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Cancellation & Refund Policy
Mercury Tour Operator understands that travel plans may sometimes change due to personal, professional or unforeseen circumstances. Our Cancellation & Refund Policy is designed to provide clear and transparent guidelines regarding cancellation charges and refunds for tour packages and travel services booked with Mercury Tour Operator.
By confirming a booking with Mercury Tour Operator, the customer acknowledges and agrees to the following terms and conditions.
1. Cancellation Request
All cancellation requests must be submitted in writing by email to Mercury Tour Operator.
The cancellation will be considered effective from the date on which the written cancellation request is received by Mercury Tour Operator.
Verbal cancellation requests made by telephone, WhatsApp or any other communication channel will not be considered final unless subsequently confirmed in writing.
2. General Cancellation Charges
Unless a different cancellation policy is specifically mentioned in the quotation, invoice or booking confirmation, the following cancellation schedule will apply:
Time of Cancellation Cancellation Charge
After confirmation up to 61 days before departure 25% of total package cost
60 to 46 days before departure 30% of total package cost
45 to 31 days before departure 50% of total package cost
30 to 16 days before departure 75% of total package cost
15 days or less before departure 100% of total package cost
No-show / cancellation after tour commencement 100% – No Refund
The above charges represent the minimum/general cancellation charges applicable to a standard package.
Where actual cancellation charges imposed by airlines, hotels, DMCs, transport providers, cruise operators, visa authorities or other suppliers are higher than the above amounts, the actual supplier cancellation charges will apply.
3. Cancellation Immediately After Booking
Once a tour package has been confirmed and the booking process has commenced, a minimum cancellation charge of 25% of the total package cost will apply.
This charge covers administrative work, reservation processing, supplier communication, booking management and other costs incurred by Mercury Tour Operator.
The 25% minimum charge is applicable even when cancellation is requested well in advance, unless Mercury Tour Operator specifically agrees otherwise in writing.
4. Cancellation 60 Days Before Departure
For cancellations made 60 to 46 days before the scheduled departure date, a minimum cancellation charge of 30% of the total package cost will apply.
If any hotel, airline, transport company, DMC or other supplier has already imposed a higher cancellation charge, the higher actual amount will be deducted from the refundable amount.
5. Supplier-Specific Cancellation Charges
Tour packages involve services provided by multiple suppliers. Cancellation conditions may therefore vary depending on the service booked.
These may include:
Where a supplier's cancellation charge is higher than the standard Mercury Tour Operator cancellation charge, the actual supplier charge will prevail.
Some services may be completely non-refundable once booked or confirmed.
6. Air Ticket Cancellation
Air tickets are subject to the fare rules and cancellation conditions of the respective airline.
Airline cancellation penalties, reissue charges, fare differences, taxes, service charges and other applicable fees will be deducted before calculating the refundable amount.
Special promotional fares, group fares and non-refundable fares may carry cancellation charges of up to 100%.
The airline's fare rules will prevail over the general Mercury Tour Operator cancellation schedule.
7. Hotel Cancellation
Hotel and resort bookings are subject to the cancellation policy of the respective property.
Depending on the hotel and travel period, cancellation charges may range from a partial amount to 100% of the booking value.
Peak-season, festival, special-event, group and promotional hotel bookings may have stricter or completely non-refundable cancellation conditions.
8. Visa, Permit & Government Charges
Visa fees, permit charges, government fees, appointment fees and visa processing charges are generally non-refundable once processing has commenced, unless the concerned authority specifically allows a refund.
Payment of visa processing fees does not guarantee visa approval.
Visa decisions are solely at the discretion of the relevant embassy, consulate or immigration authority.
9. Peak Season & Special Packages
Special cancellation conditions may apply to packages booked during peak travel periods or for special events, including but not limited to:
Where special cancellation terms are provided in the quotation or booking confirmation, those terms will prevail.
10. Bhutan, Northeast & Special Destination Bookings
Packages involving Bhutan, Northeast India, restricted areas, special permits, local transportation, government fees or destination-specific suppliers may be subject to special cancellation conditions.
Government charges, permits, special vehicle charges, Sustainable Development Fee where applicable, local supplier payments and other destination-specific charges may become non-refundable once processed.
11. No-Show
If a customer fails to report for a scheduled departure, hotel check-in, transfer, sightseeing or other booked service without prior written notification, the booking will normally be treated as a No-Show.
No refund will normally be provided for a No-Show.
12. Cancellation After Tour Commencement
Once the tour has commenced, no refund will normally be provided for voluntarily unused services.
This includes:
Any refund will be considered only if the concerned supplier provides a refund to Mercury Tour Operator.
13. Partial Cancellation
If one or more members of a group cancel while other members continue the tour, the cancellation will be calculated separately based on the applicable cancellation terms.
Any resulting increase in the per-person cost of hotels, transportation, guides or other services may be payable by the remaining travellers.
14. Change of Travel Dates
A request to change the travel date instead of cancelling a booking will be subject to availability and supplier approval.
