Cancellation & Refund Policy

• Flights, hotels, cruises and visas are provided by airlines, hotels, cruise lines and governments. Their own cancellation rules decide most of what can be refunded, and we pass those rules on to you.
• Tour packages (including Umrah packages) follow the cancellation slabs in section 4.
• The cancellation terms for your booking are written on your quote or confirmation. If they differ from this page, the written terms for your booking apply.
• This policy applies however you paid — online through Razorpay, by bank transfer / UPI, or in cash.

• Refunds and cancellation or date-change fees are set by the airline’s fare rules. Some fares are fully non-refundable; we tell you before you book.
• Your refund is the amount the airline returns, minus our service fee. Unused airport taxes are refunded wherever the airline returns them — including on non-refundable fares.
• If the airline cancels or significantly reschedules your flight, you can choose the airline’s alternative flight or a refund as the airline offers. We do not charge a service fee on refunds for airline-cancelled flights.
• No-shows are usually treated as fully non-refundable by airlines, apart from any taxes the airline returns.

• Free-cancellation rates: cancel before the deadline shown on your voucher (hotel’s local time) for a full refund of the hotel amount.
• After that deadline, the hotel’s own cancellation charge applies — often one night or more, sometimes the full stay.
• Non-refundable rates cannot be refunded once booked. They are always marked “non-refundable” on your quote.

Days are counted from the day we receive your cancellation in writing (WhatsApp or email) to the scheduled departure date. The departure day itself is not counted.

“Non-refundable components” are the costs in section 6 that we have already paid to suppliers or governments for your booking and cannot recover. Your written quote lists them. A refund is never less than zero, and we never ask you to pay more than the package price because you cancelled.

Example: package price ₹1,00,000, of which ₹8,000 is a visa fee already paid. You cancel 20 days before departure: 50% of ₹1,00,000 = ₹50,000, minus ₹8,000 = ₹42,000 refunded.

Umrah: once flights and Makkah/Madinah hotels are confirmed and paid, Umrah visa, Nusuk and related service charges already paid to Saudi authorities or licensed providers are non-refundable. Hajj: cancellation and refunds follow the rules of the Haj Committee of India or the registered Hajj Group Organiser concerned, which we will give you in writing before you pay.

Changing instead of cancelling: ask us. If suppliers allow it, we can often move your dates or transfer the booking to someone else for only the supplier’s charges.

• Government visa fees, passport fees and visa-centre charges (e.g. VFS Global, BLS International) are non-refundable once submitted, whatever the outcome — they are charged by the government or its agent, not by us.
• Our service fee for preparing your application is non-refundable once we have started work on your file.
• If your visa is refused, we will help you understand the reason and re-apply where possible, with no service fee for the first re-application. New government and visa-centre fees still apply.
• A visa refusal does not change the cancellation terms of flights, hotels or packages booked for that trip. Choose refundable options, or buy insurance that covers visa refusal, if you are unsure.

Once paid or issued, the following cannot be refunded by us:

• Government fees: visa, passport, Umrah / Hajj permit and other official fees, and visa-centre charges.
• Non-refundable airfares and hotel rates, and any supplier cancellation charges.
• Our service fee, once the booking is issued or work on your file has started (except for airline-cancelled flights, see section 2).
• Travel insurance premiums once the policy is issued, unless the insurer offers a cancellation.
• Services already used, and no-shows.

Tax collected at source (TCS) on overseas packages is deposited with the Income Tax Department against your PAN. We cannot refund it once deposited, but you can claim credit for it in your income-tax return.

• If we have to cancel a package for reasons within our control, you get a full refund of everything you paid us, or an alternative of equal value if you prefer.
• If a supplier cancels, or travel becomes impossible because of events outside anyone’s control (see our Terms), we refund everything we are able to recover from suppliers, without our service fee on the cancelled part, or help you move to new dates.

• We send you a written breakdown of your refund within 7 working days of your cancellation — what was paid, what the supplier returned, and what (if anything) was deducted and why.
• We pay the refund within 7 working days of the supplier or airline returning the money to us. Airline refunds can take a few weeks; we chase them for you and keep you informed.
• Online payments are refunded to the same card, UPI or bank account through Razorpay. Your bank usually credits it within 5–10 working days after that.
• Bank transfer, UPI and cash payments are refunded by bank transfer to the account of the person who paid. We may ask for a cancelled cheque or bank details in writing.
• Refunds are made in Indian Rupees. For foreign cards, the amount you receive may differ slightly because of exchange rates and your bank’s charges.

If something is wrong with a payment, please contact us first — most issues are sorted within a day. If you raise a chargeback or dispute with your bank, we will share your booking, payment and cancellation records with the bank and payment provider to respond. If the services were supplied or the charge was valid under this policy, we may contest the dispute and recover amounts wrongly reversed, including supplier costs already incurred.

Send your booking name, reference and travel dates by WhatsApp or email to protours@protours.co.in. We will confirm we have received it, and send the refund breakdown before anything is deducted.

Not happy with the outcome? Contact our Grievance Officer. We acknowledge complaints within 48 hours and aim to resolve them within one month. The full complaint steps are in our Terms & Conditions.