Cancellation, Amendment & Refund Policy

1. Booking Confirmation & Advance Payment

A booking shall be considered confirmed only upon receipt of the required advance payment. The company reserves the right to release unconfirmed bookings without prior notice. All payments made towards booking confirmation are subject to the cancellation terms mentioned below.

2. Cancellation Policy

All cancellation requests must be submitted in writing via email or official communication channels. Cancellation charges will be calculated based on the total package cost and the date on which the written cancellation request is received by the company.

Cancellation Charges

3. Non-Refundable Components

The following components shall be strictly non-refundable once confirmed:

• Flight/train tickets (if applicable)
• Visa fees
• Permit charges
• Peak season hotel bookings
• Houseboat bookings during high season
• Adventure/activity tickets
• Any special event or festive season supplement
• Service fees, processing fees, and convenience charges

The company reserves the right to deduct supplier-imposed cancellation charges in addition to the above retention charges wherever applicable.

4. Amendment / Rescheduling Policy

Any amendment, modification, postponement, or rescheduling request must be submitted in writing and shall be subject to availability and supplier approval. The company does not guarantee acceptance of amendment requests after booking confirmation. Any fare difference, seasonal surcharge, hotel rate revision, transport cost escalation, or supplier-imposed amendment fee shall be payable additionally by the client/agent. Amendments requested within 30 days of arrival may be treated as a cancellation and rebooking at the sole discretion of the company.

5. No Show Policy

Failure of the guest/client to arrive, utilize booked services, or join the tour on the scheduled date without prior written intimation shall be treated as a “No Show”.

In such cases:

• 100% of the total booking amount shall be forfeited
• No refund, amendment, or credit note shall be applicable
• Unused services, early departures, or missed sightseeing tours shall not qualify for any refund.

6. Force Majeure / Unforeseen Circumstances

Poise Travel and Tourism shall not be held liable for any cancellation, delay, alteration, loss, or additional expense arising due to circumstances beyond the company’s control, including but not limited to:

• Natural disasters
• Floods, snowfall, landslides, road blockages
• Political unrest, strikes, curfews
• Flight cancellations or operational disruptions
• Pandemic-related restrictions
• Government orders or travel advisories

Under such circumstances:

• Refunds, if any, shall strictly depend upon recoveries received from hotels, transporters, and other suppliers.
• Administrative, processing, and operational charges shall remain non-refundable.
• The company reserves the absolute right to alter itineraries in the interest of guest safety and operational feasibility.

7. Refund Policy

Eligible refunds, if any, shall be processed within 30–45 working days from the date of cancellation confirmation. Refund timelines are subject to receipt of funds from respective suppliers/vendors. Refunds shall be processed only through the original payment mode unless otherwise agreed in writing. Bank charges, payment gateway fees, foreign exchange fluctuations, and transaction charges shall be deducted from the refundable amount.

8. Pricing & Supplier Protection Clause

All package rates are dynamic and subject to availability at the time of confirmation. In case of sudden supplier tariff revisions, fuel hikes, government taxes, or hotel policy changes, the company reserves the right to revise package pricing prior to final confirmation. Confirmed bookings shall remain protected unless impacted by force majeure or supplier default.

9. Jurisdiction

Any dispute arising in relation to bookings, payments, or services shall be subject to the jurisdiction of courts located in Srinagar, Jammu & Kashmir only.

10. Hotel Damage & Liability Clause

Any loss, damage, breakage, theft, or misuse of hotel/houseboat property caused by guests shall be the sole responsibility of the guest and/or the booking agent. Charges imposed by the hotel/houseboat management for damages, excessive cleaning, missing items, or misconduct must be settled directly by the guest or agent before check-out. Poise Travel and Tourism shall not be held liable for disputes arising between guests and hotel management regarding damages or conduct. The company reserves the right to recover any unpaid damage charges from the booking agent in case the guest departs without settlement.

11. Guest Conduct Policy

Guests are expected to maintain respectful and lawful behavior throughout the tour. Any misconduct including but not limited to:

• Abuse towards staff/drivers/hotel employees
• Illegal activities
• Consumption of prohibited substances
• Damage to public or private property
• Disturbance to other guests

May result in immediate termination of services without any refund. Any fines, penalties, legal consequences, or damages arising due to guest behavior shall be borne entirely by the guest and/or (b2b) booking agent. The company reserves the right to deny services to intoxicated, abusive, or disruptive guests if deemed necessary for operational safety.

12. Payment Default Clause

All payments must be cleared within the agreed timeline prior to guest arrival unless otherwise approved in writing. Failure to clear pending dues may result in:

• Release of hotel bookings
• Suspension of services
• Denial of check-in/check-out assistance
• Cancellation of transport arrangements without further liability on the company.

In case of delayed payments:

• The company reserves the right to levy interest/late payment charges.
• Any supplier penalties arising due to delayed payment shall be recoverable from the booking agent/client.
• Vouchers and confirmations issued prior to full payment shall remain provisional until payment realization.

13. Peak Season / Blackout Cancellation Policy

The following periods shall be treated as Peak Season / Blackout Dates:

• Christmas & New Year
• Eid Holidays
• Long weekends
• National holidays
• Heavy snowfall periods
• Festival dates
• Any dates specifically notified by the company

During these periods:

• Hotel bookings, transport services, and houseboats may carry stricter cancellation terms imposed by suppliers.
• Certain bookings may become completely non-refundable immediately after confirmation.
• Advance payments during blackout periods may be non-transferable and non-adjustable.
• The company reserves the right to apply special cancellation policies for peak dates irrespective of the standard cancellation policy mentioned above.

14. Kashmir Weather / Snowfall Disclaimer

Kashmir is a weather-sensitive destination and operations may be affected due to:

• Snowfall
• Landslides
• Road closures
• Avalanches
• Traffic restrictions
• Flight disruptions
• Government-imposed movement restrictions

Poise Travel and Tourism shall not be responsible for:

• Non-availability of sightseeing
• Gondola closure
• Missed flights/trains
• Route diversions
• Hotel changes caused by weather conditions
• Delay or cancellation of activities due to snowfall or road blockage

Additional expenses arising due to:

• Extra hotel nights
• Alternative transport
• Route changes
• Vehicle chain charges during snow
• Flight rescheduling

Shall be borne directly by the guest/client. No refund shall be applicable for unused services caused due to weather conditions or government restrictions beyond operational control.

15. Supplier Substitution Clause

In case any confirmed hotel, houseboat, or transport provider becomes unavailable due to operational reasons, overbooking, weather conditions, maintenance, or force majeure, the company reserves the right to provide a similar category alternative without prior liability. Every effort shall be made to maintain service standards and comfort levels.

16. B2B Confidentiality Clause

All contracted rates, quotations, and pricing shared with agents/partners are strictly confidential and intended solely for B2B business use. Redistribution of net rates directly to suppliers, competitors, or unauthorized third parties is strictly prohibited. The company reserves the right to terminate business relationships in case of rate misuse or breach of confidentiality.