Additional charges may include:
15. Cancellation by Mercury Tour Operator
In exceptional circumstances, Mercury Tour Operator may have to cancel, postpone or substantially modify a tour due to circumstances beyond its reasonable control.
Such circumstances may include:
In such circumstances, Mercury Tour Operator will make reasonable efforts to provide an alternative arrangement, reschedule the tour or offer a refund/credit based on the amounts recoverable from the relevant suppliers.
Refunds will be limited to the amount actually recoverable from suppliers, where applicable.
16. Refund Calculation
The refundable amount will be calculated after deducting applicable charges, including:
17. Refund Processing Time
Once the refundable amount has been finalized and the required amount has been received from the relevant suppliers, Mercury Tour Operator will normally process the eligible refund within 7–30 working days.
The actual time may vary depending on airlines, hotels, overseas suppliers, banks, payment gateways and other service providers.
Refunds will normally be made to the original payment method or original payer.
18. Payment Gateway & Banking Charges
Payment gateway charges, bank charges, foreign exchange charges, remittance charges and other transaction costs already incurred may be deducted from the refundable amount wherever applicable.
19. Credit Note / Travel Credit
Where a cash refund is not possible due to non-refundable supplier payments, Mercury Tour Operator may, at its discretion, offer a credit note or travel credit.
The validity period, destination, value and conditions of the credit note will be communicated separately.
Unless specifically agreed in writing, a credit note will be:
20. Travel Insurance
Customers are strongly advised to purchase suitable travel insurance covering trip cancellation, medical emergencies, baggage loss, travel delays and other unforeseen circumstances.
Mercury Tour Operator will not be responsible for losses that are covered or intended to be covered under the customer's travel insurance policy.
21. Special Cancellation Terms
Certain tours or services may have cancellation conditions different from this general policy.
These may include:
Where specific cancellation terms are mentioned in the quotation, invoice, booking confirmation or tour-specific terms, those terms will prevail over this general policy.
22. Customer Acceptance
By making payment or confirming a booking with Mercury Tour Operator, the customer confirms that they have read, understood and accepted the applicable Terms & Conditions and Cancellation & Refund Policy.
Customers are advised to carefully review the cancellation conditions mentioned in their quotation and booking confirmation before making payment.
23. Final Provision
Mercury Tour Operator reserves the right to modify or update this Cancellation & Refund Policy from time to time.
The cancellation conditions applicable to a particular booking will generally be those communicated to the customer at the time of booking, subject to applicable laws and the specific terms of the booking.
In case of any conflict between this general policy and the specific cancellation terms stated in the customer's quotation, invoice or booking confirmation, the specific booking terms will prevail.
Cancellation Procedure for Inbound and International Tourists
Mercury Tour Operator welcomes guests from across the world to discover India. We understand that international travel requires advance planning, including flights, hotels, transport, guides and sightseeing arrangements.
Although we always try to assist our guests when travel plans change, many services in India are booked and paid for well in advance. Therefore, the following cancellation policy applies to international guests booking tours and travel services through Mercury Tour Operator, unless different terms are specifically mentioned in the confirmed quotation.
Cancellation by the Guest
All cancellation requests must be submitted in writing by email to Mercury Tour Operator. The cancellation will be effective from the date we receive the written request.
The following cancellation charges will apply, based on the scheduled arrival date in India:
The cancellation charges will be calculated on the total tour cost, unless otherwise agreed in writing.
Cancellation Immediately After Booking
Once a tour package has been confirmed and the booking process has commenced, a minimum cancellation charge of 30% of the total package cost will apply.
This charge covers administrative work, reservation processing, supplier communication, booking management and other costs incurred by Mercury Tour Operator.
60–30 days before arrival: 40% of the total tour cost will be charged as cancellation fees.
29–15 days before arrival: 50% of the total tour cost will be charged as cancellation fees.
14 days or less before arrival: 100% of the total tour cost will be charged as cancellation fees.
No-show or failure to commence the tour: 100% of the total tour cost will be charged.
International & Domestic Flights and Non-Refundable Services
International and domestic air tickets, luxury train journeys, wildlife safaris, special hotel bookings, permits, festival arrangements and other advance-purchase services may be governed by separate cancellation conditions.
Any non-refundable amounts or additional supplier cancellation charges will be applied in accordance with the conditions disclosed and agreed upon before booking, the actual applicable charges and relevant law.
Guests are advised to check the cancellation conditions for flights and other separately booked services carefully before confirming their arrangements.
Refund Procedure
Where a refund is applicable, Mercury Tour Operator will calculate the refundable amount after deducting the agreed cancellation charges and applicable non-refundable costs.
- Eligible refunds will normally be processed within 45–90 working days after the refund amount has been finalised and the necessary supplier refunds have been received.
- Refunds will generally be made through the original payment method, wherever practicable.
- Refunds involving overseas bank transfers or international payment gateways may require additional processing time.
- Applicable bank charges, payment processing fees and foreign exchange differences may affect the amount received, subject to the agreed terms and applicable law.
