Terms shown before booking

Each offer must display whether it is refundable, the cancellation deadline and supplier timezone, applicable deductions or no-show charge, excluded components, amendment rules, platform or payment fees, and who decides the refund. A general promotion cannot override the specific terms accepted at confirmation.

A term described only after payment, a hidden fee, or a misleading urgency or availability message must not be used to reduce a customer’s lawful remedy.

Supplier-direct referrals

Where the customer booked and paid the supplier directly, cancellation and refund requests are decided and paid by that supplier under the confirmed terms and applicable law. Mandyal Travels can transmit or support a complaint but cannot return money it did not receive or control.

Platform-facilitated bookings

Where Mandyal Travels facilitated payment, the customer may submit the request through the platform. Mandyal Travels will record the request, apply the displayed rule, obtain supplier confirmation where the supplier controls eligibility, and communicate the decision and available escalation.

Supplier approval is not required where law, the confirmed terms, a duplicate or unauthorized payment, a platform error, or a supplier’s failure to provide the confirmed service independently establishes the customer’s remedy.

Supplier cancellation, disruption, and no-show

If the supplier cancels or materially fails to provide a confirmed service, available remedies may include a comparable replacement accepted by the customer, travel credit voluntarily accepted by the customer, partial refund, or full refund as required by the confirmed terms and applicable law. Credit must not be forced where a refund is legally due.

A customer no-show or late cancellation is handled under the displayed rule, except where law or documented exceptional circumstances require a different review.

Refund authorization and settlement

When a supplier-controlled refund is approved in writing, Mandyal Travels will initiate the facilitated refund after receiving the supplier funds or applying an authorized settlement adjustment, unless Mandyal Travels is independently required to refund sooner. The customer should receive a refund reference or a clear explanation of any unresolved dependency.

Supplier contracts must authorize recovery or set-off of customer refunds, chargebacks, and service failures from amounts payable to that supplier, subject to applicable law. Supplier settlement must not be treated as final while a linked refund or material dispute remains unresolved.

Method, timing, and fees

Approved refunds should return to the original supported payment method where possible. Bank and payment-provider processing time begins after initiation and must be communicated as an estimate, not a guarantee. Mandyal Travels must publish the actual operational review and payment timelines before commercial launch.

Any non-refundable platform fee must be separately disclosed before payment and must remain subject to mandatory consumer rights. A customer will not receive duplicate recovery through both a refund and a chargeback for the same amount.

Disputes and evidence

The customer and supplier may be asked for the confirmation, communications, cancellation timestamp, service evidence, incident report, or payment record. Reviews must be impartial, access-controlled, and documented. A rejected request must state the applicable reason and escalation path.

Contact Jasveer Singh, Director and Grievance Officer, at support@mandyaltravels.com or +91 80693 77940. Include the booking reference, the supplier name, a description of the issue, and any supporting records. Do not send passwords, one-time codes, or full payment-card details.