Effective Date: 8 September 2026 Last Updated: 8 September 2026
This Refund & Cancellation Policy applies to all domestic and international, Individual/FIT and Group tour bookings made with Prime Vistaa Holidays ("Company", "we", "us", "our") through primevistaa.com, our office, or our representatives. It should be read together with our Terms & Conditions and Payment Policy, which it supplements and does not replace.
1. How to Cancel a Booking
Cancellations are accepted only in writing, sent to:
Email: cancellation@primevistaa.com Business Hours: Monday–Friday, 10:00 AM – 6:00 PM IST
Requests received outside business hours or on public holidays are treated as received on the next working day. Phone calls, WhatsApp messages, or verbal requests are not valid cancellations until confirmed in writing by our team. The cancellation date used for calculating charges is the date we receive your written intimation, not the date you decide to cancel.
2. Cancellation Charges (Traveller-Initiated)
Where you cancel a confirmed booking for personal reasons, charges are calculated as a percentage of the total package cost, based on how many days before departure we receive your written notice:
| Timeline Before Departure | Cancellation Charges |
|---|---|
| More than 30 days | Flat service fee of ₹500 per person |
| 15 – 29 days | 15% of total package cost |
| 08 – 14 days | 30% of total package cost |
| 04 – 07 days | 50% of total package cost |
| 0 – 03 days / No-Show | 100% of total package cost (No Refund) |
These slabs apply to the base package cost. Certain components are governed by separate, stricter rules (see Section 3).
3. Components That Are Always Non-Refundable
Regardless of when you cancel, the following are non-refundable, as they are paid to or held by third-party suppliers outside our control:
- Flight tickets once issued — governed entirely by the airline's own fare rules and cancellation charges.
- Visa fees, processing charges, and embassy/biometric appointment fees — non-refundable once the application is submitted or processing has commenced.
- Travel insurance premiums — non-refundable once the policy is issued.
- Non-refundable hotel, resort, or cruise deposits flagged as such at the time of booking.
- GST and payment gateway convenience charges already remitted.
- TCS (Tax Collected at Source) on international bookings — this is remitted to the Government and cannot be refunded directly by us; you may claim it against your annual Income Tax return via Form 26AS.
- Peak-season / blackout-date bookings (Diwali, Christmas, New Year, long weekends, and similar high-demand periods) — typically 100% non-refundable once confirmed, or governed by the specific hotel's own policy, whichever is stricter.
Where a specific hotel, cruise line, or DMC applies its own non-refundable surcharge, that supplier condition supersedes the standard slab in Section 2.
4. Date Changes & Rescheduling
Any request to change your travel dates or modify a confirmed itinerary is treated as a cancellation of the existing booking and a fresh booking, subject to availability, current pricing, and any fare or rate difference — unless we state otherwise for your specific package in writing. Rescheduling requests should also be made in writing to the cancellation email above.
5. Unused Services
No partial refund or credit is given for services included in your package but not used during the trip — for example, missed transfers, unused meals, unvisited sightseeing, or an early check-out you choose to take. This is because these services are typically pre-paid or block-booked with suppliers regardless of individual usage.
6. Cancellations Due to Force Majeure
Where a trip cannot proceed due to circumstances beyond anyone's reasonable control — natural disasters, pandemics, war, civil unrest, strikes, or government-imposed travel restrictions or border closures — the standard slab in Section 2 does not apply. Instead:
- We will make reasonable efforts to recover the maximum possible amount from our suppliers on your behalf, though most suppliers issue a credit note/travel voucher rather than a cash refund, and we cannot guarantee otherwise.
- You will typically be offered, in order of preference: (a) rescheduling to a new date, (b) a credit note valid for 12 months, or (c) a cash refund limited to what is actually recovered from suppliers.
- Amounts already confirmed as non-recoverable by third parties (visa fees, non-refundable deposits, issued non-refundable tickets) remain non-refundable.
- Processing such refunds/credits typically takes 21 to 45 working days, longer than routine cancellations, due to international supplier reconciliation.
We strongly recommend all travellers purchase comprehensive travel insurance to cover losses that fall outside what we or our suppliers are able to recover.
7. How Refunds Are Processed
- Approved refunds are credited back to the original mode of payment used at booking.
- Standard (traveller-initiated) cancellation refunds are processed within 14 to 21 working days after the refundable amount is confirmed with suppliers.
- Force majeure-related refunds/credits are processed within 21 to 45 working days (see Section 6).
- Refunds are not issued in cash, to a different bank account, or to a different payment card than the one originally used, except where the original payment method is no longer available — in which case we will request additional verification before processing.
8. Company-Initiated Cancellations
If we are unable to operate a confirmed tour for reasons attributable to us (e.g., insufficient group size for a group departure, or an operational reason within our control), we will offer you a full refund of amounts paid to us, or, at your choice, rescheduling to an alternate date or an equivalent package, without deduction of our own cancellation charges. This does not cover amounts already non-recoverable from third-party suppliers (Section 3), which remain governed by those suppliers' own terms.
9. Group Bookings
For group tours, cancellation by one or more members of a group booking is calculated individually per traveller, using the slab in Section 2, based on the per-person package cost. Cancellation by one member does not entitle other members of the same group to any adjustment, unless minimum group size requirements are affected, in which case we will inform the remaining travellers of any resulting price revision.
10. How to Raise a Refund Query
If you believe a refund is delayed or incorrectly calculated, contact our support team with your booking reference:
Email: cancellation@primevistaa.com Escalation (Grievance Officer): See our Grievance Redressal Policy for escalation contacts and timelines.
11. Governing Law
This Policy is governed by the laws of India, and any disputes arising from it are subject to the exclusive jurisdiction of the courts at Kolkata, West Bengal, without prejudice to any statutory consumer forum available to you under applicable law.
Prime Vistaa Holidays 83 S P Mukherjee Road, Kolkata 700026, West Bengal, India Phone: +91 74394 22239