Refund Policy
This Refund Policy explains when Travelo refunds money you pay on heytravelo.com and in the Travelo iOS and Android apps. It applies with our Terms and Cancellation Policy.
The feed, posts, messages, and free trip guides are free. This policy covers paid trip guides, paid Circle events and plans, local experiences, hotel or other supplier bookings we process, subscriptions, and business advertising.
The price and the refund rules for a booking are shown before you pay. Those checkout terms control that purchase, except where the law gives you a stronger right.
1. How to ask for a refund
Email support@heytravelo.com from the address on your Travelo account. Include your username, the booking or payment reference, the amount, the date, and a short reason.
2. Charges we always refund
- A payment taken twice for the same order.
- A payment that succeeded but the booking, guide, or ad credit was never delivered.
- A charge we made in error, or a charge after you had already cancelled inside the free-cancellation window.
- A paid event, experience, or booking that the host, hotel, or Travelo cancels, when you do not accept another confirmed option.
Approved refunds go back to the original payment method (card, UPI, net banking, wallet, or app store).
3. Paid trip guides
A paid guide is digital content. If we never grant access, or the guide is removed for safety before you can use it, we refund the full amount.
Once the full guide is unlocked in your account, we do not refund a change of mind. We refund if the guide is materially not what was described and you write to us within 7 days of purchase, before you have used most of it.
4. Circle events and plans
- Flexible — full refund if you cancel at least 48 hours before the start time.
- Standard — full refund if you cancel at least 7 days before the start; 50% refund if you cancel inside those 7 days but before the start.
- Strict — not refunded after you pay, unless the host or Travelo cancels the event.
5. Local experiences
Each experience shows its own terms before payment. If you cancel inside the free-cancellation window on that listing, we refund the amount the listing promises. A common window is a full refund when you cancel at least 24 hours before the start.
If the host cancels, does not show up, or the experience cannot take place for a reason that is not your fault, we refund what you paid Travelo for that booking.
6. Hotels and other supplier bookings
When Travelo takes payment, the rate rules shown before you pay decide the refund. A non-refundable rate is not refunded if you cancel or do not arrive, unless the supplier or the law requires it. A free-cancellation rate is refunded in full if you cancel before the deadline shown at checkout.
Some hotel pages are information only. They are not a Travelo booking, and no Travelo refund applies.
7. Subscriptions
Subscriptions bought on Google Play or the Apple App Store are billed by that store. Cancel renewal in the store. You keep access until the end of the period you already paid for. Unused time in a period that has started is not refunded by Travelo, except where Google or Apple refunds it under their rules.
8. Business advertising
Charges for ad delivery that already happened are not refunded. Unused prepaid balance can be refunded if you email support. If a campaign fails because of a Travelo error, we refund the unspent amount or re-run it.
9. Timing
We review eligible requests within 5 business days. After approval, your bank, UPI app, card issuer, Razorpay, Apple, or Google usually shows the refund within 5 to 10 business days. Refunds use the same currency as the charge.
10. What we do not refund
- Change of mind after a digital guide is unlocked, or after a strict or non-refundable booking.
- No-shows, late arrival, or cancellation after the free-cancellation deadline.
- Costs you paid outside Travelo, such as visas or flights booked elsewhere.
- Accounts suspended for breaking the Terms, where the paid item was already delivered.
This policy does not limit rights under the Consumer Protection Act, 2019, or any other law that cannot be waived. Disputes follow the laws of India, as stated in our Terms.
11. Contact
Email: support@heytravelo.com · Cancellation Policy · Terms