- If a refund is delayed because a hotel, airline or other supplier has not returned the funds, we will keep the guest informed of the status.
Visa Rejection or Travel Permission Issues
International guests are responsible for obtaining the appropriate Indian visa and ensuring that their travel documents are valid.
If an Indian visa is rejected or travel permission is not granted, the guest must notify Mercury Tour Operator in writing as soon as possible.
Any refund will be assessed under the applicable cancellation schedule and the conditions of the services booked. Visa fees, permit charges and other non-refundable supplier costs may not be recoverable.
We recommend that guests check their visa requirements well in advance of their scheduled departure.
Changes to Travel Dates or Itinerary
Guests wishing to postpone their tour or change their travel dates, hotels, room categories or itinerary should contact Mercury Tour Operator as early as possible.
Changes will be subject to availability and supplier approval. Any additional expenses, including revised hotel rates, transport charges, ticket amendment fees and supplier penalties, will be communicated before the changes are confirmed.
A major change to a confirmed tour may be treated as a cancellation and a new booking, where permitted under the applicable booking terms.
Partial Cancellation and Unused Services
If a guest cancels only part of a tour, the refund will be calculated according to the applicable cancellation conditions for the affected services.
No automatic refund will be provided for unused hotel nights, missed sightseeing, meals, transfers or activities where the service was available as confirmed. Each case will be assessed in accordance with the booking terms and applicable law.
Cancellation by Mercury Tour Operator
If Mercury Tour Operator must cancel a confirmed tour due to operational difficulties, supplier unavailability or other exceptional circumstances, we will inform the guest as soon as reasonably practicable.
Depending on the circumstances, we will discuss suitable alternatives, such as rescheduling, an alternative itinerary or a refund for services that cannot be provided, in accordance with the booking terms and applicable law.
Force Majeure and Exceptional Circumstances
Events such as natural disasters, floods, severe weather, political unrest, government restrictions, public health emergencies, strikes or major transport disruptions may affect travel arrangements.
Mercury Tour Operator will make reasonable efforts to assist guests with alternative arrangements wherever possible. Any additional costs, rescheduling options or refunds will be handled according to the circumstances, agreed booking terms, supplier conditions and applicable law.
No-Show and Early Departure
If a guest fails to arrive at the agreed meeting point or does not commence the tour without prior notice, the booking may be treated as a no-show and the applicable cancellation charges may apply.
If a guest voluntarily leaves the tour early, any refund for unused services will be assessed according to the applicable supplier conditions and confirmed booking terms.
Special Bookings and Peak-Season Travel
Tours booked during Christmas, New Year, major festivals, peak travel periods or those involving luxury trains, wildlife safaris, special events and premium accommodation may carry separate cancellation conditions.
Any special conditions will be communicated before the booking is confirmed and will apply only to the extent expressly agreed and legally permissible.
Travel Insurance Recommendation
Mercury Tour Operator strongly recommends that all international guests obtain comprehensive travel insurance before travelling to India.
The policy should ideally cover trip cancellation, travel interruption, medical emergencies, hospitalisation, baggage loss and other relevant travel risks.
Guests should check the coverage and exclusions directly with their insurance provider, as cancellation by a tour operator or visa rejection may not be covered under every policy.
Acceptance of the Cancellation Policy
By confirming the tour and making the required payment, guests agree to the cancellation conditions communicated for their booking, including any special terms expressly disclosed and agreed upon.
This policy is subject to the confirmed booking terms and applicable law. Any mandatory legal rights of the guest will remain unaffected.
For cancellation requests or further clarification, please contact Mercury Tour Operator using the contact details mentioned in your booking confirmation.
In case of tour cancellation, Mercury Tour Operator may issue a credit note for the eligible amount after deducting the applicable cancellation charges and non-refundable service costs.
The credit note will be valid for 3 months from the date of issue and may be redeemed against a future tour or travel service booked through Mercury Tour Operator, subject to availability.
The credit note will not cover non-refundable services, including, but not limited to:
Hotel bookings with non-refundable cancellation conditions.
Non-refundable international and domestic flight tickets.
Activities, excursions, permits or other services that are non-refundable under the applicable supplier terms.
The credit note is non-cashable and cannot be exchanged for a cash refund. Any unused balance after the validity period expires will lapse, subject to applicable law and the agreed booking terms.
Mercury Tour Operator will communicate the eligible credit amount, exclusions and validity details to the guest at the time of issuance.
Contact for Cancellation Requests
Mercury Tour Operator
207/171, BT Road, Kolkata – 700036, West Bengal, India
Email: mercuryyt@gmail.com
Website: www.mercurytouroperator.com
Important: Cancellation requests must be submitted in writing and should be acknowledged by Mercury Tour Operator before the booking is considered cancelled. All
“Any dispute, claim or matter arising out of or in connection with the services provided by Mercury Tour Operator shall be subject to the exclusive jurisdiction of the competent courts in Kolkata, West Bengal, India.”
