Purpose and scope
This Refund Policy explains how refunds, cancellations and reissues are handled for Bookings made through eTrip Online. It supplements the Terms and Conditions and Supplier fare rules. For B2B bookings, the Partner Agreement may include additional provisions.
1. Refund eligibility
· Refund eligibility is determined by the operating Supplier’s fare rules (refundable, partially refundable, non refundable). eTrip Online will apply Supplier rules when processing refund requests.
· Ancillary services (seat selection, baggage, insurance) are subject to Supplier or third party refund rules. Promotional fares may be non refundable or subject to additional restrictions.
2. How to request a refund
· Customers or Agencies may request refunds via the Support page, the Partner Portal (for Agencies), or by contacting the local office email shown on our Contact page. Provide booking reference, ticket number, passenger name and any documents required by the Supplier.
· eTrip Online will submit the refund request to the Supplier and act as the Customer’s agent. We will provide a refund reference and status updates via email and the Partner Portal.
3. Currency and settlement
· Where local settlement is supported, refunds will be processed in the currency used for payment and settled through local rails where possible. If local settlement is not available, refunds may be processed in USD or via the Supplier’s settlement mechanism.
· If a refund is processed in a different currency than the original payment, the refunded amount may reflect the Supplier’s or payment processor’s exchange rate and any applicable conversion fees.
4. Deductions and fees
· Refund amounts may be reduced by Supplier cancellation fees, fare penalties, taxes and non refundable components.
· eTrip Online may charge an administrative or processing fee where disclosed at booking or in the Partner Agreement. Any such fee will be clearly communicated before processing.
· Convenience or processing fees charged by payment platforms at purchase may not be refundable by the processor and may be borne by the Customer.
5. Paper tickets and e tickets
· For paper tickets (where applicable), refunds will be processed after the original paper ticket is returned to eTrip Online as required by the Supplier. eTrip Online will provide instructions for returning paper tickets.
· E ticket refunds are initiated electronically with the Supplier and tracked via the Partner Portal.
6. Processing, communication and ledger entries
· eTrip Online will provide status updates via email and the Partner Portal. Supplier confirmation is required before funds are released. For Agencies, refunds and adjustments will be recorded in the Agency ledger with references for reconciliation.
7. Special circumstances
· For Supplier cancellations or schedule changes, eTrip Online will assist with rebooking or refunding per Supplier policy and applicable consumer protection laws.
· In extraordinary events (force majeure, government travel advisories), refunds and rebooking options will follow Supplier policies and applicable directives; eTrip Online will provide guidance and assistance.
8. Disputes and escalation
· If a Customer or Agency disputes a refund decision, open a ticket via the Partner Portal or contact local support. Unresolved disputes may be escalated to the legal contact for the contracting entity and will follow the dispute resolution process in the Terms.
9. Record keeping
· eTrip Online will maintain records of refund requests, Supplier responses and settlement confirmations for audit and regulatory compliance.
Contact
· For refund assistance contact the local office email shown at booking or: business@etriponline.com; india@etriponline.com; nepal@etriponline.com.
Legal review note: This Refund Policy is a draft. Validate currency handling, fee structures and operational mechanics with payment processors, Suppliers and legal counsel in each jurisdiction before publishing.
1. Entity selection logic: Ensure the booking flow clearly identifies which legal entity is contracting with the Customer and displays the correct governing law and contact details.
2. Supplier API and content: Flight inventory and fares are sourced from third party inventory providers and Suppliers via API. Maintain an auditable record of Supplier fare rules and ticketing conditions with each Booking. Display a clear notice at checkout that Supplier rules apply.
3. Fees and operational promises: If you intend to publish fixed service fees, courier policies or processing timelines (for example, specific NPR fees or refund processing days), confirm operational capability and payment partner support before publishing; include those specifics only in the entity specific addendum or Partner Agreement.
4. Partner Agreement: Publish a separate Partner Agreement for Agencies that covers commissions, credit terms, settlement cycles, API usage, permitted use and compliance obligations.
5. Policy pages and footer links: Publish separate pages for Terms of Service, Refund Policy, Privacy Policy and Partner Agreement. Include version and effective date on each page.
6. Legal sign off: Obtain counsel review and jurisdictional sign off (Nepal, India, USA) before publishing.