Refund Policy & Cancellations

1. General

This website with the URL www.westintravel.com (“Website”) is operated by Westn Travel and Forex Private Limited, trading as Westin Travel (“We/Our/Us”).
This Refund Policy (“Policy”) explains how cancellations, amendments, and refunds work for every service We sell — airline tickets, hotel reservations, cruises, holiday packages, travel insurance, and visa assistance.
You are advised to read Our Terms and Conditions along with this Policy. By booking with Us — on this Website, by phone, by email, or at Our office — You agree to be bound by this Policy without modification. If You do not agree, please do not transact with Us.
Please read this Policy before You book, so that You understand Your rights and what You can expect from Us if Your plans change.

2. Definitions

“Business Days” — a day that is not a Saturday, Sunday, public holiday, or bank holiday in India or in the state where Our office is located.
“Customer” / “You” — a person who avails Our services for consideration; this does not include commercial purchases.
“Supplier” — the airline, hotel, cruise line, tour operator, insurer, consolidator, embassy, consulate, or other third party that actually provides the travel service You book through Us.
“Date of Transaction” — the date of invoice of the service, including the date of any renewal processed in accordance with the terms of the applicable service agreement.
“Website” — this website with the URL www.westintravel.com.

3. The Basic Principle: Supplier Rules Govern Refunds

We act as a booking agent. Every reservation We make for You is subject to the fare rules, booking conditions, and cancellation schedule of the Supplier concerned — the airline's fare class rules, the hotel's property policy, the cruise line's cancellation schedule, the tour operator's package terms, or the insurer's policy wording. Those rules decide how much of Your money can come back, and when.
Our own service charges (booking, ticketing, visa handling, documentation, and similar professional fees) are separate from Supplier charges and are non-refundable once the work has been performed, even if the underlying booking is later canceled or refused.
We will always tell You the applicable cancellation terms at the time of booking on request, and We pass on to You whatever refund the Supplier actually releases to Us.
If, due to unforeseen circumstances or limitations on Our side, a confirmed service cannot be provided at all, the order stands canceled and the amount paid by You is refunded.

4. Flights

Airline cancellation charges apply as per the fare rules of the ticket You purchased. Discounted and promotional fare classes usually carry higher cancellation charges, and some fares are wholly non-refundable.
For non-refundable fares, unused government and airport taxes are generally refundable where the airline's rules permit; We will claim these on Your behalf.
If You do not cancel before departure and do not travel (a “no-show”), the base fare is normally forfeited under airline rules; only refundable taxes, if any, can be recovered.
Low-cost carriers (LCCs) typically permit little or no refund on cancellation, often refunding only statutory taxes; full-service airlines generally follow fare-class-based cancellation charges. The airline's own rules prevail in every case.
Date changes, name corrections, and rerouting are treated as amendments (see Section 10) and attract the airline's change fee plus any fare difference.
Refunds for partially used tickets are calculated by the airline on the unused portion under its fare rules; they are often substantially lower than a pro-rata amount.

5. Hotels

Each hotel reservation carries the cancellation policy of the property and rate plan booked. Where the rate allows free cancellation up to a stated cutoff, canceling before that cutoff entitles You to a refund of the room cost as per the property's policy.
Non-refundable and advance-purchase rates carry no refund on cancellation, early checkout, or no-show, regardless of the reason.
A no-show at the hotel is charged as per the property's policy, commonly the first night or the full stay.

6. Cruises

Cruise bookings follow the cruise line's tiered cancellation schedule: the closer the cancellation is to the sailing date, the higher the charge, rising to 100% of the fare near departure. The exact tiers vary by cruise line, itinerary, and cabin category and are stated in the line's booking conditions, which We will share with You at the time of booking.
Deposits paid to hold cruise cabins may be non-refundable as per the cruise line's terms.

7. Holiday Packages

Cancellation charges for holiday packages depend on the type of package booked and are governed by the refund rules of each Supplier whose services make up the package. The exact charges applicable to Your package are stated at the time of booking and confirmed in writing when We receive Your cancellation request.
Where a component of the package (for example, a non-refundable airfare, a peak-season hotel block, a train ticket, or a pre-purchased event ticket) carries a Supplier cancellation charge higher than the package's stated cancellation charge, the higher Supplier charge applies to that component.
Visa fees, insurance premiums, and Our service charges connected to the package are non-refundable in addition to the charges above.

8. Travel Insurance

Travel insurance is issued by the insurer, and refunds of premium are governed solely by the insurer's terms, including any free-look provision the insurer offers for canceling shortly after issuance.
Once the policy period has begun or travel has commenced, premiums are generally non-refundable. Claims under a policy are settled directly between You and the insurer.

9. Visas

Visa fees and Our visa service charges are non-refundable once Your application has been submitted to the embassy, consulate, or visa processing center.
Embassy and consulate fees are never refundable, regardless of the outcome of the application. A visa refusal, delay, or a grant of shorter validity than requested does not entitle You to a refund of these fees.
For Singapore visa applications processed by Us as an Authorised Visa Agent (AVA), the visa fee of ₹2,100 and the service fee of ₹1,300 plus GST are non-refundable once the application has been submitted.
The decision to grant or refuse a visa rests entirely with the government concerned. We assist with documentation and submission and make no representation about the outcome.

