — not by us and not by the mission — whether the visa is granted, refused or withdrawn. A visa decision is made by the authorities of that country alone; we have no influence over it and a refusal is not a service failure on our part. Our own visa service charge is refundable only if we have not yet begun work on the file.

Our service fee

Our service fee is included in the fare you are quoted rather than added on at the end, so the price you see is the price you pay. It covers the work of making, issuing and supporting the booking, and once a ticket or booking has been issued that work is done, so it is not refundable on a customer cancellation or a no-show. It is returned in full when the booking fails, when we cancel something in error, or when you are refunded because we could not deliver the service.

How refunds are paid

• Refunds go back to the original payment method, against the original order. We do not pay refunds in cash, to a different card or account, or to anyone other than the person who paid.
• We refund the amount actually received against that payment. Where an offer, cashback or bank discount meant you paid less than the ticket price, the refund is worked out on what was actually charged.
• The final leg is your bank’s. Once we release a refund, the 5–7 working days it takes to appear, and the way it is shown on your statement, are outside our control.

How to raise a cancellation or refund

Email info@riseandshinetravel.com, or call +91 88660 10022 or +91 79 2329 7232 during Monday – Saturday · 10:00 AM – 7:00 PM. Include your booking reference or PNR, the lead passenger’s name, the travel date and what you would like us to do. A request is acted on from the time it reaches us in writing, so email is the safest record.

We acknowledge cancellation and refund requests within 2 working days and tell you exactly what the airline or hotel will release before anything is cancelled, wherever their rules allow us to check first. If you are unhappy with how a refund has been handled, write to us at the same address marking it “Grievance” and it will be reviewed by the agency’s management; you can also write to us at 404, 4th Floor, Setu Square Complex, Opp. Sona Cross Road, New C G Road, Chandkheda, Ahmedabad-382424, Gujarat (India).

Changes to this policy

We may update this policy from time to time. The version in force when you made your booking is the one that applies to it, and the “last updated” date above will change whenever this page is revised.