Refund and Cancellation Policy
This Refund and Cancellation Policy governs the terms under which services are provided by Plutona Digitech Private Limited, operating under the brand name Rupay Go ("Company", "we", "our", or "us"). This policy is designed to ensure clarity, fairness, and transparency in all service-related interactions with our customers, partners, and users.
We are committed to delivering reliable and high-quality travel services. However, we recognize that circumstances may arise where a customer seeks cancellation or refund. This policy outlines the procedures, eligibility criteria, timelines, and responsibilities applicable to such requests. All requests are reviewed in good faith, with the objective of maintaining customer satisfaction while ensuring operational integrity.
1. Scope of Policy
This policy applies to all tour packages, travel bookings, transportation bookings, accommodation assistance, travel planning services, and related offerings provided under the Rupay Go platform.
By using our services or making a payment, customers agree to be bound by the terms outlined in this policy.
The purpose of this policy is to:
• Provide a structured mechanism for cancellations
• Define refund eligibility and processing standards
• Protect both customer interests and service commitments
• Ensure regulatory compliance and ethical business conduct
2. Cancellation Policy
Customers who wish to cancel a booking or service must submit a formal cancellation request through the official communication channel provided on our website:
Cancellation requests must be made in writing and include relevant transaction details such as customer name, registered contact information, booking reference number, and payment confirmation.
• Cancellation requests should be submitted as early as possible before the travel date.
• Cancellation charges may apply depending on the booking type, travel partner policies, and timing of cancellation.
• Requests received after confirmation of certain services may be subject to supplier-specific cancellation rules.
• Submission of a cancellation request does not automatically confirm cancellation.
• Customers remain responsible for all charges incurred up to the effective cancellation date.
• The Company reserves the right to request additional verification to confirm identity and prevent fraudulent cancellations.
3. Refund Policy
Our goal is to provide services that consistently meet customer expectations. If a customer believes a service has not been delivered as promised, they may submit a refund request for evaluation.
Refund requests must:
• Be submitted in writing through official communication channels
• Include transaction details and a clear explanation of the issue
• Be filed within a reasonable timeframe after the service concern arises
Refunds are not automatic and are assessed based on:
• Nature and validity of the complaint
• Extent of service usage
• Supplier and travel partner policies
• Contractual obligations
• Compliance with this policy
If a refund is approved:
• The refund will be credited to the original payment method
• Payments made through online payment gateways will be returned to the same account or instrument used
• Refund processing typically takes 4–7 business days
• The actual credit timeline may vary depending on banks, payment gateways, or service providers
The Company reserves the right to decline refund requests where:
• Services have already been substantially delivered
• Policy conditions are not met
• Requests are fraudulent or abusive
• Customers violate service agreements
Partial refunds may be issued at the Company's discretion where appropriate.
4. Non-Refundable Situations
• Completed tours or fully utilized services
• Missed departures due to customer delay or absence
• Incorrect information provided by the customer
• Failure to provide required travel documents
• Change of mind after booking confirmation
• Supplier-imposed non-refundable bookings
This clause protects service providers from unfair claims while ensuring fair treatment for genuine concerns.
5. Processing and Administrative Rights
The Company reserves the right to:
• Modify or update this policy without prior notice
• Review each case individually
• Request documentation to support claims
• Delay processing if fraud or dispute investigations are required
Any misuse of the refund system may result in denial of future service access.
6. Grievance Redressal Mechanism
In compliance with applicable laws and regulations, the Company has appointed a designated Grievance Officer responsible for addressing complaints and disputes.
Grievance Officer:
Mr. Jigar Lunagaria
Email: info@rupaygo.co.in
Mobile: +91 97254 11114
Customers may contact the Grievance Officer for:
• Refund disputes
• Cancellation issues
• Service complaints
• Policy clarifications
• Escalations not resolved through support channels
7. Commitment to Fair Practice
Rupay Go is committed to ethical service standards, transparency, and accountability. We continuously strive to improve our policies to align with customer expectations and regulatory frameworks.
This Refund and Cancellation Policy exists to protect both our customers and our operational integrity, ensuring a balanced and trustworthy service environment.
By continuing to use our services, customers acknowledge acceptance of this policy.
Company Details
Plutona Digitech Private Limited (Rupay Go)
RK Supreme, Third Floor, 317
150 Ring Road, Nana Mava Circle
Rajkot, Gujarat – 360005, India
Website: https://rupaygo.co.in/
Email: info@rupaygo.co.in
Phone: +91 97254 11114