Cancellation & Refund Policy
Clear and fair terms for chauffeur-driven cabs, airport transfers, customized tours and caravan journeys.
Policy Overview
This Cancellation & Refund Policy applies to all enquiries that become confirmed bookings with Cloud Crest Trails. A booking is considered confirmed only after we issue written confirmation and receive the required advance or full payment.
Cancellation charges are calculated on the total confirmed service value, unless the written quotation or booking confirmation states different terms for a special itinerary, peak date, hotel, permit or third-party service.
Cab & Airport Transfer Cancellation Charges
| Cancellation received | Cancellation charge | Refund of amount paid |
|---|---|---|
| More than 48 hours before pickup | 10% of the confirmed service value | Balance after permitted deductions |
| 24–48 hours before pickup | 25% of the confirmed service value | Balance after permitted deductions |
| 12–24 hours before pickup | 50% of the confirmed service value | Balance after permitted deductions |
| Less than 12 hours before pickup | 100% of the confirmed service value | No refund |
| No-show or unreachable customer | 100% of the confirmed service value | No refund |
Caravan & Multi-Day Tour Cancellation Charges
| Cancellation received | Cancellation charge | Refund of amount paid |
|---|---|---|
| More than 15 days before departure | 10% of the confirmed package value | Balance after permitted deductions |
| 8–15 days before departure | 25% of the confirmed package value | Balance after permitted deductions |
| 4–7 days before departure | 50% of the confirmed package value | Balance after permitted deductions |
| Less than 4 days before departure | 100% of the confirmed package value | No refund |
| No-show or trip abandoned by customer | 100% of the confirmed package value | No refund for unused services |
Date Changes, Delays & No-Shows
Rescheduling
- One date-change request may be considered, subject to availability.
- Cab or airport transfer changes should be requested at least 24 hours before pickup.
- Caravan or multi-day tour changes should be requested at least 7 days before departure.
- Any fare difference, seasonal rate change or fresh third-party cost will be payable by the customer.
- If the requested new date is unavailable, the original cancellation slab will apply.
Late Arrival & No-Show
- Customers should remain reachable on the phone number supplied at booking.
- Unless agreed otherwise, complimentary waiting time is 30 minutes for local/outstation pickup and 60 minutes after an airport flight lands.
- Additional waiting may attract parking and waiting charges.
- If the customer cannot be contacted or does not arrive after the permitted waiting period, the booking may be treated as a no-show.
Refund Eligibility & Processing
How Refunds Are Calculated
- Refundable amount = payment received minus the applicable cancellation charge and permitted actual deductions.
- Any unpaid amount due under the booking remains payable.
- Convenience, payment-gateway or bank charges are refundable only if returned to us by the relevant provider.
- Where a tax invoice has been issued, the refund and any credit note will be handled according to applicable tax requirements.
Refund Timeline
- Approved refunds are initiated within 7–10 working days after confirmation of the cancellation amount.
- The amount is normally returned to the original payment method.
- Bank or payment-provider settlement time is outside our direct control.
- No cash refund will be issued for an online or bank payment unless expressly agreed in writing.
Weather, Road Closures & Force Majeure
Mountain travel can be affected by heavy rain, snowfall, landslides, road closures, government restrictions, strikes, natural disasters, public-health measures and other events beyond reasonable control.
- Safety decisions made by the driver, local authority or Cloud Crest Trails must be respected.
- We may offer a reasonable route change, alternate date, service credit or refund of the recoverable amount.
- Actual non-refundable third-party expenses and services already provided may be deducted.
- We are not responsible for consequential expenses such as missed flights, separate hotel bookings or independently purchased tickets.
Cancellation by Cloud Crest Trails
If we cancel a confirmed service because the booked vehicle becomes unavailable and we cannot provide a reasonably suitable replacement, the customer may choose:
- a comparable substitute vehicle, where available;
- rescheduling without our cancellation charge; or
- a full refund of the amount paid to us for the unprovided service.
This does not limit any statutory consumer rights. Refund liability is limited to amounts paid to Cloud Crest Trails for the affected service, except where applicable law requires otherwise.
Trip Changes After Service Begins
Customer-Initiated Changes
- No refund is ordinarily due for voluntarily shortened trips, unused kilometres, missed sightseeing or unused inclusions.
- Extra kilometres, hours, route changes, night allowance, permits, tolls, parking and taxes will be charged as applicable.
- For caravan bookings, the included daily kilometre limit stated in the quotation will apply; excess distance is charged separately.
Service Disruption
- Minor delays caused by traffic, road checks or weather do not automatically qualify for a refund.
- If a material service failure is directly attributable to us, a fair refund or credit for the affected portion will be considered.
- Complaints should be raised promptly so that we have a reasonable opportunity to correct the issue.
How to Cancel a Booking
Send your cancellation request from the registered phone number or email address used for the booking. Include the customer name, travel date, pickup location and booking reference. Cancellation is effective only when acknowledged by Cloud Crest Trails.
WhatsApp / Phone: +91 81712 37688
Email: info@cloudcresttrails.com
The time at which the cancellation request is received and acknowledged will be used to determine the applicable cancellation slab.
Need Help With Your Booking?
Contact us before cancelling. Where reasonably possible, we will try to help with a date change or suitable travel alternative.
This policy forms part of the booking terms and should be read with the quotation, booking confirmation, Terms & Conditions and Privacy Policy. Where a booking confirmation contains service-specific cancellation terms, those terms apply to that booking. Nothing in this policy excludes rights that cannot legally be excluded under applicable Indian law. Please have the final policy reviewed by a qualified legal professional before publication.