10. Amendments vs. Cancellations; Partial Cancellations

An amendment (date change, name correction, rerouting, room-category change, and similar) is not a cancellation. Amendments attract the Supplier's change fee plus any difference in fare or rate, and may attract Our service charge for the rework involved.
Where the Supplier does not permit the amendment requested, the booking can only be canceled under the applicable cancellation rules and rebooked afresh at current prices.
If some travelers on a booking cancel while others travel, cancellation charges apply to the canceling travelers, and the price for the remaining travelers may be recomputed by the Supplier (for example, where a twin-sharing room becomes a single occupancy).

11. How to Cancel

Cancellation requests must be made in writing to info@westintravel.com or submitted in person at Our office. A phone call alone is not sufficient to cancel; please follow up any call with a written request.
The date on which We receive Your written request during office hours — Monday to Friday 10:00 AM to 6:30 PM, Saturday 10:00 AM to 6:00 PM — determines the cancellation charges that apply. Requests received outside office hours are treated as received at the start of the next working day.
Refunds shall only be considered once You produce the relevant documents and proof of the booking (invoice, ticket or voucher, and payment reference).
Please cancel as early as possible: Supplier charges rise as the travel date approaches, and time-critical requests (such as same-day flight cancellations) should also be phoned in to +91 970 970 3636 so We can act before the airline's cutoff.

12. Refund Processing and Timelines

We initiate Your refund after the Supplier has processed the cancellation and released the refund amount to Us.
All refunds are credited to the original payment method. Payments made by credit or debit card or through an online payment gateway are refunded through the same card or gateway. We do not pay cash refunds against card or online payments under any circumstances.
Refunds are paid to You within 15 (fifteen) days after the Supplier has refunded the amount to Our account. Supplier-side processing times vary — some airlines and tour operators take several weeks — and in all cases refunds are processed within 45 Business Days of verification of the refund request.
The credit date may also depend on Your bank's or card issuer's own cycles, and We will not be liable for errors or delays in a refund attributable to banks or third-party payment providers.
If an amount has been deducted from Your account but the order was not confirmed, please contact Your bank first; such failed-transaction amounts are normally reversed by the bank within 7 (seven) Business Days. If the issue is not resolved within that period, contact Us at info@westintravel.com / +91 970 970 3636.
We will not process a refund if You have placed the order for the wrong service; please check Your itinerary and traveler details carefully before paying.
When You make a qualifying refund request, We may refund the full amount less any additional cost incurred by Us in providing the services.

13. Exemptions — What Is Not Refundable

Notwithstanding the other provisions of this Policy, We may refuse to provide a refund if:
1. You knew or were made aware of the problem(s) with the service before You availed it.
2. The service was provided free of charge.
3. The refund request is placed after the applicable refund window has closed.
Apart from the above, the following are not refundable:
1. Service charges levied on services availed.
2. Visa charges paid for rejected visas.
3. Airline cancellation charges.
4. Insurance policies (premiums once cover has begun, subject to Section 8).

14. Supplier-Initiated Cancellations and Force Majeure

If a Supplier cancels or materially changes Your booking — for example, an airline schedule change or flight cancellation, a hotel closure, or a cruise itinerary withdrawal — We will pass on to You, in full, whatever refund or alternative the Supplier provides. Our service charges for work already performed remain payable; where the cancellation is entirely Supplier-initiated, We will review those charges sympathetically on request.
We shall not be considered in breach of this Policy and shall not be liable to You for any cessation, interruption, or delay in the performance of Our obligations by reason beyond Our control, including natural disasters, pandemics, fire, an act of God or public enemy, famine, plague, action of a court or public authority, change in law, explosion, war, terrorism, armed conflict, labor strike, lockout, boycott, or similar event beyond Our reasonable control, whether foreseen or unforeseen.
In a force majeure event, refunds remain subject to what each Supplier actually refunds to Us under its own terms and any directions issued by the government or regulator concerned.

15. Chargebacks and Disputes

If You are dissatisfied with a charge, please contact Us first at info@westintravel.com before raising a chargeback with Your bank. Most issues are resolved faster through Us, because refunds depend on Supplier processing described in this Policy.
Raising a chargeback for an amount that is under process, or that is non-refundable under this Policy and the fare rules accepted at booking, may delay resolution; We will respond to any chargeback with the booking records, fare rules, and communications on file.
Any dispute arising out of this Policy shall be resolved in accordance with Our Terms and Conditions and shall be subject to the jurisdiction of the courts at Hyderabad, Telangana, India.

16. Withdrawing a Cancellation or Refund Request

A cancellation or refund request, once made, can be withdrawn — where the Supplier has not yet processed it — by contacting customer care at info@westintravel.com / +91 970 970 3636.

17. Refusal of a Refund Request

We reserve the right to refuse any request for a refund if the request is not in compliance with this Policy or applicable laws.

18. Your Data

The privacy of the data You supply to Us during the cancellation and refund procedure is governed by Our Privacy Policy.

19. Changes to This Policy

We may change the terms of this Policy from time to time. Each time You wish to use this Website, please check the Policy to ensure You understand the terms that apply at that time.
If You do not wish to accept the revised Policy, You should not continue to use Our services. Continued use after the date on which changes come into effect indicates Your agreement to be bound by the revised Policy.

20. Contact Us

For any feedback, concern, or query about a cancellation or refund, please reach out to Us:

Westn Travel and Forex Private Limited (Westin Travel)
Survey No 43, 3rd Floor, Arka Rochish, Khajaguda–Nanakramguda Rd, Chitrapuri Colony, Manikonda, Hyderabad, Telangana 500089
Phone: +91 970 970 3636 · +91 955 0000 339
Email: info@westintravel.com
Office hours: Monday–Friday 10:00 AM–6:30 PM, Saturday 10:00 AM–6:00 PM