Refund Policy

Welcome to VILFLY Online Portal

Refund & Cancellation Policy

Effective Date: 2025

At VILFLY, we aim to provide transparent and convenient travel booking services. This Refund & Cancellation Policy explains the conditions under which cancellations, amendments, and refunds may be requested for bookings made through our platform.

Refund and cancellation eligibility may vary depending on the airline, hotel, tour operator, holiday package provider, fare type, booking type, and applicable supplier policies.

Customers are advised to carefully review the applicable cancellation and refund conditions before completing a booking.

1. Flight Bookings

Refund Eligibility

Refund eligibility for flight bookings depends on the fare rules and cancellation policy of the applicable airline.

• Some flight tickets may be fully refundable, partially refundable, or non-refundable.
• Refundable amounts may be subject to airline cancellation charges, applicable taxes, service charges, and other deductions.
• Certain taxes or government charges may be refundable even when the base fare is non-refundable, subject to the airline's rules.
• Promotional, discounted, special, or restricted fares may have different cancellation and refund conditions.
• Refunds for airline cancellations or schedule changes will be handled according to the applicable airline policy and regulatory requirements.

Cancellation Requests

Cancellation requests should be submitted through the available VILFLY support channels as soon as possible.

Customers should provide:

• Booking reference/PNR
• Traveller/passenger name
• Contact details
• Requested cancellation details

A cancellation request does not automatically guarantee a refund. The final refundable amount will be determined after applying the applicable airline fare rules and charges.

Refund Processing

Once the refund is approved and processed by the applicable airline or service provider, VILFLY will initiate the eligible refund to the original payment method, where applicable.

Refund processing may generally take 7–21 business days or longer depending on the airline, payment gateway, banking institution, and other service providers involved.

2. Hotel Bookings

Refund Eligibility

Hotel refund eligibility depends on the property's cancellation policy and the type of rate booked.

Bookings may be:

• Fully refundable
• Partially refundable
• Non-refundable
• Refundable only before a specified cancellation deadline

The applicable cancellation conditions displayed at the time of booking will govern the cancellation.

Cancellation Deadline

Customers must submit cancellation requests before the cancellation deadline specified in their booking confirmation.

Cancellation requests received after the applicable deadline may result in:

• Partial refund
• Full cancellation charges
• One-night cancellation charge
• Complete loss of the booking amount

The exact charges depend on the hotel's policy.

No-Show Policy

If a traveller does not check in on the scheduled date without cancelling the reservation within the applicable cancellation period, the booking may be treated as a No-Show.

Generally, no refund will be provided for a no-show unless the applicable hotel or accommodation provider specifically allows a refund.

3. Holiday Package Bookings

Holiday package cancellation and refund conditions depend on the package inclusions and the cancellation policies of the respective service providers.

Cancellation charges may apply to:

• Hotels
• Flights
• Transfers
• Sightseeing
• Activities
• Tour operators
• Transportation services
• Other services included in the package

Because holiday packages may consist of multiple services, a cancellation may result in different refund rules for different components.

The applicable refund amount will be calculated after deducting non-refundable components and applicable cancellation or service charges.

4. VILFLY Service & Booking Fees

VILFLY may charge service, convenience, processing, or booking fees for certain transactions.

Unless otherwise stated:

• VILFLY service fees are non-refundable.
• Booking or convenience fees may not be refundable even when the underlying travel service is refundable.
• Cancellation handling or administrative charges may apply where applicable.
• Payment gateway or transaction charges may be non-refundable where permitted.

Any applicable charges will be communicated or displayed during the relevant booking or cancellation process.

5. Partial Refunds

In cases where only part of a booking is cancelled, the refund amount may depend on the individual supplier's rules.

For example, where applicable:

• One passenger may be cancelled while others continue travelling.
• One hotel night may be cancelled while other nights remain confirmed.
• One component of a holiday package may be cancelled while other services remain active.

The refundable amount will be determined based on the applicable supplier terms and the services actually cancelled.

6. Airline or Hotel Cancellation

If an airline, hotel, or other travel service provider cancels a confirmed service, the available options may include:

• Refund
• Rebooking
• Rescheduling
• Alternative service

The available option will depend on the applicable supplier's policy and the circumstances of the cancellation.

Where a supplier authorizes a refund, VILFLY will process the eligible amount in accordance with the supplier's instructions and applicable payment procedures.

7. Force Majeure

Force majeure events are circumstances beyond the reasonable control of VILFLY or the applicable travel service provider.

These may include:

• Natural disasters
• Severe weather conditions
• Pandemics or epidemics
• War or civil unrest
• Government restrictions
• Strikes
• Airport closures
• Travel bans
• Changes in government regulations
• Other unforeseen circumstances

Refunds are not automatically guaranteed in such circumstances.

Where the airline, hotel, tour operator, or other supplier provides a refund, credit, rescheduling option, or alternative arrangement, VILFLY will assist the customer in accordance with the applicable supplier policy and applicable law.

8. Refund Method

Where a refund is approved, it will generally be processed through the original payment method used for the booking.

Depending on the payment method, the refund may be credited to:

• Original debit/credit card
• Bank account
• UPI/payment method
• Other eligible payment method

The time taken for the amount to appear in the customer's account depends on the payment gateway and banking institution.

9. Refund Processing Time

After approval and receipt of the refundable amount from the applicable supplier, VILFLY generally aims to process eligible refunds within 7–21 business days.

However, the actual time may vary depending on:

• Airline or hotel processing time
• Supplier approval
• Payment gateway processing
• Banking timelines
• Public holidays
• International payment processing
• Other circumstances outside VILFLY's reasonable control

Customers may contact our support team if the expected refund has not been received after the applicable processing period.

10. How to Request a Refund or Cancellation

To request a cancellation or refund, please contact VILFLY through our support channels.

Please provide the following information:

• Booking reference/PNR
• Traveller/passenger name
• Registered email address
• Registered mobile number
• Date of booking
• Service booked
• Reason for cancellation/refund request

Refund & Cancellation Email: info@vilfly.com

Our support team may request additional information or documents where required to process the request.

11. Important Conditions

• A refund request does not guarantee approval of a refund.
• Refund eligibility is determined according to the applicable supplier's terms and conditions.
• Non-refundable bookings may not qualify for a refund.
• Cancellation charges may vary depending on the timing of the cancellation.
• Any applicable service, convenience, administrative, or supplier charges may be deducted from the refundable amount.
• Customers should not assume that a booking has been cancelled until they receive confirmation from VILFLY or the relevant service provider.
• Refunds may take additional time due to airline, hotel, payment gateway, or banking processes.

12. Policy Updates

VILFLY may update this Refund & Cancellation Policy from time to time to reflect changes in our services, supplier policies, payment procedures, or applicable laws and regulations.

The latest version will be published on this page along with the applicable effective date.

13. Contact Us

For cancellation, refund, or booking-related assistance, please contact:

VILFLY

Phone: +91 9081595985
Email: info@vilfly.com

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